1)agent switching option from dropdown menu similar to desktop verison for app in future update,
2)have installed tawk app, but should IT BE OPEN ALWAYS to get notification,?? because if i close the app, its not showing notification,, whereas gmail app giving notification even though i closed, am still authenticated know,why am not receiving in similar fashion like gmail

Currently when i am downloding users data exported in .CSV. it's very difficult so its possible i can download data in Excel format?

Hi, it would be great if the chatbot could have an advanced trigger that could set to run on a particular calendar date such as public holidays and prime shopping days such as cyber monday

Bevor we moved to tawk.to we used Tidio. There was the possibility to use visitor informations in trigger messages. Here is an example:

Hi {name} 👋🏽 Your estimated waiting time is {estimated_waiting}. Please hold on!
⬇️
Hi John Doe 👋🏽 Your estimated waiting time is 5 minutes. Please hold on!

I think it would be very useful!

In case a customer wants to chat and there's nobody to answer fast, I suggest that after e.g. 1 minute of waiting, the offline form would appear for the customer to fill and we could answer for him/her later.

​Currently, all property members can manage (create, update, and delete) any articles within the Knowledgebase.

Hi, You should share the IPs of Offline Message as well...

Would love to see non-binary avatar options! Was hoping this is already planned. And/or would be great to be able to build ones own which would help with that situation.

Now there is no way to record the name or email or any information before the user start the chat. It is difficult to identify the user detail who was it not possible. Unique id doesnt help to identify users. Please consider adding that feature

The KB is starting to be more useful. However, being able to only upload and edit a single entry at a time is limiting. Especially if one would like to change the same thing in multiple entries. Being able to upload and extract the KB items for offline editing would be really useful. Maybe the entire KB or by selected fields such as category.

widget works fine in my native language except for email replies to tickets, I'd like to be able to translate the subject:

[#2] RE : Chat with customer

and the body

- Please type your reply above this line -

Because my customers don't understand for the reply is.

Thank you.

I asked wordpress org staff:
> Can the support rep be connected to a ticket system? Best support can be given via the ticket system and multiple people and levels.

Yes, BUT! Please for the love of everything on this planet, make it so emails from @wordpress.org DO NOT AUTO REPLY.

Seriously, we have to email people (even support folks), and if they follow posts, what happens is we email (as requested) and it replies, which makes our system try to process the email, and can create a god-aweful loop between computers.

so better to exclude *@wordpress.org from auto reply

I understand that we can put in a lot of FAQ questions for our customers to learn more.

Would be great if it is possible for us to find out what info our customers are searching for (especially those that appears as no search results.)

I've just been testing the Knowledgebase feature and it's very nice. But the method of inserting headings and paragraphs is just hopeless. I'll never get an article published unless it's only a paragraph or two long. Suggest adding a proper editor (e.g. CKEditor or similar) with the ability to paste content or HTML in. Most editors can usually be configured to strip out any script if that is a concern.