A queue could be nice, because if you have many people on the livechat, and only are one agent online, then a queue could be good to have. For exempel, when 6 users write to me, at the same time, I can't answer them all at the time. So a queue system could be very good! Exempel: You are number 6 in the queue. Or your own custom message.
To All Our Valued Users, We thank you and appreciate the patience and continued support over the years. As per our development team, we are waiting to roll out a huge update to the architecture of the software in order for this feature to release. As you can appreciate, unfortunately, things don't always go to plan, and other product launches need to be prioritized for the sake of progress. Rest assured, this has already been raised and the update is currently in progress. We 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 our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
I waiting for this.. Please make it happen
Stavros Zacharias commented
Also be able to have different ring sounds for different departments and sites.
Dan Dawson commented
Currently if a department has no agents available it shows up in the list as "Offline" but I would like the option to just hide that department until they actually have agents online.
An option to queue the visitors when an agent is overloaded.
An option for the visitor to choose the appropriate department or an agent based on choice.
My bussiness is Real Estate and I have 3 online agents here in Brazil.
But when a customer enter on chat, calls the three agents simultaneously.
We need one call only to one agent.
The next call on chat, go to next agent in queue, so consecutively.
This will help very much!
Think about it!
Kevin Quiroz commented
Another good option to consider is if: there are many open chats, you can write a message that reads the client, as a waiting list to tell you something like:
"All our agents are assisting other customers, be patient please. In approximately six minutes will be served .."
This would benefit us in more customers, or so I think.
I want it so you can end the chat as a admin or agent not just let them end it because they can forget and a agent can randomly join the chat if they're on the website?!? Even tho they're not using live chat fix that!make it so agents and or admins can end the chat because if we leave we can rejoin well other Clueless agents can join!
Now you can't see if another agent already has replied to an offline message. So multiple agents will answer a single question. Also make it possible to assign questions to other agents.
@Nick G. This. Very much this. It's frustrating when a customer wants to speak to a different department, but they are stuck with their original choice.
Seemingly, the most obvious thing would be to make the Pre-Chat form mandatory every time a new chat is requested. ?
have a config setting to limit number of csutomers an agent can chat with ; upon reaching limit then show the offline form or enter queue
Be able to set which agent to answer chat at random among those set as currently "on call" (operating hours for each individual agent) and excluding those who are in the middle of a chat. Or set it to always be one agent during one set of hours and another agent during a different set of hours. Be able to set operators times to automatically clock in or clock out. Be able to set the system avatar for auto actions as the person who is clocked in, available, and chosen by tawk.to for that chat.
Nick G commented
To clarify, it seems the user is stuck with whichever department they first selected. Once the user has ended a chat, they should be re-asked to chose the department otherwise they can never change. If you combine this problem with the fact that there is no "transfer chat" function - it gets quite problematic to get another department to take over the chat.
This should be a furture update!
when client select one of the departments before chat - he cant select another department because where are no such select-form. After cookies cleaning select-form appear again.
I think it is BUG.
I think deparment-select-form must appear after chat session is finished.
I hope you fix this bug.
sometimes all agents are in a chat and "not available" for a new chat. The visitors on our website still get the pop up. I would like to suggest to set a maximum of chats. The pop-up does not appear when the agents are not available.
Not sure about the others but Round Robin would be very useful to us to. Just helps distribute chats fairly among agents.
I would have thought that doing this by department would be best and should be based on the amount of time spent chatting rather than just simply the number of chats.
Ray Williams commented
The chat should be assigned to an online operator automatically, Right now, it keeps ringing until an operator picks up. You can give both options as well - i.e. Auto assign based on the current number of chats of each online operator or manually pick chats.
I would like to limit the number of concurrent chats AND the number of chats queued that can be taken care of by my agents to avoid swamping them.
I would suggest a parameter is set (for example, 15) after which no more invitations are made. In this example, if a TOTAL of active chats and chats queued is greater than 15, no more invitations are made...
I would like to distribute chats amongst agents more effectively.
On certain sites we provide incentives for positive chat feedback, so it's important to us that all agents get a somewhat equal amount of chat opportunities. For those, Round Robin would work well.
However, for other sites where we provide technical support, we want agents answering chats in a Tier structure. I want my 6 Tier I agents to answer login/easy questions and then Escalate the chat to the next Tier of agents to answer Technical questions, etc.
Lastly, for our extremely zealous Agents, I would like to be able to remove them from these types of queues based on a maximum chat threshold (I know this has been requested previously) set at the AGENT Level. Because I know that Agent A can handle five simultaneous chats, but that Agent B can handle only three.
Austin Collins commented
Instead of selecting a user from the list, you should be able to click 'Next Chat' when you close a chat box. This would make sure the first requested chat is seen before a chat requested after.
This would also work nicely with the idea of a queue instead of an estimated time.