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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.

Inbox & team 3 min read Updated
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Every teammate chooses how Pengo reaches them. You can turn each alert on or off per channel, mute everything for a while, and set quiet hours.

Go to Settings Your profile Notifications . Your changes save automatically.

#The alert matrix

The Alert matrix has one row per event and one column per channel: In-app, Browser push, Mobile push and Email. Tick the boxes you want. A dash means Pengo doesn’t send that event on that channel.

EventWho gets itOn by default
New chat startedEveryone who works on that website.All four channels
New message receivedThe assignee. If nobody is assigned, everyone on that website.In-app, browser and mobile
Chat assigned to youThe teammate it’s assigned to. Not sent when you take a chat yourself.All four channels
Mentioned in a noteThe teammate you @mention.In-app, browser and mobile
Bot handoffEveryone on that website, when Pengo Intelligence hands over and nobody is assigned.All four channels
SLA warning or breachThe assignee, or everyone on that website if nobody is assigned.All four channels
Chat endedThe teammate who had the conversation.In-app and email
Hot leadEveryone on that website.All four channels
Meeting bookedEveryone on that website.All four channels
Intelligence needs approvalEveryone on that website, when Pengo Intelligence asks before taking an action.In-app, browser and mobile
Weekly digestA weekly summary email for owners and managers.Email only

Intelligence needs approval alerts are also sent by email to approvers by default, and each one lets you approve or decline the request. See Approve from anywhere.

Rows marked Urgent are the ones worth keeping on at least one channel you’ll notice.

“Everyone on that website” means the owner and every teammate with access to the website. Viewers never get chat alerts.

#When push waits

  • You’re Online with Pengo open. Browser and mobile push wait, because you’d see the chat anyway. Bot handoff and Hot lead alerts are always pushed.
  • You’re Busy. Busy is do not disturb: you keep in-app alerts, and push and email are held.
  • You’re inside your Do not disturb hours. Same as Busy: in-app only.

Set your status from the switch in the dashboard header or in Settings Your profile My availability . See Route and assign conversations.

#Turn a whole channel off

Under Channel master switches you can switch off a channel without touching the matrix:

SwitchWhat to know
Email notificationsStops all alert emails.
Browser pushEach browser needs to be set up once. Click Set up this browser and allow notifications when your browser asks. If the note says notifications are blocked, allow them for Pengo in your browser’s site settings.
Mobile pushSent to phones signed in to the Pengo app with notifications allowed. The note shows how many devices are set up.

#Sound alerts

With Enable sound alerts on, Pengo plays a tone in the dashboard for new chats, handoffs and messages on your chats. It follows the In-app column of the matrix. Drag Volume to set how loud. The default is 80%.

#Quiet hours

Under Do not disturb, turn on Enable DND schedule and set:

  • From and Until: by default 22:00 to 08:00. The window can cross midnight.
  • Timezone: type a time zone name such as Europe/London or America/New_York.

During those hours Pengo pauses push and email. In-app alerts still arrive, so nothing is lost.

#Where in-app alerts show

In-app alerts appear under the bell icon in the dashboard header. Click an alert to open the conversation, or click Mark all to clear the unread count.

Common questions

Why don't I get push notifications while I'm working?

Push waits while you're Online with Pengo open, since you'd see the chat anyway. Bot handoff and Hot lead alerts are the exception and are always pushed. Push and email also pause while you're Busy or inside your Do not disturb hours.

Do my notification settings change anything for my teammates?

No. Notifications are personal. Each teammate sets their own in Settings › Your profile › Notifications.

Who gets the New message received alert?

The teammate the conversation is assigned to. If nobody is assigned, everyone who works on that website gets it.

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