Set up push notifications
Turn on push notifications in the Pengo app, choose which alerts reach your phone, act on chats from the notification, and set up the Intelligence Pulse.
On this page
Push notifications tell you the moment a visitor starts a chat, replies, or Pengo Intelligence hands a conversation to a person. You can act on most of them without opening the app.
#Turn on notifications
#iPhone and iPad
The first time you sign in, Pengo shows Never miss a visitor. Tap Turn on notifications, then Allow.
If you tapped Not now, go to More Notifications and tap Turn on notifications. If you denied the iOS prompt, the page says Blocked in iOS Settings. Tap Open iOS Settings and allow notifications for Pengo.
#Android
On Android 13 and later, Pengo asks for permission to send notifications when you first sign in. Tap Allow.
Then tap your avatar to open Settings, tap Notifications, and check that Push notifications is on.
#Choose which alerts you get
Go to More Notifications on iPhone or Settings Notifications on Android. The Mobile push switch (Push notifications on Android) turns all mobile alerts on or off. Below it, choose each alert:
| Alert | On by default |
|---|---|
| New chat started | Yes |
| New message received | Yes |
| Chat assigned to you | Yes |
| Mentioned in a note | Yes |
| Bot handoff (Intelligence handoff on Android) | Yes |
| SLA warning or breach | Yes |
| Hot lead | Yes |
| Meeting booked | Yes |
| Chat ended | No |
On iPhone, handoffs, SLA alerts, hot leads and booked meetings are marked Time sensitive, so they can break through a Focus if you allow it.
These choices are saved with your account. The same Mobile push switch is in Settings Your profile Notifications on the web, which also shows how many devices with the Pengo app get your alerts.
#Act from the notification
Touch and hold a notification (or expand it on Android) to see its actions:
| Alert | Actions |
|---|---|
| New chat | Accept (Claim on Android) and Reply |
| Handoff | Accept (Claim on Android) and Reply |
| New message | Reply and Resolve |
| Assigned to you, SLA warning | Reply and Open |
| Mention, hot lead, meeting booked | Open |
Intelligence needs approval alerts show the action, the customer and the amount, with Approve, Decline and Take over. On iPhone, Approve always asks for Face ID or your passcode. See Approve from anywhere.
Reply lets you type an answer right in the notification. On iPhone, replying to a new chat or a handoff also accepts it.
Tapping a handoff or new chat notification takes the chat and opens it. If a teammate got there first, the chat tells you who has it.
On iPhone, touching and holding a handoff alert also shows why Pengo Intelligence handed over, its summary and the last few messages, so you can decide before you open the app.
#When Pengo stays quiet
- Busy pauses push alerts. Set your availability to Online or Away to get them again.
- On iPhone, push respects your iOS Focus, and is paused while you’re active in Pengo on another device.
#Intelligence Pulse
The Intelligence Pulse shows who Pengo Intelligence is talking to right now. It switches to “needs you” the moment Intelligence hands a chat to a person. It’s off until you turn it on.
| iPhone | Android | |
|---|---|---|
| Where it appears | Lock Screen and Dynamic Island | An ongoing notification on your lock screen and status bar |
| Turn it on | Intelligence Pulse in More Notifications , or the sparkle button at the top of the inbox | Show the pulse in Settings Notifications |
| Hide message text | Turn off Show messages on the Lock Screen to show names only | Turn off Show message previews |
On Android 16 and later, tap Allow live updates on your lock screen and status bar if the app shows it. Setting yourself to Busy pauses the pulse.
#The handoff chirp
Handoff alerts play a Pengo chirp of their own, so you can tell them apart. To use your usual notification sound, turn off Pengo chirp for handoffs on iPhone, or Pengo chirp on Android.
#Sounds and channels on Android
Android groups Pengo’s notifications into channels, such as Handoffs, New chats, Messages, Assigned to you, SLA alerts, Leads and bookings, Team activity and Intelligence Pulse. Tap Sounds and channels in system settings at the bottom of the Notifications page to change the sound or importance of each one.
Common questions
Why am I not getting push notifications?
Check that notifications are allowed for Pengo in your phone's settings, that Mobile push is on in the app, and that your availability isn't Busy. Busy pauses push alerts.
Do I need to set notifications up on every phone?
Allow notifications once on each phone you sign in on. Which alerts you get is saved with your account, so it's the same on every phone and in Settings › Your profile › Notifications on the web.
What happens when I tap a handoff notification?
Tapping a handoff or new chat alert takes the chat and opens it, so the visitor knows a person is on it. Use Open from the notification's actions if you only want to look.
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