Have a trigger which after a user responds to it they have to fill out a pre-chat form
To All Our Valued Users, Thank you for choosing tawk.to and for reaching out. The pre-chat form option will only come up when you select the Online and Offline Status under the Chat Widget Content. Alternatively, 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 are from 10 seconds to 1 hour. In this section, you can leave a message to your users saying that you are currently unavailable and requesting them to leave their details after. For more information, you can visit this link: https://help.tawk.to/article/creating-and-managing-triggers If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
Plamen Manev commented
If a user starts a chat and noone has taken over and answered their question within 60sec, an automatic message should be sent:
'We're busy at the moment! Please leave your email and phone number and we'll get back to you as soon as possible! '
This is great. Is there any way to incorporate SMTP integration for our mail servers into this so the email can come from firstname.lastname@example.org vs [funiquieidentifier]@tickets.tawk.to?
this is a good idea.
Suppose when a visitor is not getting any response from an agent for some period, we can set a trigger to send some notification. But Can be the trigger contain a form with name , email and message field telling, "Please send your message here, we will respond soon".
Add prechat form in trigger in case we miss to attend the chat and customer leaves
I know the pre chat form exists, but it acts like a barrier for some people.
Instead of just starting the chat, the visitor will ask his question but the agent didn't respond on time. So when this happens it would be good if Tawkto would send an email request form.
Even if the reply time was to long you still have an email to respond to, but the start of this chat was simplified. Just need to open the chat and start asking.
Visitor : Hello I would like to ask for information.
Tawk.to typically replies in under 2min.
Don’t miss their reply.
Get notified by email
#email request form#
Sorry. That must have been a mistake, i don't even know what I meant!
How about just Auto respond to ticket - e.g. your ticket has been closed/open...?
Auto response could be:
Your ticket is now open.
We replied waiting your response.
Closed reply to reopen.
own language would be great.
Mark Poppen commented
It would be great if we could edit the email template ourselves, but I've seen other support desk apps giving the choice of a few email styles. From tickets to semi-tickets to plain email.
Mark Poppen commented
Right now the ticket replies that customers receive are pretty ugly and look very much like tickets.
I want my customers to feel like I'm using a standard email program, so that they know they're not being treated like a "case" or a number.
Customers are human. Make it feel more personal.
In the ticketing section, I have a hard time to figure out how to easily find new messages and dismiss them or mark them as read. Now I need to go through sites and folders one by one to find messages and need to dismiss them one by one with several clicks. Often I just reply to E-Mails and want to dismiss all messages that are solved already all at once. So two requests: a section that lists all open messages from all sites and pages and a way to batch handle them (mark read, delete, mark solved or whatever)
Exline Creative commented
I think it would be cool improve a bit more chat design and it would be incredible if customers could create the tickets like a Helkpdesk
Your message has been received and is currently being reviewed by our team.
If this message that customer receives
could be edited, it would be great.
The design should be managed in a professional looks