Feedback

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).

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback
  1. Group Chat messages and Direct messages sended to email members!

    Could it be possible to receieve a direct message into your email when you are not logged in? (as well as with the messages of the Chat Groups)
    Just like a notice.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  2. Direct message inside Chat Group

    Actually you can only send messages to the members of your property. In case we are a lot of people in a Chat Group and those members are from other properties, wouldnt be very practice that you could send a direct message just by clicking on the member who is inside of the Chat Group?

    For example: I'm in a group with mr.S (who is part of another property) and I want to send a message just to him. In this situation I will click on the Chat Group, then see the members of the Group and then click on…

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  3. Leave a message to a missed visitor, when he back online, he can still receive my message on the widget

    Ability to leave messages to visitors that agents are missed, once the visitors are back online. Visitors can receive agents' messages.

    crisp.chat has this feature. It's quite convenient to rely a visitor's offline messages.

    15 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    4 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  4. Report filtered by trigger

    It would be great to have a report filtered by trigger, i.e. I would like to see how many chats I get for each trigger that I have set up in different sections of my web page.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  5. 1 vote
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    HI Jim,


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

    At this stage, the only way to force a logout for an agent is by disabling their account via the Property Members section.    

    Alternatively, you can set up a Scheduler.

    The Scheduler's purpose is to make the chat widget go offline even if the agent is logged in.

    Once the Scheduler is activated, you don't need to worry about forgetting to log out or manually setting your status to Offline.
    Example:

    Let's say you’ve scheduled your widget to appear online from 9 AM - 5 PM. If you log in before 9 AM, you can still monitor your visitors without receiving any chats. However, your chat widget will stay offline and the visitor will get the offline form.

    The same thing happens when the clock hits 5 PM. Even if there are agents online, the chat…

  6. Agents who are already added, For them need their email id to be displayed either in the property members tab or in some report.

    Agents who are already added, For them need their email id to be displayed either in the property members tab or in some report.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Hi Bhagesh

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

    Your email address will only appear if you are invited and in pending. Once you accept the invitation, it will no longer be visible to anyone. A workaround can be by changing your account name to your email address. Then you can use default Alias as you respond to chats.

    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

  7. Availability status on pending mode

    Please give the option to put the availability status on pending mode, if the shift is about to end then such an option should be available. Like there should be something like break pending or invisible pending which will not initiate an another chat.

    1 vote
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Hi Mahek,

    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,…

  8. Option to create Hyperlink in Trigger Message

    Trigger message only allows plain text as of now. A basic format or tag should be allowed to create hyperlinks

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Hi Archna,


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


    Currently, we only support plain text for Trigger messages. As well as email format and URLs, it will be hyperlinked accordingly. We do not have the feature to insert links to text to trigger message.


    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

  9. Improve tawk to features in mobile app

    Tawk To is really a good app from the point of view of allowing businesses to integrate chat. But one of the major problem associated with the existing app is with respect to notifications and especially in mobile app. When the tawk to chat is open on my mobile, there is no sound notification avaiable for new visitors. So it implies that tawk to is not giving any sound notification for new visiors when the app is open. I have this installed on my website at: https://studentlifesaviour.com/ie

    1 vote
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Hi Jessica, 


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


    The "New visitor" is turned off by default so you have to enable it in Settings - Configure alerts - turn on Visitor visits.

    Note that notifications will be shown only when the app is minimized or in the background.


    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 

  10. 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
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    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!

  11. Please give an option to disable the popout

    As known API wont work in popout screen, so credit-based chat wont work on our site if client popsout of widget =(

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    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…

  12. Offer ability to change font size on dashboard

    We have staff who are older and have a very hard time reading small print - they want to be able to increase the font size on the dashboard to make reading messages and even navigating the site easier for them, at least to the point of meeting AODA accessibility standards.

    1 vote
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Hi Julie,

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

    We currently don't have options for adjusting the size of the desktop screen/monitor window or customizing the font size in the Dashboard.

    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

  13. Chat Window

    We added "chat direct link" to our pop up form on our website. When someone clicks on chat button of the pop up form, they go to tawk to chat window but the tawk to chat opens in full screen instead of small screen or tawk to actual window. Suggestion is can you make it happen in small reduced screen

    1 vote
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    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…

  14. 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
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    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…

  15. 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
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    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.

  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
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    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. Open link in New Window.

    1. If any link shown in Chat. Clicking on that should open in new window.

    2. Option to restrict Pop-out so that if any customisation done should always work.

    1 vote
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Hi Rajnish,

    This is Elle from tawk.to. Thank you for reaching out and for sharing your ideas here.

    1. Generally, any link sent or displayed in the chat will open in a new tab — not a new window.  Knowledge Base articles accessed in the chat can be set to open in a new tab or within the widget. However, we do not have settings in the Dashboard to configure the way any other links open in the chat except for the separate list items for readability.

    2. We do not currently have an option to remove the pop-out widget option from the chat menu. Our Widget Behavior settings including Visibility, Feature and On-click behavior settings, can be found in the Dashboard.

    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…

  18. please change your sounds or deactivate them by default

    Hi, please change the sounds or mute them by default.

    They are so annoying and getting on our nerves in our whole support team.

    1 vote
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Hi Peter,

    Thank you for reaching out.

    In the tawk.to Dashboard, you can activate your sound and desktop notifications and customize what you hear while logged in and answering chats.

    You can simply toggle the Sound notifications to the off position to disable them.

    Here’s how to quickly turn your sounds and notifications on and off: https://help.tawk.to/article/managing-sound-settings-and-desktop-notifications

    To customize your sound settings for each event type, click your Profile Icon and select Manage Sounds & Notifications in the drop-down menu.

    Here, y can make changes to the sounds you'll hear while operating the Dashboard and how your browser handles notifications. To make changes to either, make sure the Sound or Desktop Notifications are switched on by toggling the switch at the top.

    You can choose from a list of sounds and customize the alert for everything that makes a noise within the Dashboard. Choose how long a new chat will…

  19. Chat notification filter

    If more departments were created (sales, technical, ...) it would be very useful to be able to decide which department the chat notifications arrive at without using any pre-chat form. For example, I might decide that notifications only go to members of the sales department, who can then turn the chat into a ticket and send it to the technical department.

    1 vote
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    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…

  20. In Historical Analytics - Just show Messages Count also

    Hi Team,

    Can we just add a Messages count also in this Chart? https://prnt.sc/6uli3i4ivwWe

    It is pretty easy as data is already maintained by the TAWK.

    This improvement makes it very powerful and quick to analyze the working.

    Think --It will show all informaion at one place

    Total Visitor on Site
    Out of which How many messages has been done by agents
    How many Chats happen?

    It serves the reporting purpose also on the fly.

    Please let us know

    Looking forward to it.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Hi Saurabh,

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

    We have a Reporting section where you can view chat analytics such as: Chat Volume, Missed Chats, Average Chat Duration, User Satisfaction and First Response Time.

    You can also view reporting on Tickets, covering areas such as New Ticket Volume, Solved Tickets, Ticket Source, Resolution Time, Tickets Reopened and First Response Time.

    You can do this by following the steps below:

    1. Click the Reporting tab (Graph icon - 5th icon from the top) in the left sidebar menu.

    2. Select the site or tawk.to property for which you want to view reporting from the drop-down menu in the upper left of the Reporting screen.

    A Google Adwords conversion tracking integration is now also available!

    Google Conversion tracking can access the correlation between ad clicks and customer engagement with chat on tawk.to.

    This article explains how to…

← Previous 1 3 4 5 71 72
  • Don't see your idea?

Feedback

Categories

Feedback and Knowledge Base