How Pengo Intelligence works
What Pengo Intelligence does in your chat widget, when it hands over to your team, which plans include it, and what each Intelligence page is for.
On this page
Pengo Intelligence is the AI agent built into Pengo. It answers visitors in your chat widget using the knowledge you give it, links the pages its answers came from, and brings in your team when a person is needed. Inside the inbox, it also helps your agents draft replies.
#What it does in the widget
When a visitor writes in, Pengo Intelligence:
- Answers from your knowledge. It searches your website, help center, files, snippets and Q&A, and answers only from what you’ve added. You decide how strict it is in Intelligence Behavior Guidance .
- Shows its sources. Answers can list the pages they came from under Sources, so visitors can read more. Files and internal notes are never linked. You can turn this off with the Show sources switch.
- Asks before guessing. When a question is vague, it asks one clarifying question before offering a person.
- Hands over when a person is needed. Visitors can tap Talk to a human at any time after Intelligence replies. It also hands over by itself, for example when the visitor is frustrated, a topic needs a person, or it still isn’t sure. See Hand off to your team.
It answers in the visitor’s language, and it always says it’s an AI when asked.
#Copilot for your agents
In the inbox, the Intelligence copilot button in the reply box helps your team with three actions:
| Action | What it does |
|---|---|
| Draft reply | Writes a reply grounded in your knowledge base. It goes into the reply box; nothing is sent until you send it. |
| Catch me up | Summarizes the conversation so far. |
| Translate draft | Translates your draft into another language. |
Drafts use the same voice you set in Intelligence Behavior Tone & style .
#Plans and AI credits
Each plan with AI includes monthly AI credits, plus 500 for each extra person. They refresh every month, and a standard reply uses about 1 AI credit.
| Plan | Pengo Intelligence | Included each month |
|---|---|---|
| Free | Not included | None |
| Starter | Included | 3,000 AI credits |
| Team | Included | 6,000 AI credits |
| Business | Included | 12,000 AI credits |
| Plus | Included, on your own AI key | None: your AI provider bills you |
When your AI credits run out, new conversations go to your team until the credits refresh or you add more. Learn more in AI credits. On Plus, see Bring your own AI key.
#Turn it on
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Add at least one knowledge source in Intelligence Knowledge . See Add knowledge sources.
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Open Intelligence Behavior and switch the toggle at the top to On.
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Choose when it answers in the Channels tab under When to answer: Always on, After hours or When no one is online.
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Click Save changes in the bar at the bottom. Use Try it to chat with it before visitors do.
#The Intelligence pages
| Page | What it’s for |
|---|---|
| Overview | Status, AI resolutions, deflection, hours saved, actions waiting for approval and recent activity. |
| Knowledge | Everything Intelligence answers from: sources, documents, Q&A, and a test console. |
| Behavior | Identity, tone, guidance, escalation, channels and model. See Behavior and tone. |
| Procedures | Step-by-step playbooks for refunds, order problems, bookings and similar situations. |
| Actions | What Pengo may do on its own versus what needs a person’s sign-off, plus connectors to your own backend. |
| Test | Test sets of questions with the outcome you expect, graded on every run. |
| Suggestions | Unanswered questions with drafted answers, answers learned from your team, conflicts and feedback. |
| Analytics | Conversations resolved, handover rate and reasons, reply time and feedback. |
To find and fix weak spots, see Test and improve answers.
Common questions
Does Pengo Intelligence make things up?
It answers from the knowledge you add. Under Behavior › Guidance you choose how strictly it sticks to your content, and how well an answer must be backed before it is sent. When it isn't sure, it asks one clarifying question or offers a person.
Is Pengo Intelligence on the Free plan?
No. AI starts on the Starter plan. On Free, every conversation goes to your team.
What happens when my AI credits run out?
Intelligence hands new conversations to your team until your AI credits refresh or you add an AI credit add-on in Billing.
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