Khairil Gunawan

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  1. 69 votes
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    12 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    At the moment, you can monitor your agent’s performance by User Satisfaction, Average Chat Duration and First Response Time.

    The Sentiment feature shows how many visitors have given feedback to the chat agent by clicking the thumbs up or thumbs down ratings in the chat widget.

    Average chat duration tells you how many minutes on average each chat lasted.

    First response time lets you know how long your customer had to wait before hearing back from an agent in the chat.

    To check the agent’s statistics, you can do the following:

    1. Select the Reporting section of the dashboard in the left sidebar
    2. Select the option you want to track (User Satisfaction, Average Chat Duration or First Response Time)
    3. Click the filter icon
    4. Select the agent
    5. Select the option to download the report as a CSV file.

    Helpful link: https://help.tawk.to/article/understanding-reporting

    Should…

    Khairil Gunawan supported this idea  · 
  2. 810 votes
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    68 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 reaching out.

    The feature allowing users to enhance Shortcut functions with personalization is currently being constructed.

    Our engineers are working on it, 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!

    Khairil Gunawan supported this idea  · 
  3. 996 votes
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    85 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 taking the time to write us your feedback and suggestions.

    Adding enhanced features for agent feedback is currently under review. Our engineers are looking into it and we will update you once this is implemented.

    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!

    Khairil Gunawan supported this idea  · 
  4. 373 votes
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    66 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 challenge here.

    This feature has already been submitted to our engineers.

    Your request is acknowledged and updates will be posted 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!

    Khairil Gunawan supported this idea  · 
  5. 224 votes
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    13 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 challenge here.

    At the moment, closing the active chat window will not end the chat. It will, however, exit the agent from the chat session. Only the end-user can end the chat session.

    For multiple chats, I recommend setting the chat window to a two-chat view. You can do this by sliding the bar icon located at the top area of your active chat.

    You can join up to 4-6 chats at the same time. By setting up 2 views, you will be able to answer 2 chats at a time. You can navigate the remaining chats by clicking over the ‘Next’ arrow option.

    Check this image for reference: https://prnt.sc/us30hh

    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…

    Khairil Gunawan supported this idea  · 
  6. 342 votes
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    33 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,
    ,

    This is Sienna from tawk.to. Thank you for reaching out.

    At this stage, we only have the Pre-Chat Form to get the details of the visitor before the chat.

    An alternative method is to create a Trigger message asking for their information.

    You can also create Shortcuts or canned responses for repetitive questions visitors ask. Setting up Shortcuts saves you time and keeps your responses accurate and consistent. This also ensures that your spelling and grammar are correct.

    We’ve acknowledged your request and have forwarded it to the dev team. They will work with this suggestion and will add the feature in due course.

    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!

    An error occurred while saving the comment
    Khairil Gunawan commented  · 

    @Justin Norman yes we can use pre-chat forms. But how about chat that already started by bots or trigger system?

    Khairil Gunawan supported this idea  · 

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