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  1. 66 votes
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    6 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi, Ultan

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

    We highly recommend setting up the widget scheduler to cover your business operating hours in order to avoid incidents in the event that an agent forgets to log out..

    The Scheduler's purpose is to make the chat widget go offline even if the agent is logged in.

    Once the Scheduler is activated, you don't need to worry about forgetting to log out or manually setting your status to Offline.

    Example:

    Let's say you’ve scheduled your widget to appear online from 9 AM - 5 PM. If you log in before 9 AM, you can still monitor your visitors without receiving any chats. However, your chat widget will stay offline and the visitor will get the offline form.

    The same thing happens when the clock hits 5 PM. Even if there are agents online, the chat widget is…

    Shannel supported this idea  · 
  2. 49 votes
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

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  3. 19 votes
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

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  4. 15 votes
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    0 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Heather,

    Thank you for choosing tawk.to and for taking the time to provide us your feedback and suggestions. We value your input and we thank you for the continued support for our product.

    Our current feature calculates the time it takes an agent logged into the Dashboard to join the chat. If agents are missing chats or need more time to reply, you can create a Chat Rescuer Trigger. This trigger is used to auto-respond to messages if agents don't respond in time. The delay message options range from 10 seconds to 1 hour.

    You can send a message to your visitors saying you are currently unavailable and requesting that they leave their details.

    For more information, visit this link: https://help.tawk.to/article/creating-and-managing-triggers

    You can also activate the scheduler function for your chat widget to avoid missed chats.

    For example, if your operating hours are 9 AM - 5 PM, then…

    Shannel supported this idea  · 
  5. 32 votes
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    2 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  6. 15 votes
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    0 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Heather,

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

    At this stage, we do not have a feature allowing us to identify agent reponses that get the most engagement.

    However, you can search chats by keyword and topic using the filtering features. You can also view the top search terms visitors use in your Knowledge Base.

    To learn more about the features available in our reporting panel, visit this link: https://help.tawk.to/article/understanding-reporting

    Your request has been acknowledged and updates will be posted once the feature has been approved and implemented.

    If you have any questions or require assistance, we invite you to reach out on our 24/7 support line at support@tawk.to. Our live agents are always available to assist you.

    If you want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

    Shannel supported this idea  · 
  7. 718 votes
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    108 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.

    Our chat transcript email is currently set to display the GMT 0 timezone.

    Your request has been acknowledged and updates will be posted once the feature has been approved and 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!

    Shannel supported this idea  · 
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    Shannel commented  · 

    This is a great tool to improve chat team skills

  8. 328 votes
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    40 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.

    At this stage, we currently don’t have the option to change the client/visitor’s notification sound.

    We’re continuing to build out our Messaging product, and new updates will be released soon.

    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.

    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!

    Shannel supported this idea  · 
  9. 519 votes
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    82 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 provide us your feedback and suggestions.

    At the moment, we can monitor the agent’s performance through User Satisfaction reporting.

    This can be achieved under the Sentiments feature in which the visitor can click the thumbs up and down icon to rate the chat conversation handled by the agent.

    To check the agent’s statistics for User Satisfaction, do the following:

    1. Select the Reporting section on the left sidebar
    2. Click the filter icon
    3. Select the agent
    4. Option to download the report as CSV file.

    The report will show you how many Negative, Positive, or Neutral sentiments each agent receives from their chats.

    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…

    Shannel supported this idea  · 
  10. 16 votes
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    0 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Heather,

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

    We do not currently have a reporting option for Monitoring that  tracks the status or log in/log out times of agents.

    Our Reporting Section offers data for the following:

    Chat Analytics

    Chat Volume

    Missed Chats

    Average Chat Duration

    User Satisfaction

    First Response Time

    Tickets

    Volume New Ticket

    Solved Tickets

    Ticket Source

    Resolution Time

    Tickets Reopened

    First Respond

    Knowledge Base Stats

    Articles

    Searches

    Feedback

    We've acknowledged your request and have forwarded it to the development team. They will review this suggestion and add the feature in due course.

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

    Shannel supported this idea  · 

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