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1,059 votes
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 our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
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3 votesOP
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1 voteOP
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2 votesOP
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1,611 votes
To All Our Valued Users, Thank you for choosing tawk.to and for taking the time to share your ideas here. At the moment, we don't have a direct Chat transfer to another agent. Rest assured that this feature is currently planned and our engineers are working towards its completion. The software upgrade will be posted 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 our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
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8 votesOP
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9 votesOP
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233 votes
Hi there dear tawker,
We are currently planning on developing granular permissions that will solve this problem.
Hope this will be solved in the near future.
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commented
Within the module, need the ability to set whether agents have permission to edit global shortcuts.
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57 votes
Hi!
Thank you for choosing tawk.to and for taking the time to share your ideas here.
At the moment, our Shortcuts feature only supports plain text format.
Your request has been acknowledged and updates will be posted once the feature has been approved and implemented.
If you have any other questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.
Alternatively, you can reach me here at nicola.mangulabnan@tawk.to
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124 votes
Admintawk.to
(top bird!, tawk.to)
responded
To All Our Valued Users, Thank you for choosing tawk.to and for reaching out. This is how the department function works for tawk.to chat.
1. Chats can be assigned to departments, all AGENTS including those who are not assigned there can see the incoming chats, but only those who are assigned to the department will get a notification.
2. This is so to allow easy chat take-over especially if the transfer is from one department to another.
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In departments, the other agents only hear the notification sounds if there are no agents currently online in the department the visitor has selected. So the only time it rings for all agents is when a department is selected that has no agents currently online. This is to prevent the chat from going unanswered.
4. Currently, there is no set-up to hide chats from other departments. If you have any other questions,…An error occurred while saving the comment OP
commented
While you're working on chat routing, logic should be developed for both round robin routing and "most available" agent routing (based on least number of chats, or lowest % of capacity based on maximum chats allowed per agent).
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commented
Don't understand how round robin routing isn't already built in. Every major chat platform I've looked at has this. Unfortunately, this is a deal breaker for us.
This would be helpful. Yes, you can "solicit" through a intra-agent chat but that process is 3 or 4 steps and 30 seconds as opposed to a single click and 3 seconds. In a high volume environment, focusing on how to save 25 seconds per action is impactful. It's also the difference between users "liking" a platform and "raving" about it.