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
Let me know if you have any other questions, require assistance, or just want to talk to someone at tawk.to. Here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!
We are using the Basic Chat Rescuer trigger. We ask customers to leave their contact details. Would be good to have the field pop-up for them to easily do so (if they haven't already entered their contact details).
I missed a chat today, because I didn't respond in time, but I didn't have their contact details.
Rescue Chat gets my vote, we often get over capacity and that solution would be just right to catch the query with a nice expectation setting form.
Brandyss Adams commented
This is still a MUST HAVE. We are losing business if we are online but busy with another customer. The pre-chat form (before the chat even begins) not only gets in the way of the display messages, but also can act as a deterrent for individuals who feel pressure to leave their information without an already developed relationship with the brand and site.
Ultimately, the Chat Rescuer should trigger with a response and request Pre-Chat information. How this is not an existing feature is peculiar to me.
Please treat this feature as urgent (it's been nearly 2 years).
Amanda Howell commented
We depend on getting the email address. If that is not lost it sounds ok.
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Anthony Kasdorf commented
Add the functionality to request the user's name and contact details after a trigger chat has been created.
We're always having to ask for the user's name and email after the fact when a trigger has been set off.
Thach Mạnh commented
Years ago when the new Jersey shore drive
Hi there, just wondering if its possible to create a post chat form. Theres a pre-chat form but many wont fill it in. What about setting up a form that triggers mid chat, or after the first user input so its more natural. User puts in first input, then form appears,
please show automated trigger messages before the pre-chat form on mobile. Beste way to solve the issue is that when on mobile the user presses on the chat icon the messages will be shown first and then when the customer wants to entered his message and presses send, it will ask for pre-chat form details before it gets sended. Please fix that. We lose a lot of customers because of that.The way it is now the customers thinks, why should he enter his contact details just to see messages that he got. That seems for the customers as we just want to get the contact details.
Yeah! I was about to say that. It is a very frustrating event and the customer potential is decreasing. Please, Fix it !
Mayur S commented
its too irritating
Superior Ads commented
yes this is very frustrating !!!
Gary Barr commented
I was just coming to mention this also. PLEASE fix this. It has such a powerful tool to not waste our time, but blocks it with the Prechat form. So I have the option of either having lots of chats for people that started it for the wrong reason (wasting lots of our time)... Or not being able to know who our legit chat people are.
PLEASE FIX THIS!
Sarah B. Abu-Taleb commented
I would appreciate it if you would activate an automated response in the live chat.
Will Dove commented
Thx for responding. Yes, I think something like 'Triggers with input fields' would work. We've simply found that our total number of chat requests dropped dramatically after we put the prechat form in place. I think we'd get a better conversion rate if we could trigger a form after a period of time has passed without a response.
Will Dove commented
We noticed a large drop in chat requests after activating the prechat form but of course we'd still like to have the opportunity to respond to the contact if we miss them. It would be great if the option to load a from could be added to the triggers. For example, something exactly like the prechat form but it opens after a time limit when no one responds. It would of course need a customizable message as well, something like "Sorry no one is available right now. Please provide your name and either phone number or email address and we will get back to you."
This applies to sites where the pre-chat form is enabled as well as triggers
Once the trigger fires the message should be visible to the user no matter what. Once the user views the message and tries to respond it should then show the pre-chat form.
Trigger messages should NOT be hidden behind pre-chat forms. This is awful UX. To see the message the user would need to complete the pre-chat form and many users will not do this just to see if the message is something they want to reply to.
I have tested this on a number of sites with high traffic and the leads plummet when the trigger message is hidden behind the pre-chat form.
The solution is to have the trigger messages always displayed and only once the user tries to reply should they then see the pre-chat form.
Please see the sense in this! :-)
To set a feature that if we do not answer a chat in say 15s, a form will pop up to ask for the visitor's email so that we can still email him after he left the website. (or activate the pre-chat form)
You can see this feature in Tildo or Intercom too.
Filippo Bradaschia commented
Please add an option to remove or modify the the ##- Please type your reply above this line -## in tickets.
This is important for international language customers.
We'd like to be able to expand on the initial Email response when someone sends in an Email. This would include specifics about our support service and predicted response times etc. Can we please have the ability to Edit/Replace the initial text?
At this point, the aesthetic is less important than the message although to have a more customizable template that could get close to a company's brand/style would be ideal.