I'm not getting alerts for new chats

Pengo can alert you in four ways: in-app (with a sound), browser push, mobile push and email. When an alert doesn’t arrive, it’s usually one of three things: Pengo didn’t send it to you, your status or schedule held it, or your browser or inbox didn’t let it through.

Your alerts are personal. You set your own in Settings ›Your profile ›Notifications , and your changes save automatically. Agents can’t open Settings in the dashboard, so their alerts follow the defaults below unless they change their mobile alerts in the Pengo mobile app.

#Check whether the alert was meant for you

Pengo doesn’t alert everyone about everything:

• Pengo Intelligence answered first. While Pengo Intelligence is handling a new conversation, your team isn’t alerted about it. You get a Bot handoff alert when it hands over. See Hand off to your team.
• It’s a teammate’s chat. On an assigned conversation, New message received alerts go only to the person it’s assigned to. Chat ended goes only to whoever had the conversation.
• You don’t have access to that website. Teammates are only alerted about websites they can access. The workspace owner can check your Website access in Settings ›Team ›Members . See Invite your team.
• You’re a Viewer. Viewers are read-only, so Pengo never routes chats or sends chat alerts to them.
• You already had an alert for it. For each conversation, Pengo sends at most one New message received alert every 10 minutes, until someone on your team replies.

#Check your status

Your status in the top bar changes which alerts you get:

If you leave Pengo idle, it can set you Away automatically after a while, and push starts again. You set that time in Settings ›Your profile ›My availability .

#Check Do not disturb

Under Do not disturb, Enable DND schedule pauses push and email alerts between From and Until, in the Timezone you enter. In-app alerts still collect, but the sound doesn’t play.

Check the time zone. It must be a name like Europe/London or America/New_York. If the schedule looks right but alerts stop at odd hours, the time zone is usually the reason.

#Check your alert settings

The Alert matrix has a row for each event and a column for each channel. Defaults:

Below the matrix, Channel master switches turn a whole channel off: Email notifications, Browser push and Mobile push. A channel that’s off there sends nothing, whatever the matrix says.

For the sound, turn on Enable sound alerts and check the Volume isn’t at 0. The sound follows the In-app column.

#Check browser push on this browser

Browser push is set up per browser. Next to Browser push, Pengo tells you where this browser stands:

Your computer can block notifications too. If the browser is allowed but nothing shows, check your operating system’s notification settings and focus modes for your browser.

#Check mobile push

Next to Mobile push, Pengo shows how many phones get your alerts. If it says No phone set up yet: sign in to the Pengo app and allow notifications., sign in to the Pengo app on your phone and allow notifications when it asks.

#Check your email

Alert emails come from Pengo <noreply@pengo.chat>, with subjects like “New chat from Ada on Your website”. If they don’t arrive:

• Look in your spam or junk folder, and in tabs like Promotions or Updates.
• Add noreply@pengo.chat to your contacts or allowed senders.
• Ask your IT team whether a company mail filter holds automated email.
• Check that Email notifications is on, and that the event has Email ticked in the matrix.

#Still stuck?

Email support@pengo.chat with the time of a chat you weren’t alerted about and which alert you expected.