Brian

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  1. 477 votes
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    80 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing tawk.to and for sharing your challenge here.

    You may try the following suggestions to identify/limit your agents under the ‘Monitoring’ section:

    To identify whether the visitor is your actual user or your agent, you can follow the steps below:

    1. Ask your agents to visit your website and initiate a test chat.
    2. Join the test chat.
    3. In the top right section of your active chat window, select the ‘Details’ section (tab).
    4. Rename the long auto-generated IP Address to your agent’s name. You can also add their email address.
    5. Save all settings.

    The next time your agent visits your website, their name will now appear under the ‘Monitoring’ section.

    You can ban the IP Addresses of all admin and agents. Once banned, the widget will be hidden and will not be visible in the monitoring section.

    Visit this…

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    Brian commented  · 

    It's fairly trivial to just tell your website to do this kind of checking server side, and not include the tawk.to javascript if the request matches a specified IP.

  2. 973 votes
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    121 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing tawk.to and for sharing your request here.

    The customizing tickets via email feature has already been submitted to our engineers. Rest assured that this feature is planned and updates will be posted once it is 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!

    Brian supported this idea  · 
  3. 621 votes
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    44 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    Automation and agent allocation is currently on the development roadmap.

    Our engineers are working on it and updates will be posted once it has been implemented.

    Should you have any 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!

    Brian supported this idea  · 
  4. 11 votes
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    2 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Brian shared this idea  · 
  5. 41 votes
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    under review  ·  2 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Brian supported this idea  · 
  6. 34 votes
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    15 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi!
    Thank you for the suggestion.

    Web-dashboard will show agent as not online after some time.
    Only session on our mobile apps (Android and iOS) will keep widget always in Online state.

    To make widget be in Offline you can change your status on mobile to “Invisible”, log out or end mobile session from other device (in web: Profile – Browser & App sessions).

    Also you can use the “Scheduler” feature to auto turn the widget online/offline during certain hours.

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    Brian commented  · 

    I put forth a similar suggestion. There definitely needs to be some kind of solution, as not everyone remembers to "close the door" when they leave.
    https://tawk.uservoice.com/forums/228427-feedback/suggestions/16634020--auto-away-add-are-you-still-there-check-for-a

  7. 143 votes
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    9 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    Our default Basic Site Notification Trigger will automatically fire a message to all pages of your website (both main and sub-pages) when a visitor is active on your site and does not initiate a chat within the first 30 seconds.

    You can also create an Advanced Trigger to fire a second message if your visitor is still on the page after a time delay you specify.

    Learn more about triggers here::

    1. Creating and managing triggers
    https://help.tawk.to/article/creating-and-managing-triggers

    2. Advanced Triggers
    https://help.tawk.to/article/advanced-triggers

    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!

    Brian supported this idea  · 
  8. 453 votes
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    32 comments  ·  Feedback » Add-ons  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    Thank you for choosing tawk.to and for sharing your question here.

    Screenshots are currently not available in our chat widget.

    We do, however, offer the Screensharing feature as part of our Video+ Voice + Screensharing Add-on.

    This Add-on can provide better support when your customer needs help in navigating your website.

    This is a faster and better way compared to requesting multiple screenshots from your customers.

    To learn more about our Video + Voice + Screensharing, visit the following links:

    1.Video + Voice + Screensharing add-on
    https://help.tawk.to/article/video-voice-screensharing-add-on

    2.Getting started with Video + Voice + Screensharing
    https://help.tawk.to/article/getting-started-with-video-voice-screensharing

    Let me know 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!

    Brian supported this idea  · 
  9. 1,030 votes
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    108 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,,

    Thank you for choosing tawk.to and for sharing your request here.

    An automated status change to Away is currently under review.

    We assure you that this feature is under works and we will update you as soon as it is 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!

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    Brian commented  · 

    Agents being online when they are not is a huge problem currently - no customer wants to see "Online" but get no response from a company, and we all know agents regularly forget to set their status to away/invisible when not working especially on the mobile app.

    My proposed solution to help alleviate this would be to add an "are you still there?" popup (Netflix does this), and if the agent doesn't respond within X minute(s) to set their status as away/invisible/offline. It could check the agents status every 1 hour or something like that - customization needed of course.

    Also, you could consider a "sleep timer" where agents ask to be set as away/invisible/offline after X minutes. This is useful if an agent knows they only have a 2 hour window to offer support.

    Consider implementing one or both of these features - it will save us a lot of trouble!

    Brian supported this idea  · 
  10. 494 votes
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    72 comments  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    We currently don’t have an integration with Google Analytics.

    We do, however, have our Google Adwords Tracking integration.

    Google Conversion tracking can help you see how effectively your ad clicks lead to valuable customer interaction with tawk.to.

    This article explains how to create a conversion action to track visitor engagement with the widget. You can find the sample code and tutorial here: https://docs.tawk.help/article/google-adwords-tracking

    Note: this code example tracks a new chat as a conversion. If you would like the conversion to occur on some other metric, please refer to our Javascript API: https://help.tawk.to/article/google-adwords-tracking

    Should you have any 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!

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    Brian commented  · 

    Everyone - this is now possible with the javascript API: https://www.tawk.to/javascript-api/

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