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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. Able to update auto replies

    Hi there,
    When system create a ticket it sent confirmation mail to customers.

    "Hi Customer,

    Your message has been received and is currently being reviewed by our team.
    For your reference, this ticket id is #6."

    I couldn't find any place to replace the words or translate it to my native languages.

    I am sure that there are more auto replies like this.
    We should be able to update them.

    1 vote
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    Hi Hakan,

    Thank you for choosing tawk.to and reaching out.

    This is a great idea! Auto reply and ticket updates can be helpful reminders to customers about the status of their tickets — whether they are pending or resolved/closed.

    At the moment, we don't have these features. However, we do have our Mail Notification that sends emails for all the Chat Transcripts, New Tickets, Offline Forms and Missed Chats.

    We're continuing to build out our Messaging product and have taken on your suggestions.

    We 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

  2. Analysis of time when no agents are available for chat during the working day

    We need to look at times when none of our current agents are available for chat online during the working day. (rather than leaving a default option and missing chats) It would be useful to report on at a person level to see when they were available throughout the day.

    1 vote
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    Hi Anthony,

    Thank you for choosing tawk.to and for sharing your suggestions. We value your input and we thank you for the continued support for our product.

    We currently don't have the option to analyze the amount of time for which agents are not available to take chats.

    At the moment, we don't have a specific scheduler that automatically sets agent status to online/offline. However, at least one agent must be logged in as either Online or Away for the widget to be online.

    Note: we've taken note of your suggestion and will post updates once the feature has been approved and implemented.

    Visit this link for more information about agent status: https://help.tawk.to/article/changing-your-online-status

    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

  3. contact page

    Allow for the knowledge base to be linked to platform contact forms (Wordpress, Shopify et) so that when a user starts entering the contact form subject they would get suggestions appear for the answer from the knowledgebase. This greatly would help self support and would be a unique key selling point for tawk.

    Similarly, the contact forms embedded into the websites could have links to tawk chat to be more seamlessly integrated with the websites rather than just a chat widget.

    3 votes
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    Hi Bob,

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

    Allowing the Knowledge Base to be linked to other platforms is currently unavailable.

    We are continuing to build out our Knowledge Base product.

    We've acknowledged your request and have forwarded it to the team. 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 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!

  4. Fleeq Integration

    Fleeq.io is great to do tutorials for the KB but there's no way to link/embed it (directly).
    Also, you might want to reach out to Fleeq in order to add tawk.to the their integrations as well.

    3 votes
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    Hi Leandro,

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

    We don't currently have an integration with Fleeq.io, however, it's in our product Pipeline :)

    We are continuing to build out our Knowledge Base product.

    Our developer team will check and coordinate to Fleeq.io on this matter for possible integration in the near future.

    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!

  5. Video Source by Iframe Knowledge Database

    We would like to pose:
    The possibility of being able to add a personalized video source through Iframe or HTML in the Knowledge Base.

    In order to be able to add our own player added from Our CDN. Or from another source.

    We would also like to be able to request the integration of https://bunny.net/ in order to be able to integrate the https://bunny.net/stream/ libraries

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

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    Hi Rafa,

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

    Adding or inserting HTML code in the Knowledge Base is currently unavailable.

    We are continuing to build out our Knowledge Base product.

    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. Show when a customer has read chat/ticket

    I would like a way to be able to see if a customer has read our reply to the tickets they submit or to the chats they submit.

    Would be nice to know if the customer has read the message they can be marked as resolved or closed.

    3 votes
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    Hi Jason,

    Thank you for choosing tawk.to and reaching out.

    This is a great idea! Auto reply and ticket updates can be helpful reminders to customers about the status of their tickets — whether they are pending or resolved/closed.

    At the moment, we don't have these features. We do have our Mail Notification that sends emails for all the Chat Transcripts, New Tickets, Offline Forms and Missed Chats.

    We're continuing to build out our Messaging product and have taken on your suggestions.

    We 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 at support@tawk.to. Our live agents are always available to assist you.

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

  7. Add "drag in" file feature to the chat

    Now its necessary to make a screenshot, download it and upload as a file. With Mac OS you can create a screenshot without saving it as a file and just drag it anywhere. Would be super cool to have "drag in" feature for Tawk

    1 vote
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    Hi Aleksandr,

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

    We don't currently have a feature like this. However, if you would like to request it, please post the idea here > https://feedback.tawk.to/

    Our product team will look into this in the near future.

    Currently, we can only drag it to chat from an existing file in the desktop device.

    Other ways to send files at the moment will be by using the paperclip icon/upload file menu or copying/pasting the image in the message box.

    Here is a list of features: https://www.tawk.to/features/

    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…

  8. 3 votes
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    Hi Harsha,

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

    At this stage, we do not have exporting or back-up features for our KB articles.

    We're continuing to build out our Knowledge Base product and have forwarded your request to the Knowledge Base team.

    We will post updates once these features have 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!

  9. 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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    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…

  10. 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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    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!

  11. 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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    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!

  12. Shortcut Feature Request

    Please place an option for admin user to restrict who can modify/create the shortcuts.

    If above is not possible, to track who created a new shortcut and/or who made an update, Please require user information before a new shortcut or a modification is saved.

    1 vote
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    Hi Ed,

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

    We currently don't have a feature allowing you to restrict access to creating shortcuts. Shortcuts may be created by any member of a property.

    However,you can restrict access to shortcuts.For every shortcut you create, you have a choice between making it Public or Personal.

    Selecting Public allows all agents with access to the property to use the shortcut when answering chats. A Personals shortcuts can only be used by you and are also known as Global Shortcuts. You can access these by going to My Profile (user icon top left corner of the Dashboard) and selecting Global 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…

  13. KB search

    Please, make the "View in full" button enable/disable. As for now is always enable. We loved the feature but have sensitive information and the KB site is open for anyone with a link.

    3 votes
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    Hi Raphael,

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

    At this time, there is no option for enabling or disabling the “View in full” button.

    We are continuing to build out our Knowledge Base product and have shared your suggestions with our development team.

    We 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 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. dark mode / theme for dashboard

    dark mode / theme for dashboard

    1 vote
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    Hi, Gio Enrico

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

    We do not have a dark theme for our dashboard at this time.

    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. Session match

    When a customer login 2 different devices the customer has 2 different chat session.
    But i know from the login credentials both session are the same person.
    We should match the sessions by id or some thing uniqe.

    3 votes
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    Hi, Mert ÇIKLABAKKAL

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

    Currently, chats initiated on separate devices will appear as unique conversations in the Monitoring panel.

    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

  16. Location Notification to Agent

    The agent should get notifications if customer visits from a specific location

    1 vote
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    Hi!

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

    At the moment we do not have location notification settings.

    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

  17. 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

  18. The Widget should say how many admin is on to help you!

    Like if there is only 1 admin online the widget say
    Hi! There is 1 admin here!

    3 votes
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    Hi!

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

    We currently do not have notification settings for agent or admin status.

    An alternative way to know  an admin’s online status is to create a Group Chat.

    You can also view how many members of the Property are online.

    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

  19. improve the whmcs integration explanation

    Hello, first of all I appreciate the work you do. keep in that way. In the help center there is an article where it helps to integrate the chat in whmcs, and although I try both ways, the chat is never integrated to my site, I think the explanation should be more specific, that is, it is not that it is not What happens is that it should cover cases where the chat just doesn't appear.

    1 vote
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    0 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi, Juan

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

    We have forwarded your feedback to our devs and KB team to support the creation of additional content to help our users integrate tawk.to with WHCMS.

    Your request has been acknowledged and updates will be posted once the changes have 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 

  20. share article to multiple KBs

    We have multiple articles that are relevant to more than one KB; it would be great to be able to share them across KBs without recreating. Related: share an article across categories without having to duplicate.

    1 vote
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    Hi!

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

    We currently do not have an option to share or migrate articles from one Knowledge Base site to another.

    However, you can list an article in multiple categories of the same Knowledge Base Site. The article will appear in the list for each category.

    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

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