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!
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.
A feature where if a new visitor starts a chat and they don’t get a response in a pre-determined time frame. Visitor will get an auto response stating we are unavailable or busy and the visitor will automatically be presented with the contact us via email box
Qaunain M commented
It would be great if you could add the Pre-Chat Form into the Chat Rescuer Bot. So for example if the website visitor hasn't had a reply from the webmaster in 1 minute it could first display the message and then ask for the name + email. This improves lead generation, customer service, sales, etc.
Andres Sepcid commented
Hi. I thank you in advance for reviewing my petition which I hope you can help me not only me but also thousands of others who may be in my same situation.
A few months ago I configured the tiggers so that when a visitor enters my website I can receive an invitation message to the chat after 30 seconds. All good if I can answer the messages. The problem occurs when I do not hear the announcement on the mobile and the visitor leaves (annoyed) because I did not answer.
My suggestion and improvement proposal is to incorporate in the activator the request of the visitor's name and email to start the chat. This helps a lot to keep track of who enters. If for some reason I can not answer, I will never know how to contact the visitor and that is pre-opaque.
When the activator launches it does not ask for its name or email the visitor, then already in the chat window it gives the possibility to edit the name, but not all the people realize this. I have dozens of messages that I have received and always with a code, never with the name of the visitor.
If they could add the option to request the name and email of the visitor this would help to better classify the messages. They could also be created as tickets because if they do not have the email it is impossible to answer them.
Well, that would be it. I hope you can implement this improvement.
Thank you very much.
+1 as mentioned above, this is important for non-english websites
Why is such a crucial functionality not being addressed?
Would be great if there is a chat rescue option with a form. So when a agent does not respond in time the user is asked for email, name and phone so we can contact them later. ( form with chat is emaild to a email adres )
The chat agent may either forget to respond to is too busy to respond after the chat has begun. In that case of idle time/no reponse by agent we could raise a trigger to attend the customer
Yes also because I have chat in Italian and this email is sent in English!
Two new ideas:
1.) Can you add pre-chat form if the agent isn't replying when his online?
2.) Automatically going offline if I close my mobile phone?
We use a triggered message to push clients to tell us what they need. Clients are happy and willing to share their thoughts but if we miss a chat which happens quite often (tawk.to has a pretty unnoticable notification system), we don't have their emails to catch them later. I can almost see these customers choosing a competition to fulfill their needs. Please do something about that.
Chad Agate commented
When we're creating a ticket for a call in customer, they receive the following in the intro...
"Your message has been received and is currently being reviewed by our team.
For your reference, this ticket id is #61."
Doesn't make a ton of sense. The ability to customize this would be awesome.
Jürgen van Dijk commented
Would be great! Own SMTP integration would be fun also :).
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.