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Answer chats on Android

Use the Pengo app on Android to claim chats, take over from Pengo Intelligence, reply, add notes and files, snooze, transfer and resolve conversations.

Mobile apps 3 min read Updated
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The Pengo app for Android has the same shared inbox as the web dashboard. This guide covers the screens you’ll use most and how to handle a chat from start to finish.

#Find your way around

The navigation bar has five tabs:

TabWhat it’s for
InboxEvery conversation.
LiveVisitors on your website right now. Tap Engage to start a chat with one.
ContactsPeople who shared their details. Search by name, email or phone.
LeadsLeads captured from conversations, with AI follow-ups to approve.
IntelligenceWhat Pengo Intelligence is handling, actions waiting for your approval, and questions it couldn’t answer.

Tap your avatar at the top right to open Settings. If your workspace has more than one website, tap the website name under the title to switch between All websites and one website.

On tablets and wide screens, the tabs move to a side rail.

#Work the inbox

The pills at the top of the inbox switch between All, Unassigned, Mine and Resolved. Pull down to refresh.

Labels on each row show what needs attention: Needs you (Pengo Intelligence handed it to a person), Waiting, Urgent, High and Snoozed.

#Reply to a visitor

  1. Tap a conversation to open it.

  2. If you don’t own the chat yet, the banner at the top shows who does. Tap Claim to take an unassigned chat, or Take over if Pengo Intelligence is answering it.

  3. Type your reply and tap send.

  4. When you’re done, tap ⋮ and choose Resolve.

While Pengo Intelligence is answering, the composer shows Reply (takes over from Intelligence).

Tap the info icon at the top to see the visitor’s details: contact info, the page they’re on, where they came from, their device and earlier conversations.

#Notes, files and Copilot

  • Internal notes: tap the note icon in the composer. The field changes to Internal note (only your team sees this). Tap it again to switch back to a reply.
  • Attachments: tap the paperclip and choose Photo or video or File. Files can be up to 10 MB.
  • Copilot: tap the sparkle icon to Suggest a reply, Summarize, Draft a reply (or Polish my draft) and translate your draft. Tap Use in reply to put the result in the composer. Nothing is sent until you tap send. Copilot uses Pengo Intelligence, so it needs a plan that includes it. See AI credits.

Touch and hold a message to Copy it. On your own messages you can also Edit or Delete.

#More actions in a chat

The ⋮ menu at the top right has:

ActionWhat it does
ClaimTakes the chat.
Hand back to IntelligenceLets Pengo Intelligence pick the conversation up again.
Resolve / ReopenCloses or reopens the chat.
Snooze 1 hour / Snooze until tomorrowHides the chat for a while.
Transfer…Passes the chat to a teammate.
PrioritySets Urgent, High, Normal or Low.

#Set your availability

In Settings, choose Online, Away or Busy under Availability. Busy pauses push alerts and the Intelligence Pulse.

To change it without opening the app, add the Pengo tile to Quick Settings. See Widgets and Live Activities.

#Appearance

In Settings, choose System, Light or Dark under Appearance.

#Working offline

The app keeps your recent conversations on your phone. Without a connection, the inbox shows your saved conversations, and replies you send wait until you’re back online.

Common questions

Where are the app settings on Android?

Tap your avatar at the top right of any tab. Settings has your availability, notifications, appearance, sign out and account deletion.

Can I use saved replies on Android?

Not yet. Saved replies work in the iPhone and iPad apps and on the web. On Android, Copilot can suggest or draft a reply for you instead.

What happens to replies I send without a connection?

They wait on your phone. The inbox shows how many replies are waiting, and they go out when you're back online.

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