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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. Triggers - Site notification

    It would be awesome, if there would be option that each visitor based on IP would recive site notification only once and not each time they visit site. It can get annoying if you come to site many times

    3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  2. add a function so that you are able to export the shortcut details

    many Shortcuts can be added and its hard to know what to look for. Being able to export these to excel would be helpful

    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 reaching out.

    To search for Shortcuts, or canned responses, type the keyword/s on the search bar right below the Shortcuts tab.

    You can also type a forward-slash ( / ) followed by the keyword while chatting with a visitor.

    At this stage, we don’t have a feature for exporting Shortcuts in an Excel file. We only have the option to import Shortcuts from a CSV file.

    To learn more about creating and managing shortcuts, visit this link:
    https://help.tawk.to/article/creating-and-managing-shortcuts

    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!

  3. 1 vote
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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.

    The Remove Branding add-on allows you to remove tawk.to branding from the tawk.to widget and support emails as well as and use your own domain for sending out your support emails.

    Here is a detailed description of the features, as well as step by step instructions on how to activate the add-on:

    https://help.tawk.to/article/purchasing-the-remove-branding-and-white-label-add-on

    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!

  4. Extended Queue

    On top of a wait time
    A wait line
    That says how many people are ahead of you
    Thanks

    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 ideas here.

    At this stage, our queue system shows the estimated wait time for the chat. However, the waiting time does not increase based on the number of chats you are receiving. The default time remains at 1 minute.

    We also don’t have a feature that shows how many visitors are in the queue.

    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!

  5. 1 vote
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  6. Reports on Survey Questions in Shortcuts

    We use survey questions as shortcuts as we collect information about the person we’re talking to as well as a satisfaction survey at the end. Unfortunately we didn’t realise that there was no way of getting the reports other than manually keeping a log or going through all the messages. We didn’t realise this until now when we were doing our quarterly reporting.
    We have found that most people don’t use the generic satisfaction question when the chat is closed as people can’t be bothered or aren’t interested.
    Having these survey results easily found in the reports would really help…

    1 vote
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  7. Verification Visitor Is Receiving Each Reply During Chat

    It would be nice if there was an indicator that each response was received by a visitor during a chat session after sending it. Right now, the only way to know this is when a visitor actually starts replying back.

    1 vote
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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.

    We currently don’t have an indicator/verification status for sent messages.

    As long as there is no error displayed on the chat window, all messages are considered sent to the visitor.

    We have noted your suggestion and will post updates 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!

  8. Email Notification For New Chats

    The system should send automatically an email when a new chat is initiated. This is a key way to ensure agents do not miss a chat whenever they might look away from the screen or leave their workstation for a minute or two. (This feature helped us immensely with the former system we just switched from.)

    1 vote
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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.

    At this stage, we only have email notifications for Chat Transcripts and the New Ticket, Offline Form and Missed Chat categories

    You can configure the sound and badge notifications for both desktop and mobile devices.

    If the agents are not at their desks to answer chats, they can download the tawk.to app on their mobile devices and enable the sound notifications to avoid missed chats.

    You can also prolong the ring sound in the mobile device to ensure that it will get the agent’s attention to answer chats.

    Helpful links:

    1. Enabling Desktop notifications
    https://help.tawk.to/article/enabling-desktop-notifications

    2. Managing sound settings and desktop notifications
    https://help.tawk.to/article/managing-sound-settings-and-desktop-notifications

    3. Enabling notifications on Android
    https://help.tawk.to/article/enabling-notifications-on-android

    4.Enabling sound and badge notifications on iOS
    https://help.tawk.to/article/enabling-sound-and-badge-notifications-on-ios

    We’ve acknowledged your request and have forwarded it to the dev team. They will work with this…

  9. Read receipts needed in chat

    Better to enable read receipts in the chat - to check whether user has seen the messages or not.

    This might help us to engage with user more easily.

    1 vote
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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 ideas here.

    We currently don’t have a “Seen” function for our chat widget.

    Our dev team is working on new updates for our Messaging product.

    We have noted your suggestion and 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!

  10. Advanced departments

    Department function improvements:

    ​1. Chats can be assigned to chosen Department.
    Today all Agents, including those who are not assigned there, can see the incoming chats.
    It could be nice to set a parameter to avoid the visibility of all incoming chats and notifications for every department.
    The goal is to include a widget in a site page where customers can ask support only to a specific department.

    (​Currently, there is no setup to hide chats from some Departments.
    and all agent from all departments can be notified if nobobody answers. just consider to make this an option)

    ​2.…

    5 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.

    At this stage, chat assignments and/or transfers to other Departments are currently not available.

    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.

    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!

  11. Change color for the triggered message

    The triggered message background is white right now and cannot be changed. But our website background is also white, so users cannot see the message that pops up. Would be wonderful if we can allow color change in the triggered message. Thanks!

    1 vote
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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.

    At this stage, we don’t have a feature to change the color background of the Trigger window.

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

    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!

  12. Display "widget online time" as part of the Reporting tab

    Once a week I get an email with some stats. I've found the "Widget online time" metric to be highly useful but I have not found a way to see it outside of that email once a week.

    It would be great to have that metric added to the reporting with some basic filtering options like sorting by date.

    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.

    The widget time online is listed as “Availability” in your Dashboard.

    You can find the Availability report by going to the Dashboard (home button) and viewing the Reporting area on the right side of the page.

    At this stage, we can’t download or export this report.

    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.

    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!

  13. 1 vote
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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.

    Sending tickets to multiple recipients is currently not available. At this stage, the only way to do this is to raise the ticket twice.

    Here is a helpful article on How to use Messaging and Ticketing: https://help.tawk.to/article/how-to-use-messaging-and-ticketing

    Attaching the company logo in the email signature is also not available in our Remove Branding add-on feature.

    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.

    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!

  14. Have an configuration option to hide the widget at the beginning and show it only when there is an ongoing chat

    We have an ionic app, but we dont want the widget visible always. We have an option in the menu that programatically maximize the chat if the client want to chat with us.

    So, the widget would not be visible all the time, only when the user opens the chat from the menu, then the widget appears (so the user can see the badge for new messages we reply) and when the chat session is finished, we hide the widget again.

    That's important because in a mobile device we need to use the space in a very smart way, and…

    1 vote
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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 question here.

    You can only hide your chat widget by setting the following conditions:

    1. Hide widget when offline

    This makes the chat widget invisible when you have no agents online and are not ready to accept chats.

    2. Hide widget on load

    This makes the chat widget invisible when a visitor navigates to your site.

    This is really only useful if you’re launching the widget another way — for example, with a text link. Otherwise, the visitor will not be able to view or use the chat.

    Helpful link: https://help.tawk.to/article/change-how-the-widget-behaves-on-your-site

    3. Ban specific visitors/locations (e.g. Russia)

    Restricting specific visitors from a location will hide the chat widget.

    Helpful links:
    https://help.tawk.to/article/blocking-the-widget-by-location
    https://help.tawk.to/article/banning-a-visitor

    4. Disable the Trigger while the chat widget is still visible.

    Instead of the Trigger banner/automated message popping up on your website, only the…

  15. Missing translations in KB

    Need to add missing translations for few strings...
    https://prnt.sc/11x2zz1
    Can you help?

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

    To All Our Valued Users,

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

    I have forwarded your concern to our dev team and they have already updated the missing strings in Crowdin for your KB page.

    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!

  16. Pre-Chat Form text mirrors status text

    Currently, when using Pre-Chat Form, your status text is mirrored (Online or Away), but the text below will remain the text you used for your Pre-Chat Form setting. It would be better, in my opinion, for this to also mirror the status text.

    For example: Online! "Fill in the form and one of our agents will assist." / Away! "We're away at the moment, but fill in the form and one of our agents will assist once they return."

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

    To All Our Valued Users,

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

    At the moment, the Pre-chat form message will stay the same whether you have the Online or Away status on your chat widget.

    The greetings can only be modified separately if you remove the Pre-chat form.

    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.

    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!

  17. Allow export of Knowledge hub so we can easily translate it

    We have spent a lot of time using the Knowledge hub and build up quite a library but now our export teams want a version. The problem is there is no clear view of all the data so export to at least get it out and translate it would be a big help.

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

    To All Our Valued Users,

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

    At this stage, we don’t have a feature allowing you to export KB articles.

    We’ve acknowledged your request and have forwarded it to the Knowledge Base team. They will work with this suggestion and will add the feature in due course.

    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!

  18. Allow entering HTML in knowledgebase articles

    I'd like to add things like anchor tags (<a>), ordered lists and unordered lists (<ul>, <ol>)

    1 vote
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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.

    Adding or inserting HTML code in the Knowledge Base is currently unavailable.

    We are continuing to build out our Knowledge Base product.

    We’ve acknowledged your request and have forward it to the team. They will work with this suggestion and will add the feature in due course.

    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!

  19. Try to incorporate an easier way to send the message.

    Feedback I am getting shows visitors are confused about how to send the message from the chat window. At present only by clicking return. This is especially a problem on mobile and tablet devices where hitting return is not so easy. Some for instance are confusing the close cross button with a send button and just exiting by accident while trying to send. It would be great if an obvious send arrow could appear when typing or something similar.

    1 vote
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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 challenge here.

    Our SEND ICON (arrow icon beside a smiley) on the chat widget is currently available on mobile devices only — not on the desktop.

    Our engineers are working towards this enhanced feature and it will be available on both mobile and desktop very soon!

    We will post updates once this feature has been 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!

  20. Customize Invite Email

    It would be nice if you can allow admins to customize the invite email, or maybe just a part of it where we can add the logo of the Event/Company we are working with.

    3 votes
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    1 comment  ·  Improvements  ·  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 the customization of footers in support emails and tickets.

    However, it is not yet available for email invites.

    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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