Enable Offline mode without dropping active chats - Critical Feature
We have tried using your chat as alternative to Jivochat. All is great except one important feature.
When we have too many clients online and our agents cant process all chats, we need to be able to enable Offline mode on website so we are able to complete chats with existing customers before taking on the new ones.
Right now the only option to enable offline mode is:
a) all agents should log off
b) Stop accepting chat on via (Accept Chats from -> our website->No)
If we do one of the options above, all active chats are dropped and customer remain hanging with unanswered chats.
We need a possibility to enable offline mode, by for example setting Away status for all logged in agents, then we would be able to finish existing chats and work with offline messages via Messages section.
Without this feature we cant migrate to Tawk.to and we really like your product as it is now.
To All Our Valued Users, Thank you for choosing tawk.to and for sharing your challenge here. We currently don't have an option for chatting in Offline mode. Once the widget/agent status is set to Offline, you will not be able to send a chat even if you are in the middle of the conversation. To join the conversation, set your status to 'Online' or 'Away'. Your request has been acknowledged and updates will be posted once the feature has been approved and implemented. 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!
Another chat product I used would retain the same status you had at logout for the next login. In other words, if you put yourself "invisible" at logout, you would login again as "invisible". Very clever -- it quickly becomes a habit for those who prefer to be invisible at login.
Amanda Howell commented
very important to be able to keep chatting, yet turn chat off. Emotionally challenging to see all those people who could want you any minute!!! haha!
Dan Bullock commented
I want to request a setting per agent to login with offline or invisible status.
eg. so when you login to dashboard, you are not automatically 'online', this would allow an agent to review existing tickets/chats etc before going 'online'
Particularly useful when using the 'Hide widget when offline' setting.
So you don't have to manually set to 'invisible'.
During to timeframe between the agent logging in, and setting status to 'invisible' the widget is visible on the website.
Which is what I want to eliminate.
Steve Nelson commented
admin should be able to change default online status whenever login. i prefer invisible status whenever i login. but now i have to change status from online to invisible everytime.
Emile Chartrand commented
Could you add an option for an agent to go "offline" but to stay active in the chat sessions he's already in?
It would be very useful - let's say we only have one agent who's already chatting with 3,4+ customers, if he could go "offline" or "hide" from the other online customers in order to put all his attention to his current chats rather than have people wait and get frustrated over the wait, it would be great!
You guys are awesome, keep it up!
i third this. i would like to be able to log in, double-check everything and go visible, or "online", at my own pace.
I second this suggestion, or at least make the default agent status (upon login) configurable. It currently sets the agent available as soon as they login, allowing the administrator to change the default status will be very helpful.
Would be nice if I could set my dashboard status to online or invisible when logging in.
If you have visitors 'chomping at the bit' for chat assistance, and decide to login early to check messages ... your morning java can quickly be ruined by the flash of the 'Online' bar.