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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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  1. New Knowledge Base (Private)

    Can you please make the Knowledge Base Private, available only to customers within your system?

    This is important for enterprise applications that do not want all of their IP exposed to the public.

    46 votes
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    6 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At the moment, our Knowledge Base only has 2 options for visibility: Public and Private mode.

    Public articles are available to be read by anyone with access to the URL.

    Private articles are only visible by your team within tawk.to apps when signed in to the Property associated with the article.

    Related link: https://help.tawk.to/article/creating-a-new-knowledge-base-article

    We’re continuing to build out our Knowledge Base product and have taken on your suggestions. We will post updates once the feature has been 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!

  2. Reply message with customer name automatically

    Can make it reply message to [customer name] automatically

    22 votes
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    3 comments  ·  Improvements  ·  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 that will automatically include your customer’s name in the message.

    An alternative way to capture your customer’s details is to use the Pre-Chat form.

    The form will require the visitor to fill in the fields such as their name and email address, a phone number and location.

    Once you have retrieved your customer’s information, you can send them a personalized message.

    You can even create shortcuts for repetitive replies and add their name before sending the message.

    These canned responses can be used while chatting with visitors. They save you time and make sure your responses are accurate and consistent. They also ensure spelling and grammar are correct.

    Please note: The Pre-Chat form can act as a deterrent to some visitors and in turn reduce your engagement rate. Statistically, using…

  3. Allow a trigger to be created when a chat is initiated

    When a customer starts the chat after completing the pre-chat form, it would be a good idea to have a trigger to auto respond.

    This lets the customer know that the chat has been initiated our end.

    27 votes
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    6 comments  ·  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…

  4. Disable Spam or whitelist

    When tickets are sent via mail to the system, they are sometimes recognized as spam, and you do not get an information about this ticket via mail.

    If would be great to disable the spam-filter or whitelist some email-adress-ranges

    4 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    There are numerous reasons why tawk.to tickets were sent to your SPAM folder. 

    These may include specific mail filter rules concerning headers and other technical aspects of email.

    If you’re unable to receive any emails from tawk.to, please whitelist the following emails on your mail server: noreply@tawk.to and tickets@tawk.to

    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!

  5. Ticket and chat transcript and webhook

    I want an option in the admin page that when toggled on, all tickets created from chats will automatically include the chat transcript in the ticket message. On the webhook for "ticket created" event, I want also those transcript to be sent as part of the JSON data.

    3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  6. Add the ability to change the order of Knowledge Base articles using drag and drop.

    Allow Knowledge Base article creators to easily rearrange the order of the articles.

    17 votes
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    2 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    This is a great idea! A function that allows you to change the order of your KB articles depending on your preferred sequence.

    Rest assured, your suggestion has been submitted to our engineers. We will post updates once the feature has been approved and 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!

  7. 3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  8. Drilldown of Neutral / Negative chats / Positive Chats

    It would be a good idea when pulling the chats report that we could drill down into the specific chats that were rated Negative/ Positive or not at all.

    This is an integral part of driving conversion rates and in turn customer satisfaction.

    1 vote
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    3 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

    This is Sienna 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 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. to make chats open and available to send msg from the agent side and close them manually

    Well I have users in my tech support requesting for problem resolvings but when the user leaves the site for a while it closes the chat session and agents cant reach the user back. in my case the users category are those who doesnt ahve any idea on how to use email., so that we cant reach them via email. and would be great if U could make chat sessions static,e.g. whenever user goes back to the site he can see the new messages form the agent from the previous conversation

    3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  10. Make transcript chat organized by Categorized choice on Pre Chat Form

    I want to make transcript chat organized by the category choice from pre chat form, so I don't need to giving tag on transcript chat one by one. So, I can filtering chat by category

    3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  11. Highlight active filters in KB articles

    In the Knowledge Base it would be convenient to highlight the active filters in the articles, so that it is clearer to see which filters have been activated, distinguishing them from those that retain their initial values.

    Especially necessary in the case of Categories.

    3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  12. Analyize chats which are postiv & negativ rated

    I see stats about negativ, postiv and neutral rated chats but I cannot see which chats are meant in special. I think it is a must have to offer a better user experience.

    1 vote
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    3 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At this stage, our Sentiment feature only shows how many visitors have given feedback to the chat agent by clicking the thumbs up or thumbs down ratings in the chat widget.

    We’re continuing to build out our Messaging product and have taken on your suggestions.

    We will post updates once the feature has been implemented.

    If you have additional questions or just want to speak with someone at tawk.to, book a free call with me here: https://calendly.com/siennarubio/30min. I’m happy to assist

  13. Knowledge Base - backup feature

    Currently Tawk's KB is not supported with an option to backup all articles & categories. Considering if a user want to migrate the KB to other platform which has more features, then it might be good to have an option to backup all KB data to be migrated.

    8 votes
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At this stage, we don’t have an archive or a backup feature for our KB articles.

    We’re continuing to build out our Knowledge Base product and have forwarded your request to the Knowledge Base team.

    We will post updates 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!

  14. Link to a specific part of the document in KB

    Link to a specific part of the document, the headings (H1, H2, H3 ...) to be exact, and thus have a visible index or, at least, have the direct link in that specific part of the document.

    It is very convenient to be able to have a subtitle link to refer to the part of the document that interests you.

    3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  15. Add knowledge base functionality to API

    It would be a great addition to allow opening knowledge base categories & articles in the chat window through the Tawk javascript API.

    This way we can integrate the Tawk package into our software even more seamlessly.

    4 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Great news! We have just released a major update to our chat widget.

    See our latest release here: https://www.tawk.to/category/updates/

    This new update will answer your concern about allowing your users to open the Knowledge Base categories and articles within the chat widget.

    The “Widget Card” feature will let you add a search bar, highlight an article or show an article list.

    To learn more about how to customize the Widget Cards, 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!

  16. typescript support

    It would be awesome to have at least some TypeScript Types or TypeScript Interfaces.

    I created a tawk Interface to make it easier for my colleagues to avoid mistakes while using the Tawk JavaScript api.

    interface TawkApiInterface {
        setAttributes: (attributes : { [key : string] : any }, callback ?: () => any) => any;
        endChat: () => any;
        getStatus: () => any;
        …and so on
    }
    

    So i can use it like this:

    const tawkApi : TawkApiInterface = (window as any).Tawk_API;
    

    So i get an error in my code editor when i try to use it like this:

    //
    3 votes
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    As per our developer, our documentation states that our API functions accept two params, and the second is a callback function, so it needs to be a function.

    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!

  17. Het bericht dat je ziet als je de chat beeindigt, te kunnen aanpassen naar eigen wens.

    Nu wordt bijvoorbeeld automatisch "u" gebruikt, maar wij spreken liever met "je". Dit kan ik nu niet aanpassen.

    3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    We currently don’t have a feature for modifying the “Your chat has ended” message.

    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!

  18. knowledge board

    This is all for the knowledge board

    1)knowledge board table needs to have the standard add/remove, before/after once the table has been added

    2) WYSIWYG in the knowledge board paragraph

    3) knowledge board add code tool does not seem to work and confused by the option on the left when adding the code because it does not make the choice that is picked

    1 vote
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    The code formatting feature in the paragraph block of the Knowledge Base displays a representation of code only. At this time, we do not have the ability to edit code directly in the Knowledge Base.

    Rows may currently be added and subtracted from tables by modifying the number of rows in the panel to the left.

    At this time, the best way to preview content blocks before completion is to publish the article to private and click the preview link.

    We have taken note of your suggestions and will post updates once the features have 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.…

  19. allow posting images side by side, two column format

    i would like the ability to post two images side by side on the same row.

    1 vote
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  20. Allow messages to still be sent, even when offline (as an option)

    While offline mode is a great thing, it would be much preferred in my case to allow messages to still be received through the chat widget, even if all support staff are offline. (I.e. only have an online mode (24/7 mode))

    This avoids the user having to change context from messages to emails.

    This way when support are back online they can respond to the pending chat messages, in the same place the user is expecting it.

    It's similar then to what happens when you get a message from a friend, you just pick up where you left off, instead…

    3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    I would suggest setting the status for all the agents to AWAY.

    Setting the status to ‘Away’ lets visitors know your agents are busy and may not be able to answer the chat.

    Your visitors will be able to send messages as usual and your agents will continue to receive chats in the Dashboard.

    Please note that your ring notifications will still be active and your agents will receive the ring 24/7 by default. You may ask your agents to turn off the ring notifications during the hours in which they are not working.

    The following links will help you customize your Away greetings and widget content.

    1. Changing the greetings on your widget
    https://help.tawk.to/article/changing-greetings-on-your-widget

    2. Customizing the widget header and body cards
    https://help.tawk.to/article/customizing-the-widget-header-and-body-cards

    If you have any other questions, require assistance, or…

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