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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. 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
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    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

  2. 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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    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!

  3. Upload new custom Font

    Hey, please let us upload new font to use, You had only several fonts

    1 vote
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    Hi,

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

    The default format and font of our Knowledge Base is Lato, sans-serif. We currently don't have other fonts that can retain the formatting of Microsoft Word.

    We have taken note of your suggestion and will post updates 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.


  4. List of General Predefined Shortcut

    Hey, Could we provide list of customer success phrase (Shortcut with Message) which new user could directly import.

    This is helpful to set up new account who doesn't have experience of Chat Support.

    e.g.
    \waiting-apologies

    Message: We apologize for waiting, but all of our agents are currently unavailable. Please bear with us and we will connect you with our next available agent as soon as possible.

    1 vote
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    Hi Akshay


    Thank you for choosing tawk.to and for taking the time to share your ideas here.


    I would recommend creating Shortcuts or canned responses for repetitive replies. Setting up Shortcuts saves you time and keeps your responses accurate and consistent. This also ensures that your spelling and grammar are correct.


    Learn more here: https://help.tawk.to/article/creating-and-managing-shortcuts


    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 

  5. 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
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    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 

  6. Standard Status after loggin

    Hi! We have the tawk windows App in autostart of all team members that it starts every morning automatically. Now should it not automatically go in status "online" on all team members. Is it possible to define a standard status after login individual for every user?
    Thanks!

    3 votes
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    Hi Christian, 

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

    Every time you log in to the dashboard will always go back to online status at default. If you choose not to go online immediately, you can turn off to accept chats from your property before logging out or closing the app. The next time you log in, you will still be online status but you will not get the chats because the accepted chats from being disabled. You have to manually enable the accept chats from to accept chats.

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

    Should you have any questions, require assistance, or just want to talk to someone at tawk.to, email our support line at support@tawk.to

  7. 1 vote
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    Hi,


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


    Currently, we do not have a chatbot or pre-chat survey function and they are on our roadmap for development. 


    At this stage, we only have the Pre-Chat Form to get the details of the visitor before the chat.  An alternative method is to create a Trigger message asking for their information. 


    You can also create Shortcuts or canned responses for repetitive questions visitors ask. Setting up Shortcuts saves you time and keeps your responses accurate and consistent. This also ensures that your spelling and grammar are correct. 


    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…

  8. 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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    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!

  9. 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
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    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…

  10. 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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    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

  11. 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
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    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

  12. 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
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    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…

  13. Export all data into csv files

    Exporting data could be really useful on spreadsheet files. We need to export extra fields in the export files, we need, the priority, labels, and the assigned agent name.
    For more info: https://winonlinecasino.in/

    1 vote
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    HI,


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


    Currently, we only have a default CSV format for downloading files.
    We will take note of your suggestion and will post updates once the feature has been 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

  14. How to integrate twak.to with any website

    Hello everyone.
    I hope everything is going well for you.
    It's a question for the Twak support staff. I'd want to include this live chat application into my website https://fastlabourhire.com.au/ so that I can quickly communicate with my clients. How is it possible?

    1 vote
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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…

  15. twak chat script is not working

    Hi all
    I just add chat script in my website https://www.edenderma.com/ but it is nor working. I also tried to embed it in footer section but still it is not working. Please do let me know how to solve this issue?

    1 vote
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    Hi Maxmarrie,

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


    Once the widget has been added to your site, there are several factors that may responsible for the widget not appearing.


    - Make sure your property may is enabled and your widget is set to Active.

    - If your widget visibility is set to “Hide widget when offline,” your widget scheduler settings may need to be adjusted.

    - It’s also possible that your Content Security Policy may be prohibiting your widget from loading properly 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.

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

  16. 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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    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

  17. 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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    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…

  18. 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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    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…

  19. 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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    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.

  20. 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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    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.

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