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3461 results found

  1. KB search should handle words like "and" and phrases like "how do you"

    Right now if a user searches the KB for "cats and dogs", it shows all articles that mention "cats", plus all articles that mention "dogs", plus all articles that contain the word "and". Including the matches for the word "and" renders that search useless - it's going to be every single article in the KB.

    SImilarly, people often type things like "how do you train a cat", which ends up also being useless, because it matches all articles containing the word "how", "do", or "you" - also "a". Again, that ends up being every single article.

    Ideally, the search would…

    4 votes
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    5 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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  2. Departments

    Is it possible when creating departments for the ticketing that the tickets are only visible to the individuals in that department? We want to separate which users see specific tickets. As constituted it seems that no matter the department, all of the users can see the tickets. I do not think this is good as some created tickets or more sensitive then others. Is there a way we can implement this? Please advise. Thank you!

    1 vote
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    2 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Hi Cody,

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

    When creating a ticket you have the option to assign it to an agent or a department. Even though a ticket may be assigned to a particular agent or department, anyone can respond from the Dashboard.

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

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

    1. Chats can be assigned to departments. All agents, including those not assigned to the selected department, can see the incoming chats. However, only those who are assigned to the department will get a notification.

    2. This makes it easy for one agent to take over another agent’s chat — especially if the chat is transferred from one department to another. Also, your agents aren't wasting time trying to answer questions they don't know…

  3. I hope to increase the function of viewing historical visitor information, analyze which pages visitors have viewed, how long they stay ther

    I hope to increase the function of viewing historical visitor information, analyze which pages visitors have viewed, how long they stay there, and which pages customers like, so as to help us improve our web pages

    1 vote
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    1 comment  ·  Windows app  ·  Flag idea as inappropriate…  ·  Admin →
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    Hi,

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

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

    At this time, general visitor information such as the number of visitors and recent page views on your site can be viewed in the Home panel of your Dashboard.

    Individual visitor details, including the device, operating system, referrer URL and current location of each visitor are available in the Monitoring section. If a visitor has filled out a Pre-Chat Form or engaged in a conversation, you can view their individual chat history and its details, including navigation, in individual chat transcripts.

    Detailed reporting for Chats, Tickets, and Knowledge Base searches is available in our Reporting panel.

    You can read more about reporting and statistics in the following articles: https://help.tawk.to/article/understanding-reporting
    https://help.tawk.to/article/understanding-the-statistics-in-your-dashboard

    You can also use our Google integrations to set up…

  4. Hello, Please update the chat widget, Show the category

    Hello Sir

    Please add a Category in the chat widget, because when you have so many questions and answer you must need to select a category then you choose question and answer.

    I am waiting for your reply.

    Br

    Hossain

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

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

    Do you mean you'd like to add the Knowledge Base category to appear in the chat widget? If so, we do not have any feature for that at this time. Our widget cards allow you to display a Knowledge Base search bar,  featured articles and article links.

    You can add a text card and link it to a Knowledge Base category. However, the option to present a selection of categories in the as a widget card feature is not currently available.

    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 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.

  5. export complete contact information (including phone number, city, message)

    Hello, please allow us to export all contacts' complete information. Currently, it only includes name and email, while the customer on our website always input their phone number and city as well. Because for us, phone number and city are more important than an email address. It would be amazing & so much appreciated if we could export all of them. Thank you!

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

    If you have multiple properties, check to make sure you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard. Then, you can export contacts in the Messaging section of the Dashboard.

    Follow these steps to export your contacts:

    1.  Select Messaging (email icon) in the left tab menu.
    2.  Select the Property.
    3.  Select Contacts under the Property.
    4.  Click the download icon (Export Contacts) in the upper right.

    You will receive an email with a link to a .csv file containing the names and email addresses of all your contacts.

    Visit this link for more information: https://help.tawk.to/article/exporting-contacts

    If you have any questions or require assistance, we invite…

  6. chat integration to my 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://lyfsoft.com 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 Atish,

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

  7. Welcome Trigger to work with GDPR consent

    Hi, when I set the welcome message trigger and have the GDPR consent enabled the trigger won't work unless the visitors approve the consent. So to achieve what I need to increase engagement I have to disable the GDPR consent which is not good and risky. Please fix this. Thanks :)

    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.

    Unfortunately, it is not possible to have the triggers work first when the consent form is also active. If you feel security is at risk, you may check our privacy policy or our GDPR compliance policy. If not, you may consult our team at https://www.tawk.to/legal-compliance/

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

    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

  8. Announcement Module inside chat

    Announcement Module inside chat could be great feature. So we can periodically inform any news and other updates about our website to the visitors in the chat widget.

    3 votes
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Hi,

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

    Currently, you can use triggers to send the announcement as an automated message or you can use the cards such as header cards or text cards. You can also create an article for it and then add it as a featured article card in the widget content.

    Visit this link for more information: https://help.tawk.to/article/advanced-triggers

    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. Add a delete message or undo feature

    I suggest that there be a delete message or undo button feature when a message is sent in error.

    3 votes
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    0 comments  ·  Add-ons  ·  Flag idea as inappropriate…  ·  Admin →
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    Hi Tina,

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

    At this stage, we don't have options for deleting or editing sent messages.

    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. Our live agents are always available to assist you. You can also email our support line at support@tawk.to

  10. 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.

    We currently do not have an option for hiding the dates of the articles in the Knowledge Base. We do, however, have a feature allowing you to change the order of articles in the Knowledge Base.

    For more information, visit this link: https://help.tawk.to/article/how-to-change-the-order-of-articles-in-the-knowledge-base

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

    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

  11. Tawk + SMS

    Hello, i want to use your plugin for my website https://bresciapc.com and i want to know if is there any way to get also SMS when a visitors contact on our website?

    1 vote
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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 taking the time to share your ideas here.

    Make allows you to integrate tawk.to with popular SMS providers. In minutes, you can set up an automation to send an SMS notification whenever a visitor starts a chat.

    Learn how to integrate Make with tawk.to in this article: https://help.tawk.to/article/make

    If you are asking about a built-in SMS feature, we currently we don't have Phone SMS and voice dialer functions. However, both features are already on the roadmap.

    Rest assured, your suggestion has been submitted to our engineers. We 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. Our live agents are always available to assist you.

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

  12. changing fonts of widget on my site

    i want to set my faviorate font on my widget but it impossible :(

    3 votes
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    Hi,

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

    At this stage, we do not have the option to customize the font in the chat widget. However, we're currently in the process of updating our Widget design and Messaging feature.

    We will take 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. Our live agents are always available to assist you.

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

  13. Ability to edit messages after sent

    Both visitors and agents can edit messages after sent.
    This feature could really help to modify some vocabulary errors after sent.

    3 votes
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    HI Morgen,

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

    We currently don't have an option to edit spelling or phrases after it sent. We suggest for you to use shortcuts.

    Shortcuts save you time and keep your team’s responses accurate and consistent. They also ensure that your spelling and grammar are correct.  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 at support@tawk.to. Our live agents are always available to assist you. 

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

  14. Is it possible to prevent the agent account in the Android and iPhone apps from disconnecting automatically after a few days? Agents in this

    Is it possible to prevent the agent account in the Android and iPhone apps from disconnecting automatically after a few days? Agents in this way risk losing chat and not realizing it

    2 votes
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    1 comment  ·  Android app  ·  Flag idea as inappropriate…  ·  Admin →
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    Hi Alex,

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

    Currently, there's still no option to prevent this. The app should be open and running in order for it not to get disconnected. At the moment, users session will expire if no login in 10-12 days.

    We have taken note of your feedback and have submitted this to our engineering team. We will post updates once the feature has been approved and implemented. Please keep an eye for the updates. 

    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

  15. 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
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    Hi Ivan,  

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

    Currently, we don't have a feature to receive a direct message into email when you are not logged in from the dashboard. Only mail notifications from live/missed chat, offline messages, and tickets. But DMs and group chat messages can only be shown and received on the dashboard.

    We have taken note of your feedback and have submitted this to our engineering team. We will post updates once the feature has been approved and implemented. Please keep an eye out for the updates. 

    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

  16. 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
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    Hi Ivan,


    You can have private conversations via direct messages with any of the agents you share a property with. This means you can easily chat with them at any time or even send them messages while they're offline knowing they'll be notified when they return to the Dashboard.


    To learn more about direct messages and group chats, visit the following links:  Setting up direct messages https://help.tawk.to/article/setting-up-direct-messages

    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.

  17. 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.

    23 votes
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    9 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Hi Cathern,   

    Thank you for choosing tawk.to and for sharing your question here.  At the moment, we currently don't have a feature to leave a message to a missed visitor.

    We have noted 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. Our live agents are always available to assist you.  You can also email our support line at support@tawk.to

  18. 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
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  19. It would be very useful to view messages for ALL properties on one window sorted by date without having to click into each property

    For people that manage the chat for multiple sites, and want to view and sort all messages for ALL properties in one window

    6 votes
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    Hi Oliver,

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

    Currently, we do not have any feature to manage all properties in one window.

    We have submitted this request to our engineers for assessment. We will provide an update should this feature be approved.

    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

  20. 1 vote
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    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…

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