Set behavior and tone
Give Pengo Intelligence a name, a voice and clear rules. A tour of every Behavior tab, plus how Procedures handle multi-step requests.
Behavior is where you decide who Pengo Intelligence is, how it sounds, what it may answer and when it steps aside. Every website has its own Behavior settings.
#How changes are saved
Change anything across the tabs, then click Save changes in the bar at the bottom, or Discard. Before saving, click Try your changes at the top to chat with Pengo using your unsaved settings.
The top of the page also has:
- The On / Off switch for this website.
- History, to open Version history and restore an earlier version.
- Copy setup to…, when you have more than one website.
#Identity
Who Pengo is and what it knows about your business before searching your knowledge.
| Section | What you set |
|---|---|
| Assistant | Name (shown in the widget, up to 40 characters) and Avatar image (an https:// link to a square image). It always says it’s an AI when asked. |
| Your business | Company name, Website, Type of business, What you do, Products or services and Who your customers are. Pengo always knows this summary. |
| Greeting | The first message visitors see when they open the chat. |
| Conversation starters | Up to 4 questions shown as buttons in an empty chat. Pick ones your knowledge answers well. |
Apply recommended setup fills in tone, reply length, how strictly Pengo sticks to your content, conversation starters and a few guidance rules for your type of business. Your messages, name and on/off switch stay as they are.
#Tone & style
How Pengo sounds. Agent reply drafts in the inbox use the same voice.
- Tone: Friendly, Neutral, Matter-of-fact, Professional or Light-hearted. Each option shows a sample answer.
- Length: Short, Balanced or Detailed.
- Emoji: Never, Sparingly or Match the visitor.
- Formality: Automatic follows the visitor (du or Sie, tu or vous), or choose Informal or Formal.
- Brand voice: a sentence or two under Voice, plus lists of things it should Always and Never do.
- Language: Match the visitor, or Always one language. You can limit the languages Pengo answers in and choose what other languages get.
#Guidance
What Pengo may answer from, and your own rules.
Where answers come from:
| Option | Behavior |
|---|---|
| Only my content | Answers only from your knowledge. Anything else goes to your team. |
| Balanced | Your content first, plus everyday know-how for simple how-to questions. |
| Flexible | Uses general knowledge when your content has nothing. Never invents facts about your business. |
- Answer bar: how well an answer must be backed by your content before Pengo sends it. Below it, Pengo asks a clarifying question or offers a person. Higher means fewer, safer answers.
- Ask one clarifying question and Show sources: both on by default.
- Guidance: your own rules, such as “When someone asks about an order, ask for the order number first.” Click Add guidance, give it a name and one clear instruction (up to 500 characters). Rules save as soon as you add them.
- Topics to avoid: Pengo won’t discuss these. Add a reply to send instead, or leave it empty to offer a person.
- Always on: built-in safety that can’t be turned off, such as never asking for card numbers or passwords.
- What Pengo can do: the actions it may offer, managed in Intelligence Actions .
#Escalation
When Pengo brings in a person, what it says, and what happens when nobody is around. See Hand off to your team.
#Channels
- Channels: where Pengo answers. Website chat is on unless you turn it off; other channels need connecting first.
- When to answer: Always on, After hours or When no one is online.
- Autonomy: Suggest only (drafts replies for agents, never messages visitors), Resolve simple (answers when sure, hands off the rest) or Resolve with review (answers more, and flags less certain replies for an agent to check).
- Monthly AI cap: where to cap this website’s AI credits. The workspace owner sets the cap in Billing, under By website · spend controls.
- Per channel: extra instructions, length and emoji for one channel, such as a sign-off for email.
#Model
- Model: Standard (fast, lowest credit use) or Advanced (deeper reasoning for multi-step questions and actions, uses more credits per reply).
- Creativity: lower keeps wording close to your content; higher varies phrasing. Facts are checked against your content either way.
- Answer engine: New (recommended) or Previous. Guidance, escalation rules, procedures and the fact check only work on the new engine.
- AI engine: on Plus, connect your own AI key. See Bring your own AI key.
- Review AI conversations: also review 5%, 10% or 20% of resolved conversations. Issues show up in Suggestions.
- Agent assist: Translation, Summarize on resolve, and Tags, sentiment and intent for your team in the inbox. These save as soon as you switch them.
#Procedures
Some requests need more than an answer: a refund, an order problem, a booking. Intelligence Procedures holds step-by-step playbooks Pengo follows for these.
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Click Start from a template, or New procedure to start from scratch. Templates start switched off.
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Under When to use it, describe the situation from the customer’s side in one or two sentences. Optionally limit it to some channels or customers.
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Add Steps: Instruction, Ask for a detail, Run an action, Decide, Hand over or End.
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Click Test to try it, then turn the procedure On and click Save changes.
Each procedure shows how many times it started, completed and handed over.
Common questions
Can I undo a change to Behavior?
Yes. Click History at the top of the Behavior page to see earlier versions and restore one.
Do my changes go live straight away?
Most changes wait in a bar at the bottom of the page until you click Save changes. Guidance rules and escalation guidance are the exception; they save as soon as you add or change them.
Can I copy my setup to another website?
Yes. With more than one website, click Copy setup to… at the top of the Behavior page. It's a one-time copy of what's saved, and each website can be changed on its own afterwards.
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