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Suggest a new feature or improvement to current ones to make tawk.to the best service available!

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  1. forward tickets

    There should be a possibility to forward tickets and caes to email recipients other than the current end user, such as collueagues (outside tawto)

    33 votes
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    2 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  2. create an ability to view all chats across all properties in one report

    create an ability to view all agent chats across all properties in one report please :) We have 27 properties so would like to be able to see how many chats each agent does across them all in one report.

    32 votes
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    2 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  3. Set time for automatic ending of a chat

    I think after a set amount of time a visitor does not reply (you can set the time) it should allow for the chat to be automatically ended, with some sort of message just before it ends like "Thank you for chatting, due to no reply the chat has been ended but feel free to open it up again if you need more assistance" But this message should be customizable.

    31 votes
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    under review  ·  3 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  4. Agent List View

    We used to be able to see the list of agents in our monitoring view, I understand that this feature was just removed, please bring it back. As a manager, it is great to see who is online/offline without searching the direct message box.

    31 votes
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    10 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi!
    Thank you for the suggestion.

    At the moment you cans still see the list of agents. Just type any letter into search fields and click “Browse all direct messages”.

  5. Display trigger on mobile and tablet not only in fullscreen mode.

    The Idea is to correclty display the widget window in mobile and tablet. The best solution will be to see a small window, because actually it automatically go fullscreen. Because if you use some triggers, in tablet and mobile version they are too much invasive.

    30 votes
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    under review  ·  9 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  6. Access tickets using API

    Could be great to access to the ticket data using the API. For example a query of "new"or "pending" tickets returning a JSON object
    Congrats! Great tool!

    30 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  7. I like the functionality of the ticketing system, But I want to customize the look of the emails being sent

    I want to change the look of the emails being sent in the ticketing system to better show off my companies marketing tactics. Also I like to have my emails show my picture in it to more closely relate to my customers.

    30 votes
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    3 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  8. Custom Sounds

    Is there a way we can have or edit the sounds in the desktop version of tawk to. Currently we are limited to only the sounds the tawk to desktop app provides. The ability to add our own wav sounds would make it more fun with custom messgaes etc.

    30 votes
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    10 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  9. Notification Sound on trigger

    Whenever someone visits our website and when they see our trigger "Welcome to our Website......." then they should hear some notification kind of sound just to grab the attention of the visitor to live chat section. This would increase engagement.

    29 votes
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    9 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  10. Separate Analytics by page in the dashboard

    When using tawk.to live chat on more than one website through the same dashboard it would be good to be able to separate the analytics between the sites rather than have it all combined.

    Hope you can work something!!

    29 votes
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    12 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  11. better knowledge base searching

    Currently you can only search the title in the knowledge base. Can you expand the search to search the entire KB article text? Imagine searching in outlook and only being able to search by words in the title of an email...

    29 votes
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    2 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing tawk.to and for taking the time to share your ideas here.

    You can search articles in your Knowledge Base according to the keyword.

    If the articles contain a word you are searching for, it will appear in the search results.

    I have personally tested this search function and. EG. When I search for the keyword “group” – all articles containing that word show up in the search results.

    Helpful links about KB:

    https://help.tawk.to/article/what-is-the-knowledge-base

    https://help.tawk.to/article/setting-up-your-knowledge-base

    https://help.tawk.to/article/creating-knowledge-base-categories

    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!

  12. Write the visitor "name" and "email" in the transcript template sent by email

    If you add this fields in the email template sent to the admin email, it will be possible to sinc the transcripts with any people profile in any other tool.

    Zapier Email Parser is capable of scraping an email, find relevant information (email and name) and later integrate with any tool.

    29 votes
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  13. Allowing HTML through email messaging and ticketing.

    Hopefully self explanatory in the title. We would like to use the system for both realtime chat and email ticketing system for some marketplaces ie Ebay and Amazon.

    The problem is all the HTML that is sent is stripped (links and images).

    28 votes
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    5 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  14. Customizing the post-chat experience.

    The content of the "your chat has ended" segment should be fully editable. It currently violates several of my property style guidelines and there's nothing I can do about it.

    Problems:

    The icon color is wrong.
    The text is written in plural. (There is no "us" in my studio)
    The text contains a typographic error that cannot be corrected.

    We should be able to:

    Remove this entire segment of the CX loop if desired.

    Change the icon color.

    Remove the icon.

    Edit the heading text.

    Edit the body text.

    28 votes
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    7 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing tawk.to and for reaching out.

    At this stage, we don’t have a feature to modify ‘your chat has ended’, or the option to edit the text color.

    Rest assured, your suggestion has been submitted to our engineers. We will post updates once the feature has been approved and implemented.

    Should 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!

  15. Allow a trigger to be created when a chat is initiated

    When a customer starts the chat after completing the pre-chat form, it would be a good idea to have a trigger to auto respond.

    This lets the customer know that the chat has been initiated our end.

    27 votes
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    6 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing tawk.to and for taking the time to provide us with your feedback.

    Definitely! You can create a trigger that fires after your visitor fills in the form. I have personally tested these advanced trigger settings and the trigger successfully fires with the message I’vecreated. (Example: “Hi, Thank you for reaching out”)

    You can do as follows:
    1. Select Administration Section > Trigger > Add Trigger

    2. Select Trigger Type > Advanced

    3. Type the Trigger Name and Description

    4. Under CONDITION > When a visitor sends a chat message

    5. Under CHECK > All of the following conditions 1. Account Status > Equals > Online

    6. Under ACTIONS > Send message to visitor

    7. Type the agent’s name and your message
    (This is where you can input a message letting your customer know that the chat has been initiated.)

    I hope…

  16. Give time scheduler options at 5 minute blocks instead of only 15 minute

    The current time scheduler options of 15 minutes only are very restricting. For example I have someone working til 6pm but the only options are to go off at 5.45pm or 6pm when really I need it to be 5.55pm.

    27 votes
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    3 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  17. Intercom Style Conversations

    On intercom youhave a full history of conversations ... be good if Tawk to you could end a conversation and start a new one and the full history shows until cleared.

    http://media.ojedigital.com/f568a175817e

    26 votes
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    4 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  18. Bulk Download of Report

    Able to download report in one page and need not go to each section. This should include per agent's data as well as group data in one report.

    26 votes
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  19. 25 votes
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    5 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  20. Save ticket as draft

    There is no draft during creating ticket.
    When we are creating a ticket, but if a new chat is coming in and take, the ticket will be not stored. To avoid missing ticket or re-creating the ticket, it would be great if we can save the ticket as a draft.

    25 votes
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