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Test and improve answers

Try Pengo Intelligence before visitors do, build test sets, and close knowledge gaps using Suggestions, unanswered questions and Analytics.

Pengo Intelligence Starter plan and up 3 min read Updated
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The best way to improve Pengo Intelligence is a short loop: find the questions it couldn’t answer, add the missing knowledge, and test again. Here’s where each step lives.

#Try it yourself

There are two places to chat with Pengo as a customer would. Both use the same engine as live chat, and nothing is sent to visitors.

  • Test console on Intelligence Knowledge , next to your sources.
  • Try it at the top of Intelligence Behavior . With unsaved changes it becomes Try your changes, so you can check a change before saving.

Click the customer button above the chat (it shows the channel, such as Website chat) to set who’s asking: channel, name, page, whether they’re a verified customer, and whether someone on the team is available. Under any reply, click Why this reply to see how Pengo got there. New conversation starts over.

#Build test sets

Intelligence Test keeps the questions your customers ask most, with the outcome you expect. Run them before and after a change to know it made things better, not worse.

  1. Click New test set and give it a name, such as “Shipping & returns”.

  2. Click Add test. Enter one or more Customer messages; Pengo replies to each in order.

  3. Choose the Expected outcome: Answers, Asks a clarifying question, Offers a teammate, Hands over, Declines, Small talk, or Anything (only the checks below).

  4. Optionally add phrases it Must mention or Must never say, and describe What a good reply does. An AI judge grades the conversation against it.

  5. Click Run tests. Each set shows the share of tests that passed, and how it changed since the last run.

To fill a set quickly, click Import and choose From unanswered questions, From conversations Pengo resolved or From a CSV file. CSV columns are question, expected, must_include, must_not_include and criterion.

Turn on Run after changes to run the set automatically whenever you change your setup.

#Review suggestions

Intelligence Suggestions lists what to add or fix. Nothing reaches customers until someone accepts it.

TabWhat’s in it
UnansweredQuestions asked more than once that Pengo couldn’t answer, grouped, with an answer drafted from your knowledge when it has one.
Learned answersAnswers your teammates gave after a handoff, with personal details removed.
Duplicates & conflictsContent that’s duplicated, disagrees, or needs a check, found by a weekly scan.
Feedback & testsThumbs-downs, reviewed conversations and failing tests, with what to fix.

For an answer, edit the question and answer, choose Who can see it, then click Add to knowledge. For a conflict, click Turn this one off on the wrong item, or write what’s correct and click Save clarification. Any suggestion can be dismissed or snoozed for a week.

#Close knowledge gaps

Business plan and up

Knowledge gaps lists every question Pengo couldn’t answer, with how often it was asked. Open it from the Unanswered questions number on the Knowledge page (click Review →), or from Every unanswered question → on the Unanswered tab in Suggestions.

  1. Pick a question from the list.

  2. Write the answer Pengo should give. Click View a chat to see one of the conversations.

  3. Click Add to knowledge, or press ⌘ Enter (Ctrl Enter on Windows) to save and move to the next gap. Click Dismiss for questions you don’t want answered.

#Watch the numbers

Intelligence Analytics shows how Pengo is doing over 7, 30 or 90 days:

  • Resolved by Pengo, Handed over, Reply time and Feedback.
  • Resolutions per day and Why it handed over.
  • Couldn’t answer: the top unanswered questions, with a Fix in Suggestions link.
  • Procedures and guidance: how your procedures and guidance rules are used.

The Intelligence Overview shows AI resolutions, deflection and hours saved at a glance.

#A simple routine

  1. Once a week, open Suggestions or Knowledge gaps and answer the top questions.

  2. Fix the source if a page is wrong or missing: edit the page on your site and click Sync now, or add a snippet or Q&A. See Add knowledge sources.

  3. Run your test sets to check that nothing got worse.

  4. If Pengo hands over too often, or not often enough, adjust the Answer bar in Behavior › Guidance or your rules in Escalation.

Common questions

Do tests send messages to real customers?

No. Tests run with your current settings in the dashboard only, and actions are simulated.

Does a suggestion change answers right away?

Nothing reaches customers until someone accepts it. Click Add to knowledge to accept an answer, or Dismiss or Snooze a week to set it aside.

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