01 Shared inbox

One inbox for the whole team. Nothing slips.

Chat, email, WhatsApp, Messenger, Instagram and SMS land in one queue. Pengo routes each conversation to the right person, keeps the SLA clock honest and gives every agent the full customer story.

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Shared inbox on every plan, including Free · 14-day Team trial, no card

Routing modes With fallback and auto-reroute
4
SLA clocks Per priority, business hours aware
3
Slash command Tag, assign, snooze and resolve
1
Command palette Keyboard-first, end to end
⌘K
02 Built for teams

Everything a busy support floor touches every day

Routing, SLAs, macros and context, designed together so your team spends its time answering, not organizing.

All features

Routing that balances itself

Round robin, least busy, random, or a specific agent with a fallback. Conversations waiting too long in the queue are rerouted automatically.

SLA policies per priority

First response, next response and resolution targets for urgent, high, normal and low. Due-in chips and breach alerts keep everyone honest.

Saved views

Save any filter and sort as a view: “Unassigned VIPs”, “Waiting on billing”, “German, urgent”. One click, every day.

Collision detection

See who is viewing or typing in a conversation, live. Two agents never send two answers to one customer.

Internal notes and @mentions

Pull in a teammate with an @mention right inside the thread. Notes are never shown to the customer.

Macros and saved replies

Type a slash, pick a reply, and it fills in the customer’s name and details. Macros also tag, assign, snooze or resolve in the same keystroke.

Command palette and shortcuts

Jump to any conversation, view or action with ⌘K. Assign, snooze and resolve without touching the mouse.

Snooze, reminders and auto-close

Snooze a conversation until tomorrow and it comes back on time. Auto-close tidies up only chats that were actually answered.

Bulk actions, merge and export

Select fifty conversations and tag, assign or resolve them at once. Merge duplicates, export to CSV for your own reporting.

Visitor context pane

Activity timeline, page journey, past conversations, attributes, HubSpot and Shopify panels. All beside the thread.

03 How it works

Less sorting. More answering.

Two places where Pengo quietly saves your team hours every week.

Routing and SLAs

The right person, before the clock runs out

Every new conversation is assigned by the rule you choose, and every priority gets its own targets. The live ops board shows what is due next and who has room to take it.

  • Three clocks per priority: first response, next response and resolution.
  • Clocks pause while a conversation is snoozed and, if you like, while you wait on the customer.
  • Count only business hours, warn at a threshold you set, alert on breach.
  • Queue auto-reroute moves a waiting conversation to the next available agent.
See how SLAs show up in analytics

Macros and saved replies

One slash command. Five steps done.

Saved replies insert a polished answer with the customer’s details already filled in. Macros go further: tag, set priority, assign, snooze and resolve in the same keystroke.

  • Variables such as {{visitor.first_name}} and agent name fill themselves in.
  • Organize replies by category so new teammates find the right answer fast.
  • Works in the inbox and in the iOS and Android apps.
  • Pair with Pengo Intelligence to suggest the reply before you even type.
Meet the AI copilot

Four roles, clear permissions

Give everyone exactly the access they need. Enterprise adds SSO/SAML and audit logs.

Security and access control

Owner

Billing, security, every setting and every conversation.

Manager

Team, routing, SLAs, saved replies and reports.

Agent

Answers, assigns, adds notes and uses macros.

Viewer

Read-only access for reporting and audits.

04 Pengo Intelligence in the inbox

Every agent gets a copilot

The AI agent answers what it can on its own. When it hands off, your team picks up with a summary, suggested replies with sources and two-way translation. All inside the same inbox.

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AI credits included every month
3,000+
answers, with sources
24/7
cost for human replies
0

Suggested replies with citations

Drafts from your knowledge base, with the source articles attached. Rewrite for tone or length in a click.

Catch-up summaries

Joining a long thread? Get the gist, the ask and what was already tried in three lines.

Two-way translation

Read every message in your language and reply in theirs. The customer never sees the switch.

Auto-tag and sentiment

Conversations are tagged by topic and flagged when a customer is frustrated, so the right ones jump the queue.

Confident handoff

When the AI is unsure, it hands off with a summary instead of guessing. No customer is left with a wrong answer.

Pengo Actions

Pengo looks up orders, handles billing changes and opens tickets, and asks your team first when you want it to.

05 Works with the rest of Pengo

One inbox, connected to everything else

The inbox is where the rest of Pengo comes together: AI answers, every channel and the visitors on your site right now.

Pengo Intelligence

The AI agent that answers first and hands off with context.

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Every channel

Chat, email, WhatsApp, Messenger, Instagram and SMS in one queue.

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Live visitors

See who is on your site and start the conversation yourself.

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Mobile apps

Reply from iOS and Android with push notifications.

Explore
06 Questions

Shared inbox FAQ

Does Pengo use tickets?
No. Pengo is conversation-first. Every chat, email, WhatsApp or social message is one conversation with an assignee, priority, status, tags and SLA clocks. Email replies thread back into the same conversation, so you get ticket-grade tracking without a separate ticket object to manage.
How does routing decide who gets a conversation?
Choose round robin, least busy, random, or a specific agent with a fallback. Pengo only routes to agents who are available, and queue auto-reroute moves a conversation to the next available agent if it waits too long. Anyone can still assign or transfer manually.
What happens when two agents open the same conversation?
Collision detection shows who else is viewing or typing in that conversation in real time, right above the composer. The second agent sees it before they start writing, so customers never get two different answers.
Can SLA targets respect business hours?
Yes. Set first response, next response and resolution targets per priority, and count only business hours when you have them configured. Clocks pause while a conversation is snoozed and, optionally, while you are waiting on the customer. You choose the warning threshold, and breach alerts notify the team.
Which roles and permissions are available?
Four roles: Owner, Manager, Agent and Viewer. Owners control billing and security, managers run the team, routing and reports, agents work conversations, and viewers have read-only access. Enterprise adds SSO/SAML and audit logs.
Can one inbox handle several websites?
Yes. Conversations from every website in your workspace arrive in the same inbox, each with a website badge, and the website switcher narrows the view to one site in a click. Teammates can have access to all websites or only the ones they look after. More on multiple websites.
Can I move my history from another tool?
Yes. Pengo imports contacts and conversation history from Intercom, Crisp, Tawk.to and Tidio, plus any CSV. See the switching guides.

Give your team an inbox they actually enjoy

Install in five minutes. Your AI agent is answering before your coffee cools.

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