Your first conversation

The best way to learn the Inbox is to chat with yourself. This guide walks you through a test conversation from start to finish, as both the visitor and the agent.

#Send a test message

Haven’t installed the widget yet? In the last step of setup, open Install code and send a test line with Send. It lands in your Inbox the same way.

#Find your way around the Inbox

The Inbox sorts conversations into sections:

Click a conversation to open it. Details about the visitor, such as the page they’re on and past chats, appear in the panel on the right.

#Accept and reply

Unless a routing rule assigns it automatically, a new conversation waits in Incoming until someone accepts it.

To reuse an answer you’ve saved, type / in the reply box and pick a saved reply. You manage saved replies in Settings ›Conversations ›Saved replies .

#Leave an internal note

Switch the reply box from Reply to Note to write something only your team can see. Type @ to mention a teammate. They’ll find the conversation in their Mentions section.

#Assign or transfer

• Assign: click the assignee button in the conversation header and pick a teammate under Assign to. Pick Unassign to remove the assignee.
• Transfer: open the More actions menu (the three dots) and choose Transfer to hand the conversation to another agent with an optional note.

You need teammates to assign to. See Invite your team.

#Resolve the conversation

When you’re done, click Resolve in the conversation header. The conversation moves to Resolved.

To pick it up again, open it and click Reopen. You can still leave notes on a resolved conversation without reopening it.

Not finished but waiting on something? Use Snooze in the More actions menu instead. The conversation comes back when the snooze ends.

#When Pengo Intelligence answers first

Pengo Intelligence is available on Starter and higher plans, including the Team trial. Pengo turns it on for the website you add during setup. You can switch it on or off with the On / Off switch in Intelligence ›Behavior .

When Intelligence is on, it replies to new conversations first, using what it has learned from your site. By default it takes every new conversation. You can limit it to after hours, or to times when no one on your team is online, under When to answer in the same place.

While Intelligence is answering, the conversation header shows an Intelligence badge on the visitor’s avatar. When the visitor asks for a person, or Intelligence can’t answer confidently, it hands the conversation to your team.

#Take over from Intelligence

You don’t have to wait for a handoff. To step in at any point:

Want Intelligence to pick it back up? Open More actions and choose Hand back to Intelligence.

To learn more, see How handoff works.