Feedback
Suggest a new feature or improvement to current ones to make tawk.to the best service available!
To report a bug, please write to support@tawk.to describing the issue you are facing with screenshots (if necessary).
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Create more flexible conditionals for advanced triggers
I'd like to have a separate trigger for US-based based visitors and also for returning visitors. However, without the ability to space the message for the US visitors apart from other triggers, both types of visitors could receive messages on top of each other. Is there a way to avoid that?
I'd like an option that makes it possible to exclude other triggers or more flexibility with how the triggers are defined and used.
I'd like to be able to create groups of conditionals that can be separated themselves by AND or OR.
3 votes
Admintawk.to
(top bird!, tawk.to)
responded
Hi Dave,
Thank you for choosing tawk.to and for sharing your challenge here.
At this stage, we don't have a feature for automatically launching triggers in a sequence.
Alternatively, you can create Advanced Triggers for sending automated messages to your customers based on their locations.
To learn more about Triggers, visit the links below:
Creating and managing triggers
https://help.tawk.to/article/creating-and-managing-triggers
Advanced Triggers
https://help.tawk.to/article/advanced-triggers
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. Our live agents are always available to assist you.
You can also email our support line at support@tawk.to
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twak chat script is not working
Hi all
I just add chat script in my website https://www.edenderma.com/ but it is nor working. I also tried to embed it in footer section but still it is not working. Please do let me know how to solve this issue?1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Maxmarrie,
Thank you for choosing tawk.to and for taking the time to provide us with your feedback.
Once the widget has been added to your site, there are several factors that may responsible for the widget not appearing.
- Make sure your property may is enabled and your widget is set to Active.
- If your widget visibility is set to “Hide widget when offline,” your widget scheduler settings may need to be adjusted.
- It’s also possible that your Content Security Policy may be prohibiting your widget from loading properly on your site.
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.
Alternatively, you can reach me here at elle@tawk.to
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Chat bot, if keyword will in customer's query.
If customer ask, what price of this product? So we set price term in backend, so automate reply to customer that we answer we given in backend
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Talha,
Thank you for choosing tawk.to and for reaching out.
Advanced Triggers allow you to create customized messages for visitors to your websites and Chat Pages. These are the most complicated types of triggers to set up. However, once you get the hang of it, you’ll be able to reach out to your visitors with powerful automated messages based on their past actions and any conditions you set.
Advanced triggers allow you to set conditions for the automation. For example, if you set a trigger to fire when a message contains "Price," it will send an automated message when the visitor types that keyword into the chat. You can set up individual keyword triggers for different products and can add other specific conditions related to URLs, previous visits, geographical location, and more.
Learn how to quickly set up triggers and view examples of our most popular automations in our…
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Add usability features to the widget
Add usability features to the widget that make website navigation more convenient... for example a text reader or a local page search that doesn't require the ctrl+f hotkey to launch...maybe even a little clock component
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Bryan,
Thank you for choosing tawk.to and for sharing your ideas with us.
At this stage, we don't have a feature that supports website navigation.
We've acknowledged your request and have forwarded it to our 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 our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. Our live agents are always available 24/7 to assist you.
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Please allow to DISABLE Change Name option. It can be used negatively by users.
Please allow to DISABLE Change Name option.
It can be used negatively by users.1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Irving,
Thank you for choosing tawk.to and for sharing your challenge here.
We currently don't have a feature for disabling the option to change the names or Aliases of active agents.
All agents that use aliases will have their real names shown in brackets.
Example: Tony (Matt) has joined the conversation.
Learn more about creating and managing aliases: https://help.tawk.to/article/creating-and-managing-aliases
Learn how to answer a chat using an alias: https://help.tawk.to/article/how-to-answer-an-incoming-chat
We're continuing to build out our Dashboard and have taken on your suggestion.
We will post updates once the feature has been 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.
Alternatively, you can reach me here at elle@tawk.to
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Exclusive chat with a single operator
Today, when an agent replies, another agent sees the same chat and can overlap by responding by mistake. The chat between the visitor and the first operator who responds should be made exclusive, so that other operators do not intrude.
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Andrea,
Thank you for choosing tawk.to and for reaching out.
At this stage, we cannot assign chats to a specific agent/assistant or create a private channel. All incoming chats can be viewed and answered by all agents logged into the property.
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. Our live agents are always available to assist you.
Alternatively, you can reach me here at elle@tawk.to
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Export all data into csv files
Exporting data could be really useful on csv or spreadsheet files.
For our website: https://www.rugdecor.co.nz/3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for taking the time to provide us with your feedback and suggestions. We value your input and we thank you for the continued support for our product.
If you have multiple properties, check to make sure you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard. Then, you can export contacts in the Messaging section of the Dashboard.
Follow these steps to export your contacts:
1. Select Messaging (email icon) in the left tab menu.
2. Select the Property.
3. Select Contacts under the Property.
4. Click the download icon (Export Contacts) in the upper right.
You will receive an email with a link to a .csv file containing the names and email addresses of all your contacts.
Visit this link for more information: https://help.tawk.to/article/exporting-contacts
If you have any questions or require assistance, we invite…
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Enable Queue Chat
A Queue could be nice, because if you have multiple agents working in the same department it would be best to create a queue to avoid multiple agents answering the same message
If it is enabled helps to improve my business https://ootyheritagetoursandtravels.com/taxi-services-ooty/1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
This is Elle from tawk.to. Thank you for reaching out.
I recommend activating your Chat Rescuer.
This trigger is used to auto-respond to messages if agents don't answer the chat in time. You can create a message asking for their contact details. The trigger can be set for a delay ranging from 10 seconds up to 1 hour.
For example: If no agents respond to an incoming chat for about 20 seconds, the Chat Rescuer Trigger can be set to spring into action with a message like this - "Thanks for your patience. We are currently unavailable at the moment. Please leave your name and email, and we will get back to you ASAP."
To learn more, visit this link : https://help.tawk.to/article/creating-and-managing-triggers
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist…
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Free positioning widget
It would be nice if you can modify the location of the chatwidget relative to the choosen position. so i can make it xyz pixel highter or lower or more to the side etc
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Joey,
Thank you for choosing tawk.to and for reaching out.
At this stage, the size of the round chat widget can't be adjusted.
However, both the height and width of the rectangular chat widget can be customized. This customization is only available for the Desktop Widget.
We also have a new feature for changing the position of your widget in mobile view.
Helpful links:
1. Changing the appearance of the chat widget
https://help.tawk.to/article/changing-the-appearance-of-the-chat-widget
2. Changing the widget position
https://help.tawk.to/article/changing-the-widget-position
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you. Alternatively, you can reach me here at elle@tawk.to.
You can also email our support line at support@tawk.to
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There should option to customize chat background as per our sites
Some times is user sends chat to us then due to white background of site we are facing challenges to text visibility. SO need option to customize background .
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Pawan,
Thank you for choosing tawk.to and for sharing your challenge here.
At this stage, we don't have a feature for changing the background color of the widget window.
However, you can modify the color of the widget header and the background color of the visitor and agent text.You can learn more about customizing the appearance of the widget in this article:
https://help.tawk.to/article/changing-the-appearance-of-the-chat-widgetWe're continuing to build out our Messaging product and have taken on your suggestion.
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.
Alternatively, you can reach me here at elle@tawk.to 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
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It would be ideal if you could see the help in the chat and if you want to maximize click somehow to expand and see it enlarged on the scree
It would be ideal if you could see the help in the chat and if you want to maximize click somehow to expand and see it enlarged on the screen.
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Matilde,
Thank you for choosing tawk.to and for sharing your challenge here.
Here's how you can set up to expand or button to open the chat widget:
https://help.tawk.to/article/using-a-text-link-or-button
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.
You can also email our support line at support@tawk.to
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It should be possible to configure the knowledge base so that the search engine searches for the word only in the title of the articles, in
It should be possible to configure the knowledge base so that the search engine searches for the word only in the title of the articles, in the content or both.
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
This is Elle from tawk.to. Thank you for reaching out.
You can search articles in your Knowledge Base according to the keyword.
If the articles contains a word you are searching for, it will appear in the search results.
I have personally tested this search function and. EG. When I search for the key word "group" - all articles containing that word show up in the search results.
Helpful links about KB:
> https://help.tawk.to/article/what-is-the-knowledge-base
>https://help.tawk.to/article/setting-up-your-knowledge-base
>https://help.tawk.to/article/creating-knowledge-base-categories
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.You can also email our support line at support@tawk.to
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Set username and password for knowledge base
It would be better if we can set a username and password to Access Knowledge Base.
10 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for reaching out.
As of the moment, our Knowledge Base does not require log-in credentials.
Both agents and admins for a property can access the Knowledge Base without restrictions.
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!
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Please let us pull a Chat Volume report which has total chats per agent
So in the Chat Volume graphs, we need to see a table, or a league table if you were, for the chat volume per agent. Which could include total satisfied / neutral / unhappy feedback, missed chats etc on different columns. But the main thing is - chat volume per agent!!
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
This is Elle from tawk.to. Thank you for reaching out.
We couldn't agree more that customer feedback is an integral part of providing excellent customer service.
Thank you for taking the time to share your ideas here.
At this stage, we don't have the functionality to download detailed reports of feedback.
Our developers are continuing to build out our messaging product. We've acknowledged your request and have forwarded it to the dev team.
We will post updates 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. Our live agents are always available to assist you.You can also email our support line at support@tawk.to
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Tawk to need a New function like WhatsApp to know that our msg sent and seen
Tawk needs many new functions like WhatsApp that when we send msg we understand our msg sent and see ✅✅✅✔✔
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for reaching out.
Our Facebook and WhatsApp integrations are already on our future roadmap. We will post updates once the features have been implemented.
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.
Alternatively, you can reach me here at elle@tawk.to
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Reply to Specific Message
I would like to see an option for users and agents to reply to a specific message during a live chat.
it allows for users to quickly refer back to things previously mentioned or discussed in the chat. This feature would/should be similar to the option that Signal has.
Clicking on the reply would also link back to the original message allowing for someone to quickly go back to the start of that conversation and to get back up to speed about what they were talking about.
Reactions to a specific message would also be great. I think Signal does…
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Narek,
Thank you for choosing tawk.to and for taking the time to share your ideas here.
At this stage, a property’s chat history can be viewed and accessed by all members of the property.
The Messaging tab makes it easy to access a customer's previous conservations, tickets, offline messages and missed chats.
Learn how to delete and export chat data in this article: https://help.tawk.to/article/viewing-deleting-and-exporting-your-chat-history
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.
You can also email our support line at support@tawk.to
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add the ability to automatically close departments if no assigned agents are online
Add a setting to disable departments if no assigned agents are online.
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Sean,
Thank you for choosing tawk.to and for sharing your challenge.
You can activate the scheduler function to set online hours for your widget.
For 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 their behind their contact information (so you can get back to them at a suitable time).
To activate your scheduler, follow these steps:
1. Go to ⚙️Administration and select Channels in the left menu.
2. Select Chat Widget.
3. Under Scheduler, select schedule.
4. Select from any of the suggest schedules or click Advanced to modify your operating times
Here is how the scheduler behaves:
- When agents are online and the widget is scheduled to be online, the widget will be online.
- When agents are online and the widget…
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download knowledge base
Allow downloading knowledge base
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Manuela,
This is Elle from tawk.to. Thank you for reaching out and for sharing your question here.
At this time, we do not have a feature allowing Knowledge Base content to be exported.
We have taken note of your feedback and have submitted your requests to our development team. We will post updates 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. Our live agents are always available to assist you.
The Knowledge Base is a place where visitors and agents can quickly and easily gather and share information. You can include tutorials, frequently asked questions, policies, procedures, advanced tips and guides. Whatever you use it for, it's super easy to add to, publish and update.
Read more about the Knowledge Base in these articles:https://help.tawk.to/article/what-is-the-knowledge-base and https://help.tawk.to/article/setting-up-your-knowledge-base
If you have any…
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Footer for Knowledge Base Articles to use
I would like to be able to build a Footer / Signature which can then be referenced / used by each KB Article I create.
Currently we have over 200 KB Articles with their own footer, which is built seperately within each KB Article. This is not scaling well as we need to ammend links or images over time.
I would like the ability to build one footer, so that edits can be made once rather than 200 times or more. Similar to how we upload an image once - and reference this many times in many articles.
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Ryan,
Thank you for choosing tawk.to and for taking the time to share your ideas here.
At this stage, there is not an option for adding a footer that can be edited simultaneously for all Knowledge Base articles.
You can see our customizable options for Knowledge Base articles here https://www.tawk.to/knowledgebase/
We have taken note of your feedback and have submitted this to our engineering team. We will post updates once the feature has been approved and implemented. Please keep an eye for the updates.
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.
You can also email our support line at support@tawk.to
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Agent Statistics
The current stats are good. It will be great if you can add specific agent stats like, Login hours, No of hours agent is not online on working hours like that.
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Amruth,
Thank you for choosing tawk.to and for sharing your suggestions.
We currently don't have an option for tracking the number of hours your agent is online.
However, you can view and filter reporting statistics for each agent, including chat volume, average chat duration, user satisfaction, first response time, and more.
We offer the following functions for viewing your properties' activities:
1. Statistics in the Dashboard — offers a quick snapshot of the traffic on your site and shows how your agents have been interacting with visitors.
Live Visitors
History
Visitors
Chats
Page Views
Reporting
2. Reporting — download your monthly report
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
3. Weekly Roundups — a snapshot report of the week's activities
Visits
Chats
…
- Don't see your idea?