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  1. 151 votes
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    16 comments  ·  Feedback  ·  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, the only way to force a logout for an agent is by disabling their account via the Property Members section. Alternatively, you can set up a Scheduler. 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 whether or not your agents forgot to log out. 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…

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  2. 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…

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    Anonymous commented  · 

    This is essential for our organisation

  3. 520 votes
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    110 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. 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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    Anonymous commented  · 

    "This is a VERY important feature that is missing and should be added ASAP. Also the ability for Admins to logout users that leave their sessions active when leaving the office. I don't know how these were missed. :("

    Admins should be able to log people out this is very important

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    Anonymous commented  · 

    This would be great. If we miss a chat I want to be able to see which agent was online at the time so I can re-train this agent. If we have dip in chats I need to know whether this is due to a lack of agents being online of something else.

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    Anonymous commented  · 

    I want to be able to see who was online when a chat was missed for better reporting and management

    Anonymous supported this idea  · 
  4. 19 votes
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    2 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Anonymous supported this idea  · 
  5. 1,065 votes
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    150 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 suggestion here. .json is the current format used by tawk.to when exporting contacts and chat history. However, we are in the process of changing the export format and the new feature will be available soon. Alternatively, you can use this tool for file conversion: https://www.convertcsv.com/json-to-csv.htm Learn more about exporting contacts: https://help.tawk.to/article/exporting-contacts Learn about exporting your chat history: 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 our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

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    Anonymous commented  · 

    This would be great

  6. 340 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. 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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    Anonymous commented  · 

    This should be added!

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    Anonymous commented  · 

    We need this functionality especially if the pre-chat form has been bypassed by the visitor

    Anonymous supported this idea  · 

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