Hide Chats I Have Not Joined
I'm wondering how we can make it so that my colleague can only filter to see the chats they are responsible for rather than having everyone's chats fill their screen as well.
For example: My colleagues were successful in "Joining" individual chats, but when one person (Colleague A) would join a chat, they could also see the chat Colleague B and Colleague C were having. This was being listed in the Active Chats tab. I'm wondering if there can be a way hide the chat if the person is not the individual responsible.
I recognize this is defaulted in the system so multiple individuals could serve a customer. In a small business circumstance, with our set up, it would minimize clutter for our colleagues by not having all the chats showing.
Thank you for choosing tawk.to and for sharing your question here.
Currently, a feature is not available for assigning chats to specific agents or hiding chats from other agents. All chats can be viewed by all members of a property.
I would suggest creating a department.
Here’s how the department function works in the tawk.to chat:
1. Chats can be assigned to departments. All agents, including those who are not assigned to a chat, can see the incoming chats. However, only those who are assigned to the department will get a notification.
2. This allows for easy chat take-over, especially if the transfer is from one department to another.
3. When a chat is assigned to a department, other agents only hear notification sounds if there are no agents currently online in the department the visitor has selected. So the only time all agents are notified is when a department is selected for which no agents ate currently online. This prevents the chat from going unanswered.
4. Currently, there is no feature allowing chats to be hidden from other departments.
To learn more, visit this link: https://help.tawk.to/article/creating-and-managing-departments
We have taken note of your suggestion and will post updates 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 a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!