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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.

Inbox & team 3 min read Updated
On this page

Live shows who is on your website right now: where they are, which page they’re reading and how they found you. You can open a chat with anyone straight from the list.

Click Live in the sidebar. With more than one website, use the website switcher at the top to see one website or All websites. The pill next to it shows Live while updates are arriving. Click Refresh to update straight away.

#The numbers at the top

TileWhat it counts
Visitors onlinePeople on your site now, with a trend for the last hour and how many arrived in the last 5 minutes.
In a chatVisitors on your site with a conversation open.
WaitingConversations waiting for a person’s reply.
Agents onlineTeammates whose status is Online.
Chats todayConversations started today, and how many were resolved.

Below them:

  • Visitor map: where your visitors are. Click a country to filter the visitor list to it.
  • Live activity: arrivals, page views and new chats from the last hour.
  • Conversations: chats in progress. Click one to open it in the Inbox.
  • Top pages now and Sources & devices: what people are reading, where they came from and what they’re using.

#Find the visitors worth talking to

The On your site now list shows everyone browsing. Filter it with:

FilterShows
AllEveryone on your site.
High intentVisitors who look ready to buy or ask.
In chatVisitors with a conversation open.
ReturningVisitors who’ve been before.
IdentifiedVisitors you know by name or email.

Search by name, page or city, and sort by Hottest first, Longest on site or Newest.

Each row can show why a visitor stands out:

SignalMeaning
On a buying pageThe page address includes words such as pricing, checkout, cart, demo, contact, signup, book, trial or buy.
Visit #3How many times they’ve visited.
6 pagesThey’ve viewed five or more pages.
Engaged 3m+They’ve been on your site for three minutes or more.

Hottest first ranks visitors by these signals, plus whether you know who they are. A visitor on a buying page always counts as High intent.

#See a visitor’s details

Click a visitor to open their details:

  • Now: the page they’re on and how long they’ve been there.
  • Visit: Source, Visits, Pages this visit, First seen, Landing page and Conversations. Campaign tags (UTM) show here too.
  • Device: device and browser, Language, Screen and Time zone.
  • Pages: the pages they’ve viewed.

#Start a proactive chat

  1. Click Start chat on a visitor’s row, or Start a chat in their details.

  2. Edit the Opening message. The default is “Hi! I noticed you’re browsing. Can I help with anything?”. If you clear it, Pengo sends a short greeting with your name.

  3. Click Start chat.

Pengo sends your message to the visitor’s widget and opens the conversation in your Inbox, assigned to you. Pengo Intelligence doesn’t answer chats you start.

If the visitor already has a conversation open, Pengo takes you to it instead. For visitors who are already chatting, the row shows Open chat.

To greet visitors automatically, based on the page or how long they’ve been on it, use proactive messages.

Common questions

Why is the Live page empty?

Visitors only appear while they're on a page where the Pengo widget is installed. Open your site in another window to check. If you still don't appear, verify your installation.

Can Pengo Intelligence answer a chat I start from Live?

No. A chat you start from Live is assigned to you, and Pengo Intelligence stays out of it.

Can every teammate start a proactive chat?

Everyone except viewers. Viewers can watch the Live page but can't start chats.

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Customize the widgetProactive messages and auto-openInbox & teamManage your contactsInstall the widgetVerify your installation