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 when the clock hits 5 PM, the offline form will activate and your widget will no longer have online status. The offline form will ask visitors to leave their contact information (so you can get back to them at a suitable time).

To activate your scheduler, follow these steps:

1. Go to ⚙️Administration and select Channels in the left menu.

2. Select Chat Widget.

3. In the Chat Widget view, select schedule

4. Select from any of the suggested schedules or select Advanced to modify your operating times

Here is how the scheduler behaves:

- When agents are online and the widget is scheduled to be online, the widget’s status will be online.

- When agents are online and the widget is scheduled to be offline, the widget’s status will will be offline.

- When agents are offline and the widget is scheduled to be online, the widget’s status will be Offline.

- When agents are offline and the widget is scheduled to be offline,  the widget’s status will be offline.

Please note: if the scheduler is offline, the widget will also be offline.

To learn more about the scheduler's Behaviour: https://help.tawk.to/article/using-the-widget-scheduler

Your offline greeting can be modified to personalize your request to leave contact details. (e.g. “We are currently closed. For urgent matters, please contact us at +12345.)

Follow these steps to modify your widget greetings:

Follow these steps to modify your widget greetings:

1. Go to ⚙️Administration and select Channels in the left menu.

2. Select Chat Widget

3. Under Widget Content, click Edit Content

4. Select Offline and customize your greeting message and contact form.

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 would like 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!

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 is no option to hide chats from departments or property members outside of a selected department.

Click the following links to learn more:

Setting up departments: https://help.tawk.to/article/creating-and-managing-departments

Creating and responding to tickets: https://help.tawk.to/article/creating-and-responding-to-tickets

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 our calendar - https://calendly.com/tawk-to-support/tawk-to-customer-support

We're happy to help!

To All Our Valued Users,

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

Currently, we cant assign chats to a specific agent. However, Departments are especially helpful for big teams, allowing you to make sure only the right agents answer visitors as they can be selected as an option in a pre-chat form.

Departments are also useful when assigning tickets. You can assign a ticket to a particular department which means everyone in the department will receive the email/notification.

This is how the Department function works for tawk.to chat.
​
​1. Chats can be assigned to Departments. All Agents, including those who are not assigned there, can see the incoming chats. However, only those who are assigned to the department will get a notification.
​
​2. This allows for easy chat take-over, especially if the transfer is from one Department to another.
​
3. ​In Departments, the other agents only hear the notification sounds if there are no agents currently online in the department the visitor has selected. The only time it rings for all agents is when a no agents are currently online for the Department selected. This prevents the chat from going unanswered.
​
​4. Currently, there is no setup to hide chats from other Departments.

Helpful link: https://help.tawk.to/article/creating-and-managing-departments

To setup Departments, you will first need to enable the Pre-Chat form for your site widget and
then set up the actual Departments.

More detailed instruction can be found here: https://help.tawk.to/article/creating-and-managing-departments

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!

Hi Luis,

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.

4. Currently, there is no option to hide chats from departments or property members outside of a selected department.

Click the following links to learn more:

Setting up departments: https://help.tawk.to/article/creating-and-managing-departments

Creating and responding to tickets: https://help.tawk.to/article/creating-and-responding-to-tickets

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

Hi Ro,

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

It sounds as though you have enabled the pop-out feature.

1. If the chat widget is configured as a POPOUT, the widget will open in a separate tab purely for chat.

Visitors will have to come back to the main tab if they wish to navigate your website.

2. If the widget is configured to MAXIMIZE, the chat widget will open within the current tab and the widget will follow the visitor as they navigate your website.

It will notify the visitor if there is an unread message in the same way it would for a text message on a mobile phone — a little red 1 or 2 appears on the widget.

To configure the widget’s behavior, do the following:

1. Click the ⚙️Administration Tab ➞ Channels ➞ Chat Widget.
2. Under ON CLICK BEHAVIOUR - There is an option to MAXIMIZE or POPOUT. The default option is set to Maximize.

Maximize, meaning when a visitor clicks the chat icon, a window will open within the current tab and the chat widget will follow the visitor as they navigate your website. The Popout option, however, will create a new window purely for the chat.

Visit this link to find out more: https://help.tawk.to/article/change-how-the-widget-behaves-on-your-site

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

Hi Muhammed,

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

It sounds as though you have enabled the pop-out feature.

1. If the chat widget is configured as a POPOUT, the widget will open in a separate tab purely for a chat.

Visitors will have to come back to the main tab if they wish to navigate your website.

2. If the widget is configured to MAXIMIZE, the chat widget will open within the current tab and the widget will follow the visitor as they navigate your website.

To configure the widget’s behavior, do the following:

1. Click the ⚙️Administration Tab ➞ Channels ➞ Chat Widget.
2. Under ON CLICK BEHAVIOUR - There is an option to MAXIMIZE or POPOUT. The default option is set to Maximize.

Maximize, meaning when a visitor clicks the chat icon, a window will open within the current tab and the chat widget will follow the visitor as they navigate your website. The Popout option, however, will create a new window purely for the chat.

Visit this link to find out more: https://help.tawk.to/article/change-how-the-widget-behaves-on-your-site

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