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  1. 286 votes
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    24 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

    Thank you for choosing tawk.to and for sharing your ideas with us.

    Great news! We have just released a major update to our chat widget. See our latest release here: https://www.tawk.to/category/updates/

    You can now enjoy the chat widget’s new look and features. This includes showing the visitor’s most recent conversation.

    To learn how to add the “Previous Conversation” card to your chat widget, visit this link: https://help.tawk.to/article/customizing-the-widget-header-and-body-cards

    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!

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    Tech Support commented  · 

    We’ve actually moved off tawk to onto intercom as it caused such an issue with duplicate data. It seems updates on tawk to are pretty slow. It proved great as a proof of concept for live chat and we may fall back onto it but so far intercom is proving very good

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    Tech Support commented  · 

    Come on tawk to when is this coming? Intercom are miles ahead on this

    Tech Support supported this idea  · 
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    Tech Support commented  · 

    Hiya - can you add this concept to it:
    https://tawk.uservoice.com/forums/228427-feedback/suggestions/35792506-intercom-style-conversations

    Otherwise trying to find a bug for example would prove very difficult or trying to find a snippet of conversatoin for the history .

  2. 600 votes
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    36 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Automation and agent allocation is currently on the development roadmap.

    Our engineers are working on it and updates will be posted once it has been implemented.

    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!

    Tech Support supported this idea  · 
  3. 310 votes
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    37 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    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!

    Tech Support supported this idea  · 
  4. 453 votes
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    25 comments  ·  Feedback » Add-ons  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Screenshots are currently not available in our chat widget.

    We do, however, offer the Screensharing feature as part of our Video+ Voice + Screensharing Add-on.

    This Add-on can provide better support when your customer needs help in navigating your website.

    This is a faster and better way compared to requesting multiple screenshots from your customers.

    To learn more about our Video + Voice + Screensharing, visit the following links:

    1.Video + Voice + Screensharing add-on
    https://help.tawk.to/article/video-voice-screensharing-add-on

    2.Getting started with Video + Voice + Screensharing
    https://help.tawk.to/article/getting-started-with-video-voice-screensharing

    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!

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  5. 938 votes
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    89 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    The customizing tickets via email feature has already been submitted to our engineers. Rest assured that this feature is planned 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!

    Tech Support supported this idea  · 
  6. 795 votes
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    63 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    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!

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    Tech Support commented  · 

    You can also use this to add a signature per agent.

    Tech Support supported this idea  · 
  7. 1,038 votes
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    131 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    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

    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!

    Tech Support supported this idea  · 
  8. 117 votes
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    20 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Our Remove Branding Add-on includes customization of the footer in support emails and tickets.

    However, it does not yet include a feature for adding an email signature.

    Your request has been 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!

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    Tech Support commented  · 

    Please add this ASAP. Also the ability to ad html signatures too so banners and images can be seen to promote products and essentially make it look more branded so third party signature rescue products can be used too. Tawk to is falling behind on this now this should be standard.

    Perhaps an option to add signature and then clients can just add a short code to load it on reply.

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    Tech Support commented  · 

    I can't believe this has been over a year and it's not added!

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    Tech Support commented  · 

    Yep this needs adding in as it's tiresome using the shortcut each time to add a reply.

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    Tech Support commented  · 

    Yes - at the moment i have to keep adding it as a shortcut - this would save a lot of time.

    Tech Support supported this idea  · 
  9. 27 votes
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    6 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Definitely! You can create a trigger that fires after your visitor fills in the form. I have personally tested these advanced trigger settings and the trigger successfully fires with the message I’vecreated. (Example: “Hi, Thank you for reaching out”)

    You can do as follows:
    1. Select Administration Section > Trigger > Add Trigger

    2. Select Trigger Type > Advanced

    3. Type the Trigger Name and Description

    4. Under CONDITION > When a visitor sends a chat message

    5. Under CHECK > All of the following conditions 1. Account Status > Equals > Online

    6. Under ACTIONS > Send message to visitor

    7. Type the agent’s name and your message
    (This is where you can input a message letting your customer know that the chat has been initiated.)

    I hope…

    Tech Support supported this idea  · 
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    Tech Support commented  · 

    Maybe this update you're putting in solves it as it will be more obvious / pop up and not need them to fill in the chat form?

    https://tawk.uservoice.com/forums/228427-feedback/suggestions/35759683-trigger-should-open-chat-box

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    Tech Support commented  · 

    It seems this is the opposite to this:
    https://tawk.uservoice.com/forums/228427-feedback/suggestions/9229221-pre-chat-form-after-trigger

    Perhaps it is better that they have the pre chat form to fill in - trouble is it's starts a barrage of live chats for people just wanting to see the message.

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    Tech Support commented  · 

    Currently if you send out a trigger the customer / user will see the notification.

    If they miss the notification / ignore it for a moment, it then shows a 1 on the chat icon. It means they then have to sign up for a live chat just to see the initial message. Is there a way the message can be seen without the having to fil in the pre chat form?

    We use the pre chat form to know who we're talking to as Tawk to doesn't yet have the inbuilt function for them to fill in once a chat has started.

  10. 143 votes
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    6 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Our default Basic Site Notification Trigger will automatically fire a message to all pages of your website (both main and sub-pages) when a visitor is active on your site and does not initiate a chat within the first 30 seconds.

    You can also create an Advanced Trigger to fire a second message if your visitor is still on the page after a time delay you specify.

    Learn more about triggers here::

    1. Creating and managing triggers
    https://help.tawk.to/article/creating-and-managing-triggers

    2. Advanced Triggers
    https://help.tawk.to/article/advanced-triggers

    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!

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    Tech Support commented  · 

    Maybe this will prevent them from missing the annoumcement and not needing to start a chat with the form?

    https://tawk.uservoice.com/forums/228427-feedback/suggestions/35759683-trigger-should-open-chat-box

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    Tech Support commented  · 

    Is there a way we can send out system wide announcements such as see what's new in the latest release?

    At the moment we created a trigger and set to only go off on our specific domain to not annoy our other websites - however .. we enabled it to show only once.

    If we then go and want to edit that to send out an annoumcement say in a weeks time... this then won't show ... which means I guess recreating the trigger from scratch each time which means creating loads of triggers.

    I guess it's an ability to send out an existing trigger again or something along those lines as it could be a handy integrated announcement system.

    So it would show up like a trigger currently does when theyre on the website / software.

    Tech Support supported this idea  · 
  11. 30 votes
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    9 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
    Tech Support shared this idea  · 
  12. 50 votes
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    9 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
    Tech Support supported this idea  · 
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    Tech Support commented  · 

    Is there a way we can edit a contacts name once they have started a chat with us? Ie we might have sent them a ticket or something but we can't edit the contact details such as if they only put their firstname and didnt include surname - a way to add it for all future communications and visits?

  13. 69 votes
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    9 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    A feature for sending tickets to multiple recipients is currently not available. At this stage, the only way to duplicate is to raise the ticket twice.

    Helpful link: https://help.tawk.to/article/creating-and-responding-to-tickets

    Your request has been 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!

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    Tech Support commented  · 

    Could multiple contacts be added on a support ticket? Take for example a company with multiple users ... and you cant to keep everyone informed and get feedback of whats going on?

    Currently you have to create a ticket for each user and then people lose the thread ... it would be good if you could have more than one person copied into the email support ticket thread so they can add to things as well.

    Tech Support supported this idea  · 
  14. 26 votes
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    4 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Tech Support commented  · 

    Ps that is visitor side yes :)

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    Tech Support commented  · 

    Brill thank you :)

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  15. 7 votes
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    3 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Tech Support commented  · 

    Sure we use that - was just an idea as it would work both ways then :)

    Tech Support shared this idea  · 
  16. 6 votes
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
    Tech Support shared this idea  · 
  17. 382 votes
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    29 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    We currently don’t have a feature to edit or remove sent messages on active chats.

    I would recommend creating Shortcuts, or canned responses, for repetitive replies. Setting up Shortcuts saves you time and keeps your responses accurate and consistent. This also ensures that your spelling and grammar are correct.

    Helpful Link: https://help.tawk.to/article/creating-and-managing-shortcuts

    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. 99 votes
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    6 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
    Tech Support supported this idea  · 
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    Tech Support commented  · 

    Is there a way you can then auto close off that chat if if the ticket has been created? They currwntly remain open.

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    Tech Support commented  · 

    If someone has a chat and you miss it you can convert to a ticket. Very often we reply, but of course the client can't see the original ticket thread and might read the email 3 days later. They go what you on about? If you create a ticket from a chat, it should show the chat history as the first mention, then our reply. It should also close the chat whenever a chat is converted to a ticket.

    Please release this as soon as possible.

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