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  1. better knowledge base searching

    Currently you can only search the title in the knowledge base. Can you expand the search to search the entire KB article text? Imagine searching in outlook and only being able to search by words in the title of an email...

    29 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 taking the time to share your ideas here.

    You can search articles in your Knowledge Base according to the keyword.

    If the articles contain 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 keyword “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 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. Chat Bot

    Add the Chat Bot feature

    180 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 sharing your suggestion here.

    Currently, we don’t offer an automation feature.

    Automation is a feature on our product roadmap. Our engineers are working on this feature and updates will be posted once it 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!

  3. Allow adding a "noindex" tag for the Knowledge Base contents

    It would be great to be able to add a noindex meta to the Knowledge Base.

    When working on the contents it would be great to be able to see/browse the whole project without having the risk of having the content indexed too soon.

    In some cases, maybe the user does not want the content to be indexed.
    <meta name="robots" content="noindex">

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

    Hi,

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

    We currently do not have an option for adding a noindex meta tag in the Knowledge Base.

    An alternative solution is to set your articles to Private in the Visibility settings. However, the KB will likely end up looking empty..

    We have taken note of 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!

  4. Customizing the post-chat experience.

    The content of the "your chat has ended" segment should be fully editable. It currently violates several of my property style guidelines and there's nothing I can do about it.

    Problems:

    The icon color is wrong.
    The text is written in plural. (There is no "us" in my studio)
    The text contains a typographic error that cannot be corrected.

    We should be able to:

    Remove this entire segment of the CX loop if desired.

    Change the icon color.

    Remove the icon.

    Edit the heading text.

    Edit the body text.

    25 votes
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    7 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, we don’t have a feature to modify ‘your chat has ended’, or the option to edit the text color.

    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 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. remove the option to edit shortcuts of the agents and only the admin profile have this option

    many of my agents edit for a while the shortcuts. If only the admin profile have this option, this problema won't be happen again.

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

    Hi,

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

    At this stage, our Public Shortcuts feature has no agent restrictions or limitations for specific members of the property.

    Public shortcuts allow all agents with access to a property to use shortcuts for that property when answering chats.

    Any personal shortcuts you make can only be used by you.

    Learn more about shortcuts: 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!

  6. 3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    Hi,

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

    This is a great idea!

    Having this feature will make it much easier to add images to articles.

    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.

    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. Minimize Chat Widget Icons after 60 seconds... If a visitor doesn't need help in the first 60-90 seconds, they won't need help, so disappear

    If a visitor to my streaming site doesn't need help with in the first 60-90 seconds of visiting the site, they likely won't need help,
    So I want big buttons when the page loads, but want to minimize to tiny icons, or disappear completely after 60-90 seconds. Thanks

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

    Hi,

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

    We currently do not have a feature to automatically minimize the chat widget after a set delay.

    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!

  8. Knowledge Base before chat

    Put a knowledge base field on pre-chat form before visitor proceed to chat. So put a keyword on this knowledge field to find answers before proceed to chat. Check comm100 to see how work.

    19 votes
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    5 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

    Hi,

    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/ates

    This new update can add a Knowledge Base search bar to the widget, so your visitors can search and find answers before starting a chat. Our Widget Card feature also lets you show articles, list articles in a Knowledge Base category or share a video in the widget.

    To learn more about how to customize the Widget Cards, visit this link: 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!

  9. 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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    2 comments  ·  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!

  10. Allow Sections in Knowledge Base

    Allow Sections in Knowledge Base

    So at the movement there is no option to create sections in knowledge base for example, if we are a school we would need a knowledge base for Teachers and Students and may be also for Parents.

    If there is a section toggle that would allow to toggle between sections the teachers would jump to their toggle option and look at their Knowledge base, and students on theirs and parent on theirs.

    Cause at the moment the only way we can separate is categories which is not a good option when dealing with 3 types…

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

    Hi,

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

    As of the moment, we only have the Category option for segregating groups of articles in the Knowledge Base.

    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.

    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!

  11. 1 vote
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  12. Include a link to tawk.to dashboard from email notification

    When receiving a notification mail for an offline message sent,

    include a link to the dashboard for easy access to the ticket by simply clicking on the link

    There are no security implications involved because if the person is not logged in, just prompt them to log in.

    This feature will greatly help as there is no need to manually access tawk.to page from a browser.

    Simple feature but save a lot of time. Please consider.

    1 vote
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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.

    18 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 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!

  14. 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.

    11 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!

  15. Reply message with customer name automatically

    Can make it reply message to [customer name] automatically

    25 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…

  16. 3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    Hi,

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

    At this stage, we don’t have a direct option for sending a recorded voice message.

    As an alternative, you can record an audio file and send it as an attachment to your customer.

    We have taken note of 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!

  17. Option to sort kb articles in widget cards

    Showing articles in Pre-chat form is minimizing the unnecessary chat made from a website visitors, every website have it own frequently asked question, it would be necessary to allow us to change the order of the articles so we can order them according to its importance

    3 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  18. Knowledge base images pop up in modal window when clicked

    Images uploaded to the KB can often be blurry or undersized. I would suggest improving the image quality, but also allow the images to show in a larger modal popup when clicked.

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

    Hi,

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

    At this stage, we don’t have a function for magnifying the image on click or through the pop-out option.

    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.

    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!

  19. Remove "Was this article helpful?" from chat widget if disabled in KB settings

    When disabling "Receive Feedback on Articles" in the KB settings, it removes the "thumbs up/down" from the KB, however it leaves it in the chat widget article.

    If disabling this feature, it should disable in both locations, not one.

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

    Hi,

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

    Once the Feedback option has been disabled, the ‘Was this article helpful?’ feature will be disabled as well.

    The ‘Still need help? Message Us’ will continue to appear on the widget.
    See this screenshot for reference: https://prnt.sc/1o32zfu

    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. I suggest if tawk.to can add country code option in the contact form, it will be very much helpful.

    I suggest if tawk. to can add a country code option in the contact form, will be very much helpful, IMP feature.

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

    Hi,

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

    We currently do not have a Pre-Chat Form field allowing country code selection for mobile numbers.

    Alternatively, you can add a phone number field and edit the text to request the additional code.

    For example, “Input Phone Number With Area and Country Code.”

    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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