Admintawk.to (top bird!, tawk.to)

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  1. 1 vote
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    If you wish to forward your support email towards the tawk.to dashboard, you can set-up Mail Forwarding.

    Follow these steps:

    1. Admin >Overview. Copy your Ticket Forwarding Email.

    2. Setup a forwarder for your custom email (eg: support@yourdomain.com)

    3. Point it to the email found in the Ticket Forwarding Email field.

    4. Send yourself a test email, and confirm it arrives in the correct Inbox within the dashboard.

    You’re done! Now when someone sends an email to support@yourdomain.com it will arrive in the dashboard.

    More info: https://help.tawk.to/article/how-to-use-messaging-and-ticketing

    If you have the forwarding email for your CRM or ticketing system, you can specify that all chat transcripts and offline messages from tawk.to be emailed to your external CRM email.

    To change your Outgoing Email Settings go to Admin, click the "gear" icon at the left sidebar of the Dashboard. Then click Mail Notifications at the bottom left of the properties options. Send all offline messages and transcripts to your CRM/Ticketing email.

    More information about Email Notification settings: https://help.tawk.to/article/mail-notifications

    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!
    "

  2. 1 vote
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    1 comment  ·  Feedback » Add-ons  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    You can export contacts under the Messaging section.

    Here's the process of exporting the contacts:

    1. Go to Messaging
    2. Select the Property
    3. Click on Contacts under the Property
    4. Click the "download" icon on the top right side

    You will receive an email to download a .csv file containing the name and email address of all your contacts.

    Visit this link for more information: https://help.tawk.to/article/exporting-contacts

    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!

  3. 3 votes
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Simon,

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

    At the moment we don't have a specific agent sound notifications.

    One suggestion is to create an 'agent alert' that can remind agents that all incoming chats will initially be answered by you. If you're unable to answer within X minutes then agents should engage the visitor.

    For more information visit: https://help.tawk.to/article/creating-and-managing-agent-alerts

    Another way to accomplish this is to set-up departments. This will require you to activate the Pre-Chat Form.

    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 to a department can see the incoming chats, but only those who are assigned to the department will receive a sound notification.

    ​2. It's important all agents can still access the chat should there be a requirement for the chat to be transferred from one department to another.

    3. ​WHEN departments are active, all agents not assigned to that department will only hear the notification sounds if there are no agents from that department currently online. 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.

    >Learn more about Departments: https://help.tawk.to/article/creating-and-managing-departments

    >More information about Pre-Chat Form:
    I hope these suggestions address your concerns.

    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!

  4. 3 votes
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Pau,

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

    At the moment, we don't have multiple language selector tabs that can be added to your Knowledge Base website.

    However, you can select the default language of your Knowledge Base with these steps:

    1. Select Knowledge Base > Configure

    2. Localization > Default Language > Select your preferred language

    You can also help us translate tawk.to by visiting the following links:

    1. Web dashboard here > https://crowdin.com/project/tawk/
    2. Android app here > https://crowdin.com/project/tawk-android
    3. iOS app here > https://crowdin.com/project/tawk-ios

    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!

  5. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    We have changed the way the mobile widget behaves with reference to trigger messages. It now notifies the visitor there is an unread message in the same way it would for a text message on a mobile phone - a little red 1, or 2 appears on the widget. This feature was improved at the request of many users. Opening the widget full screen provided a poor user experience as the message would block the content on the website when it opened.

    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!

  6. 1 vote
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    2 comments  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    At the moment we can't delete direct messages. Rest assured that our engineers are looking into that feature and we will update you as soon as it is 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!

  7. 3 votes
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    1 comment  ·  Feedback » Add-ons  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    "Hi,

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

    The Pre-Chat Form is an optional way to gather more information from visitors before inviting them to enter the chat. You can request to submit their name, email, phone number, and other information you relating to their inquiry.

    Just be aware that enabling a Pre-Chat Form is likely to decrease the number of chats you receive.

    Follow these steps to set-up Pre-chat form:

    1. Select the property you would want to customize.
    2. Select administration. Select :gear: icon in the lower-left corner sidebar.
    3. Select CHAT WIDGET in the sidebar.
    4. In the WIDGET CONTENT section, select ""EDIT CONTENT""
    5. Select the Pre-Chat Form radio button, then click the “Switch” from off to on.
    6. Once you have clicked the On Switch you can add the fields you would like to have in the Pre-Chat Form.
    7. You can make any field required by clicking the little grey asterisks at the top right of the field.
    8. You can edit the text for each field by clicking the pencil icon above each field.

    https://help.tawk.to/article/using-the-pre-chat-form

    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!"

  8. 4 votes
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    1 comment  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    We do have an integration for WHCMS. Here are instructions for adding tawk.to to a WHMCS site:

    https://www.tawk.to/knowledgebase/plugins-and-modules/add-a-tawk-to-widget-to-whmcs/

    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!

  9. 1 vote
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    1 comment  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    The tawk.to JavaScript API is available here: https://www.tawk.to/javascript-api/

    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!

  10. 1 vote
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi!

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

    At the moment your property chat widget is in the German language.

    You can also help us translate tawk.to by visiting the following links:

    1. Web dashboard here > https://crowdin.com/project/tawk/
    2. Android app here > https://crowdin.com/project/tawk-android
    3. iOS app here > https://crowdin.com/project/tawk-ios

    Let me know if this helps or 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!

  11. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    I'd suggest activating your scheduler so that you don't need to worry about constantly setting your status to invisible.

    Example, if your operating hours are 9AM - 5PM, when the clock hits 5PM the offline form will activate replacing your online status. The form can be tailored to ask visitors to leave behind their contact information (so you can get back to them at a suitable time).

    To activate your scheduler, follow these steps:

    1. Select Administration Section

    2. Select Chat Widget

    3. Under Scheduler, select Schedule

    4. Under Schedule, select from any of the suggested timings or select Advanced to modify your operating times

    If you wish to check, monitor or don't want to receive any chats from any time of the day, switch the days to CLOSED.

    In this way, your offline form will still show up on your website and your visitors can fill in the form.

    Instructions as follows:

    1. Select Administration Section

    2. Select Chat Widget

    3. Under Scheduler, select Schedule

    4.Top right side, toggle ON to Enable Scheduler

    5. Toggle the days to OFF to set it to close.

    I hope this addresses your concern.

    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. 3 votes
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Gökhan,

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

    You can activate the scheduler function on your chat widget.

    Example, if your operating hours are 9AM - 5PM, when the clock hits 5PM the offline form will activate replacing your online status. The form can be tailored to ask visitors to leave behind their contact information (so you can get back to them at a suitable time).

    To activate your scheduler, follow these steps:

    1. Select Administration

    2. Select Chat Widget

    3. Under Scheduler, select schedule

    4. Under Schedule, select from any of the suggested timings or select Advanced to modify your operating times

    Here is how the scheduler behaves:

    - When agents are online and the widget is scheduled to be online, consider page status to be online.
    - When agents are online and the widget is scheduled to be offline, consider page status to be offline.
    - When agents are offline and the widget is scheduled to be online, consider page status to be offline.
    - When agents are offline and the widget is scheduled to be offline, consider page status to be offline.

    Please note if the scheduler is offline - the widget will be offline also.

    To understand more about the scheduler's Behaviour: https://help.tawk.to/article/using-the-widget-scheduler

    Once the scheduler is activated, you can now modify the offline status content of your chat widget. Your offline chat greeting can be modified to allow you to advise visitors of your contact details. (Example: We are currently close, for urgent matters please contact us at +12345..)

    Follow these steps to modify your widget greetings:

    1. Select Administration Section

    2. Select Chat Widget

    3. Under Widget Content, click Edit Content

    4. Select Offline and customize the form and the message greeting

    You can find more information here: https://help.tawk.to/article/modifying-chat-widget-greetings

    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!

  13. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Nathan,

    This is Sienna from tawk.to reaching out. Thank you for sharing your challenge with us.

    You can use the Direct Chat Link as a plain text link to add to your footer. You can also customize its appearance by linking/embedding it behind an image/call-to-action button of your choice.

    The Direct Chat Link can be used to access the same chat widget used on your website, allowing visitors to engage with you through chat, without having to be on the website.

    To learn more about Direct Chat Link: https://help.tawk.to/article/direct-chat-link

    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!

  14. 1 vote
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    2 comments  ·  Feedback » Android app  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Berkay,

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

    Please take the time to conduct a notification test:

    1) Ensure that the Do Not Disturb (from app settings) toggle is off
    2) Open app Settings > Test Notifications
    3) Choose a specific property to test notifications for
    4) Press 'Request a Test Push Notification'

    Please do not close the app.

    Within 30 seconds you should get an in-app dialog reporting status of the app being able to receive Push Notifications.

    We are aware of issues with certain devices - Huawei, Xiaomi, Asus, Oppo, and several others, that are known to block the application in the background. The devices do not allow notification service to run. As long as the app is not swiped away from ""recent apps"" the notifications will keep sounding? Alternatively, you can enable the option to allow the app to work in the background work.

    Further, some management apps can suppress push-notifications, for example, the ""Clean Master"" app. Ensure that tawk.to is not blocked by such apps.

    Additional information can be found here: https://docs.google.com/document/d/1upu3o-_qlFRNhowNV1-MDUbisTFuhucH9pWRES1L_AE/edit?usp=sharing

    If you are a MIUI (Xiaomi) user, please also see this instruction https://www.androidcentral.com/how-fix-miui-push-notifications.

    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!

  15. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Fahad,

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

    Currently, we don't have a report that tracks tags. What I can suggest is to use the search function found in the messaging section. Here you can search tags that have been aligned to previous chats.

    Below are the steps to follow:

    1. Go to Messaging Section

    2. Click the small upside-down triangle at the end of the search

    3. In Advanced search options, type the keyword you want to search under tags

    For more information: https://help.tawk.to/article/viewing-deleting-and-exporting-your-chat-history

    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'll be happy to help!

  16. 2 votes
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    3 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Huzefa,

    This is Sienna from tawk.to reaching out. Thank you for sharing your challenge here.

    With regards to your concern, you may create multiple aliases to answer chats via a different name/persona.

    With multiple Aliases set up, you can choose which one you'd like to use before joining a chat and even select your favorite as the default.

    Follow these steps to create Aliases:

    1. Log-in to Your Dashboard
    2. Select the Profile menu icon at the top right of the dashboard> Edit Profile
    3. Go to Aliases.
    4. You can edit an already existing Alias by clicking on it in the list of existing Aliases or you can create a new Alias by clicking the green “Add Alias” button in the top right corner.

    Visit this link to know more: https://help.tawk.to/article/creating-and-managing-aliases

    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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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Ashok!

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

    Here are the answers in relation to your questions:

    1. Agent switching - Do you mean the ALIAS function? Yes, the mobile app has the option to answer chats by choosing different Aliases the same way as you do on a Dashboard on the computer.

    2. App on the background - No need to keep the app in the background. Notifications will continue to push through as long as you did not log out on your account on the app before completely quitting/killing it.

    For more information about notifications click the links below:

    1. Android App: Notification fixing how-to
    https://docs.google.com/document/d/1upu3o-_qlFRNhowNV1-MDUbisTFuhucH9pWRES1L_AE/edit

    2. iOS App:

    ​1. Log-in to your tawk.to
    2. Select the burger icon at the top left section of the app window.
    3. Select the Gear Icon at the top left section of the app window to access the Notifications and Sound section.
    4. Select Notifications and sounds

    Enabling sound and badge notifications on iOS
    https://help.tawk.to/article/enabling-sound-and-badge-notifications-on-ios

    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!

  17. 92 votes
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    33 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Currently, we cant assign chats to a specific agent. However, Departments are especially helpful for big teams, allowing you to make sure only the right agents answer visitors as they can be selected as an option in a pre-chat form.

    Departments are also useful when assigning tickets. You can assign a ticket to a particular department which means everyone in the department will receive the email/notification.

    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. However, only those who are assigned to the department will get a notification.

    ​2. This allows for easy chat take-over, especially if the transfer is from one Department to another.

    3. ​In Departments, the other agents…

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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Andrew!

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

    Currently, we cant assign chats to a specific agent. However, Departments are especially helpful for big teams, allowing you to make sure only the right agents answer visitors as they can be selected as an option in a pre-chat form.

    Departments are also useful when assigning tickets. You can assign a ticket to a particular department which means everyone in the department will receive the email/notification.

    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.

    3. ​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.

    To setup Departments, you will first need to enable the Pre-Chat form for your site widget and
    then setup the actual Departments.

    More detailed instruction can be found here: https://help.tawk.to/article/creating-and-managing-departments

    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!

  18. 1 vote
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Marvays!

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

    With regards to your concern, I would recommend banning the IP Addresses of all your admin and agents. Once banned, the widget will be hidden and will not be visible in the monitoring section.

    Visit this link for more information: https://help.tawk.to/article/banning-a-visitor

    Have additional questions, or just want to speak with someone, book in a free call with me here, I'm happy to assist Business Messaging Advice with Sienna (https://calendly.com/siennarubio/30min)

  19. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

    This is Sienna from tawk.to reaching out. Thank you for sharing your challenge here.

    It seems like this "old message" you're referring to is your trigger message. I;'d suggest checking the trigger messages you currently have activated and delete, or disable the old message.

    If the issue persist or it is not related to the trigger message, kindly let me know your website URL or your property ID please.

    You can reach me here on chat: tawk.to/siennarubio or; via email sienna.rubio@tawk.to so I can assist you further.

    Thank you, and talk to you soon!"

  20. 3 votes
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Chetna!

    Thank you for choosing tawk.to. We will take note of your feedback and suggestions.

    Currently you can export the contact information to use outside of the dashboard via email. Every conversation you have using the tawk.to chat software will generate a "contact". This contact will include information such as location and IP address. In addition it will include any other information you has added during conversation, or information that may have been captured using a pre-chat form; eg. email addresses.

    Here's the process of exporting contacts:

    1. Go to Messaging
    2. Select the Property
    3. Click on Contacts under the Property
    4. Click the ""download"" icon on the top right side

    You will receive an email with a .csv file

    Visit this link for more information: https://help.tawk.to/article/exporting-contacts

    Have additional questions, or just want to speak with someone, book in a free call with me here, I'm happy to assist Business Messaging Advice with Sienna (https://calendly.com/siennarubio/30min)"

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