Browse all guides
Inbox & team
Routing, saved replies, business hours, response targets, contacts and alerts.
- 01 Route and assign conversations Decide who gets each new conversation. Set up auto-assign, round robin or least busy routing, chat limits per agent, and the statuses that control routing. 3 min read
- 02 Use saved replies Save answers you send often and insert them with a /shortcut. Add variables like the visitor's name, buttons or cards, and actions that tag, assign or resolve. 3 min read
- 03 Set your business hours Tell Pengo when your team is available. Business hours decide when the widget shows you as away, when Intelligence covers and how response targets count. 2 min read
- 04 Set response targets Set first response, next response and resolution targets for each priority, get at-risk and breach alerts, and pause the clock outside business hours. 3 min read
- 05 Choose your notifications Pick how Pengo alerts you for new chats, messages, assignments, mentions, handoffs and SLA warnings, across in-app, browser push, mobile push and email. 3 min read
- 06 Organize and work the inbox Find the right conversations with sections, filters and saved views, then tag, prioritize, snooze and transfer them, with keyboard shortcuts for speed. 4 min read
- 07 See who's on your site with Live Watch visitors arrive in real time, spot high-intent ones from the pages they view, and start a proactive chat from the Live page in your dashboard. 3 min read
- 08 Manage your contacts Find everyone who has shared an email with you, see their visits and past chats, add tags and notes, merge duplicates and export your contact list. 3 min read