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Suggest a new feature or improvement to current ones to make tawk.to the best service available!

To report a bug, please write to support@tawk.to describing the issue you are facing with screenshots (if necessary).

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  1. New User want to add Live Chat on my Website

    Hello, Folks I want to add the Live Chat Integration on My website. https://wopick.org Is this Possible.

    3 votes
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    18 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi


    Thank you for your interest in tawk.to


    There are a few options for adding a chat widget to your website depending on how your website is built. 


    Head over here to learn more: https://help.tawk.to/article/adding-a-widget-to-your-website 


    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar — https://calendly.com/siennarubio/30min. I'd be happy to help!


  2. Add custom field to sbortcuts ..

    For example .. hello {clientname} your speaking to {agentname} how can i help you..

    So the names are taken for user and agent ..

    If this make sense

    25 votes
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    20 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi,

    Thank you for choosing tawk.to and for sharing your ideas with us.

    We currently don’t have automation to fill custom fields in shortcuts when answering chats.

    Automation is a feature on our product roadmap. Our engineers are working on this feature and updates will be posted once it has been implemented.

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar — https://calendly.com/siennarubio/30min. I’d be happy to help!

  3. Track & Report Status duration per agent " Online, Invisible and Away"

    I would like to suggest a more in depth reporting feature on status durations and log in/log out time It would be extremely useful to be able to report on the duration spent on online, invisible and away status per agent so we can monitor productivity and improve our chat service.

    It would also be helpful to be able to report on the log in & log out times per agent.

    16 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Heather,

    Thank you for choosing tawk.to and for sharing your suggestions.

    We do not currently have a reporting option for Monitoring that  tracks the status or log in/log out times of agents.

    Our Reporting Section offers data for the following:

    Chat Analytics

    Chat Volume

    Missed Chats

    Average Chat Duration

    User Satisfaction

    First Response Time

    Tickets

    Volume New Ticket

    Solved Tickets

    Ticket Source

    Resolution Time

    Tickets Reopened

    First Respond

    Knowledge Base Stats

    Articles

    Searches

    Feedback

    We've acknowledged your request and have forwarded it to the development team. They will review this suggestion and add the feature in due course.

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  4. Improve integration options in integromat or zapier.

    It would be nice to get chat transcript and other variables besides triggering. These information are very useful to get tendencies from clients and it would be helpful to integrate them in other CRM platforms.

    6 votes
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Ana,

    This is Elle from tawk.to. Thank you for reaching out.

    Our Webhooks support the following events:

    Chat Start

    Chat End

    New Ticket

    For more in-depth information on how our webhooks work, visit our developer portal at https://developer.tawk.to/webhooks/

    In addition, your request is possible through our REST API. Please reach out to our support team via our chat widget to request beta access to our REST API and Metrics API documentation.

    Alternatively, you may email us at support@tawk.to.

    You can view our main Javascript API documentation here:  https://developer.tawk.to/jsapi/

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. Our live agents are always available 24/7 to assist you.

  5. Customise email response

    Need to be able to customise the emails that are sent to customers via the platform to include custom formatting, footers, logos, etc.

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi,


    Thank you for choosing tawk.to and for reaching out.


    We currently don't have a feature for automatically configuring or editing email transcripts.


    We've acknowledged your request and have forwarded it to the dev team. They will work with this suggestion and will add the feature in due course.


    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  6. An option to allow switching add-on subscriptions to a different add-on

    Hello: I want to activate the brand removal function, but I activated a video + voice + sharing function, can you help me switch to the function I want?

    1 vote
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi,

    This is Elle from tawk.to. Thank you for reaching out.

    Yes, we can cancel your Video + Voice + Screensharing function and activate the rebranding add-on.

    Please contact our billing department to cancel your current subscription and activate the rebranding add-on.

    You can reach out to the billing department by making a request through the chat, by emailing support@tawk.to, or by scheduling a call with our support team.

    Here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  7. Can I add a note to a chat via JavaScript Api ?

    It would be usefull to read some cookie info and add it to a note in the chat
    Thanks a lot

    1 vote
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi César,

    Thank you for choosing tawk.to and for taking the time to provide us with your feedback and suggestions.

    Currently, we do not have the option to add notes using the JavaScript API.

    You can learn more about our current methods in the JavaScript API documentation on our developer platform: https://developer.tawk.to/jsapi/

    Our REST API gives you the option to request additional data from tawk.to. You can learn more about our REST API and request access here: https://docs.tawk.help/article/rest-api

    If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.

    Alternatively, you can reach me here at elle@tawk.to

  8. Chat response time should not be calculated when all chat agents are on "invisible"

    For example: a live chat comes through and ALL AGENTS ARE ON INVISIBLE STATUS. After 2 minutes an Agent jumps "Online" to service that member , and Joins the incoming chat 10 seconds after changing to online status. The Chat response time should reflect "10 seconds" not 2 minutes and 10 seconds.

    For this scenario the chat response time should calculate from when the agent is on online status, as it is not a true reflection the way it is currently set up considering the the chat widget would have been showing as "offline" and should no one have answered…

    15 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Heather,

    Thank you for choosing tawk.to and for taking the time to provide us your feedback and suggestions. We value your input and we thank you for the continued support for our product.

    Our current feature calculates the time it takes an agent logged into the Dashboard to join the chat. If agents are missing chats or need more time to reply, you can create a Chat Rescuer Trigger. This trigger is used to auto-respond to messages if agents don't respond in time. The delay message options range from 10 seconds to 1 hour.

    You can send a message to your visitors saying you are currently unavailable and requesting that they leave their details.

    For more information, visit this link: https://help.tawk.to/article/creating-and-managing-triggers

    You can also activate the scheduler function for your chat widget to avoid missed chats.

    For example, if your operating hours are 9 AM - 5 PM, then…

  9. Have the ability to report on successful agent initiated chats vs visitor initiated chats

    Our agents use the monitoring page to "initiate" or "reach out" to the visitors on our website to start a conversation with them.

    At this point in time we can report on the unsuccessful initiated chats based on their being 0 response from the member. However there is no way for us to track or monitor what initiated chats where sucesfull in starting a conversation with a visitor.

    Would like to request a more advanced reporting system whereby we can seperate the successful initiated chats to the client initiated chats.

    15 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Heather,

    Thank you for choosing tawk.to and for reaching out.

    At this stage, we do not have a feature allowing us to identify agent reponses that get the most engagement.

    However, you can search chats by keyword and topic using the filtering features. You can also view the top search terms visitors use in your Knowledge Base.

    To learn more about the features available in our reporting panel, visit this link: https://help.tawk.to/article/understanding-reporting

    Your request has been acknowledged and updates will be posted once the feature has been approved and implemented.

    If you have any questions or require assistance, we invite you to reach out on our 24/7 support line at support@tawk.to. Our live agents are always available to assist you.

    If you want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  10. Customize tickets emails

    Could be great to add our own logo on the tickets emails + a signature.

    962 votes
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    111 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing tawk.to and for sharing your request here.

    The customizing tickets via email feature has already been submitted to our engineers. Rest assured that this feature is planned and updates will be posted once it is implemented.

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

  11. Disable Visitor Monitoring Notification if I am the on visiting my site

    Disable Visitor Monitoring Notification if I am the on visiting my site

    because when i am visiting my site for testing purposes or preview i will get notification on Tawk to Monitoring dashboard that there is a visitor but it is me

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi,

    Thank you for choosing tawk.to and for reaching out.

    At this stage, we currently don't have a feature for disablingvisitor monitoring notifications when you visit your own site.

    However, when testing the widget on your site, you have the option to disable sound notifications so you don’t hear alerts on your device.

    Learn about adjusting sound notifications in this article: https://help.tawk.to/article/managing-sound-settings-and-desktop-notifications

    Your request has been acknowledged and updates will be posted once the feature has been approved and implemented.

    If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.

    Alternatively, you can reach me here at elle@tawk.to

  12. Department wise Chat Transfer

    Add department wise chat transfer option.
    Means I have 2 Departments in my company
    1 is Sales Department
    2 is Support Department

    and I assigned Jhon for Sale Department
    and Kat for Support Department

    when visitor start chat in sale department then why incoming chat show in support department because it's relevant for support department and when visitor start chat for support depigment then how Jhon support him and why show chat on Jhon dashboard?

    Please fix this issue

    3 votes
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Umair,

    Thank you for choosing tawk.to and for reaching out.

    Currently, we cannot assign chats to a specific agent or assistant. All incoming chats can be viewed and answered by all agents logged in to the property.

    Departments allow you to make sure the right agents answer visitors.  They also allow you to assign a ticket to a particular department, ensuring everyone in that department receives the email/notification.

    Here is how the department function works:

    1. Chats can be assigned to departments. All agents, including those not assigned to a department, can see all incoming chats. However, only those assigned to the selected department will receive a notification. This makes it easy to transfer chats.

    2. Once a chat is assigned to a department, agents will only hear chat notifications when there are no agents online in the selected department. This prevents chats from going unanswered.

    3. Currently, there…

  13. integration of twak.to with website

    Hi all
    Hope you are doing good.
    Its my question to support team of twak. I want to integrate this live chat application with my website https://cloptoncapital.com/office-building-financing/ so that I can do chat with my clients easily. Please do let me know how is it possible?

    1 vote
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    1 comment  ·  Android app  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Maxmarrie,

    This is Elle from tawk.to. Thank you for reaching out.

    There are two ways to integrate the tawk.to live chat into your site.

    #1 - Copy and paste the tawk.to widget code into your site's HTML section before the closing of the </body tag>

    https://www.tawk.to/knowledgebase/getting-started/adding-a-widget-to-your-website/

    #2 - Use the module or plugin for a system such as WordPress, Joomla or Shopify. You can find our integration guides in the Help Center:

    https://help.tawk.to/category/integrations

    https://help.tawk.to/category/shopping-cart-integrations

    I believe the best way to assist you would be through a screensharing call. Would you be willing to hop on a call with one of our phone support agents so they can better help you with this? If so, here’s the link to schedule a support call: https://calendly.com/tawk-to-support/tawk-to-customer-support

    If you have any tawk.to related concerns, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist…

  14. Include Daily Chat Uptime as part of the reporting. It would be useful in calculating productivity

    It would be great if you could incorporate daily chat uptime (how long an agent has been online in a day/ hour). This would be very helpful when trying to look at productivity and efficiency. Right now, the weekly roundup report only gives you a weekly data, which is not sufficient. Thanks.

    1 vote
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    4 comments  ·  Add-ons  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi, Jassheena Christopher

    Thank you for choosing tawk.to and for sharing your ideas with us.

    We currently do not have Productivity statistics for agents in our Reporting panel.

    We do, however, have statistics available for each agent’s Average Chat Duration, Response Time and User Satisfaction to help you monitor individual performance.

    Your request has been acknowledged and updates will be posted once the feature has been approved and implemented.

    If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.

    You can also email our support line at support@tawk.to

    Alternatively, you can reach me here at nicola.mangulabnan@tawk.to

  15. the chat widget not showing on firefox for desktop

    sometimes it loads but it looks like a blank card the pre chat form does not appears it only happens on firefox for desktop on all plataforms, Windows , MacOs, and Linux.

    16 votes
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    18 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    As per our last conversation over email, our developers have found out that your code is affecting the dynamic imports.

    You have also agreed that the issue was due to the PayPal payment method in your website that was causing the conflict.

    Let me know if you have any other questions, require assistance, or just want to talk to someone at tawk.to. Here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

  16. Missed opportunities to chat report

    It would be helpful to know how many potential customers click on the chat box when we are offline and then turn it off when they realise they have to send an email to get an answer to their problem.
    Essentially there's 4 types of people:
    1. wants to chat and can chat because we're online
    2. Want to chat but can't due to offline, therefore they send a message and leave an email
    3. Want to chat but can't due to offline, sees the option to leave an email and decides to just end the chat instead
    4. Doesn't…

    1 vote
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Brad,

    Thank you for choosing tawk.to and for reaching out.

    Currently, we do not have features that monitor  click volume for specific widget status/activity/behavior. We do, however, have the option to check the general number of visits/visitors, chats/missed chats and offline messages received via the widget. I'd suggest looking at behaviour analytics tools and heatmap software such as Hotjar.

    We've acknowledged your request and have forwarded it to our dev team. They will work with this suggestion and will add the feature in due course.

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. Our live agents are always available 24/7 to assist you.

  17. Add a new level of "Associate" member

    Currently, we have two levels: Admin and Agent. We would like an additional level of "Associate", so the associate can only see tickets and chats assigned to them. This can be important in some organisations for privacy purposes.

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Jason,

    Thank you for choosing tawk.to and for sharing your challenge here.

    Currently,  the tawk.to platform allows only Admin and Agent roles.

    We've acknowledged your request and have forwarded it to our development team. They will review this suggestion and add the feature in due course.

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. Our live agents are always available 24/7 to assist you.

  18. Default chat goes to one department

    Without the customer having to choose, we would like all chat requests to go to our "Level 1 Support" department, and then if they need a Level 2 Support Department" person to join the chat, the level 1 agent can then internally request a level 2 agent to join the chat.

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Jason,

    Thank you for choosing tawk.to and for reaching out.

    Currently, we cannot assign chats to a specific agent/assistant or create a private channel. All incoming chats can be viewed and answered by all agents logged into the property.

    Departments allow you to make sure only the right agents answer visitors. They are also useful when assigning tickets. You can assign a ticket to a particular department, ensuring everyone in the department receives the email/notification.

    This is how the department function works for tawk.to chat.

    1. When chats are assigned to departments, all agents, including those who are not assigned, can see the incoming chats. However,  only those who are assigned to the department will get a notification. This allows easy chat transfer, especially when the transfer is made from one department to another.

    2. Agents outside the selected department will hear the notification sounds only if no agents…

  19. chatbot feature

    chatbot for whatsapp

    50 votes
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    69 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing tawk.to and for reaching out.

    At the moment, we don’t have a chatbot feature for WhatsApp. However, integration with the app is already in our development roadmap.

    Should you have any questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

  20. Customer Feedback Before/After Chat Ending

    With TAWK-

    1) We are Giving Support, Means a Agent Alice is interacting with customer. Is there something I can send email requesting feedback with our form to it and such email should sent to customer as soon as chat is ended.

    2) Same way if I want to collect Feedback as soon as he/she tries to End Chat. I mean before ending chat feedback should be collected?

    517 votes
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    43 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing tawk.to and for taking the time to provide us with your feedback and suggestions.

    Currently, we have the Sentiments feature in which the visitor can click the thumbs up and down rating in the chat widget as a way of giving their feedback to the chat agent.

    We have taken note of your suggestion and will post updates once the feature has been approved and implemented.

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

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