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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. Leave a message to a missed visitor, when he back online, he can still receive my message on the widget

    Ability to leave messages to visitors that agents are missed, once the visitors are back online. Visitors can receive agents' messages.

    crisp.chat has this feature. It's quite convenient to rely a visitor's offline messages.

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

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    Hi Cathern,   

    Thank you for choosing tawk.to and for sharing your question here.  At the moment, we currently don't have a feature to leave a message to a missed visitor.

    We have noted your suggestion and 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

  2. New User want to add Live Chat on my Website

    Hello, Folks I want to add the Live Chat Integration on My website. https://wopick.org Is this Possible.

    3 votes
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    25 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi


    Thank you for your interest in tawk.to


    There are a few options for adding a chat widget to your website depending on how your website is built. 


    Head over here to learn more: https://help.tawk.to/article/adding-a-widget-to-your-website 


    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. Add custom field to sbortcuts ..

    For example .. hello {clientname} your speaking to {agentname} how can i help you..

    So the names are taken for user and agent ..

    If this make sense

    25 votes
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    20 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi,

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

    We currently don’t have automation to fill custom fields in shortcuts when answering chats.

    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!

  4. Is it possible to prevent the agent account in the Android and iPhone apps from disconnecting automatically after a few days? Agents in this

    Is it possible to prevent the agent account in the Android and iPhone apps from disconnecting automatically after a few days? Agents in this way risk losing chat and not realizing it

    2 votes
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    1 comment  ·  Android app  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Alex,

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

    Currently, there's still no option to prevent this. The app should be open and running in order for it not to get disconnected. At the moment, users session will expire if no login in 10-12 days.

    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

  5. Report filtered by trigger

    It would be great to have a report filtered by trigger, i.e. I would like to see how many chats I get for each trigger that I have set up in different sections of my web page.

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

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  6. It would be very useful to view messages for ALL properties on one window sorted by date without having to click into each property

    For people that manage the chat for multiple sites, and want to view and sort all messages for ALL properties in one window

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

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    Hi Oliver,

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

    Currently, we do not have any feature to manage all properties in one window.

    We have submitted this request to our engineers for assessment. We will provide an update should this feature be approved.

    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

  7. A message from a visitor or operator API

    API that enable to send message as visitor or operator thru API e.g tawkto.messageFromVisitor('Message from visitor!')
    tawkto.messageFromOperator('Message from operator!');
    This is a very helpful feature specially if we want to send message from our form to tawk to chat

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

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    Hi,


    Thank you for reaching out.


    Currently, we only have this API on messages. Please check the link below:


    https://developer.tawk.to/jsapi/


    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 any other questions, require assistance, please reach out to us at support@tawk.to. Thank you.



  8. 1 vote
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi,

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

    Currently, we cannot assign chats to a specific agent or assistant. All incoming chats can be viewed and answered by all agents logged in to the property.

    Departments allow you to make sure the right agents answer visitors.  They also allow you to assign a ticket to a particular department, ensuring everyone in that department receives the email/notification.

    Here is how the department function works:


    1. Chats can be assigned to departments. All agents, including those not assigned to a department, can see all incoming chats. However, only those assigned to the selected department will receive a notification. This makes it easy to transfer chats..


    2. Once a chat is assigned to a department, agents will only hear chat notifications when there are no agents online in the selected department. This prevents chats from going unanswered.


    4. Currently, there is…

  9. Track & Report Status duration per agent " Online, Invisible and Away"

    I would like to suggest a more in depth reporting feature on status durations and log in/log out time It would be extremely useful to be able to report on the duration spent on online, invisible and away status per agent so we can monitor productivity and improve our chat service.

    It would also be helpful to be able to report on the log in & log out times per agent.

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

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    Hi Heather,

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

    We do not currently have a reporting option for Monitoring that  tracks the status or log in/log out times of agents.

    Our Reporting Section offers data for the following:

    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

    We've acknowledged your request and have forwarded it to the development team. They will review this suggestion and 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. We're happy to help!

  10. Improve integration options in integromat or zapier.

    It would be nice to get chat transcript and other variables besides triggering. These information are very useful to get tendencies from clients and it would be helpful to integrate them in other CRM platforms.

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

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    Hi Ana,

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

    Our Webhooks support the following events:

    Chat Start

    Chat End

    New Ticket

    For more in-depth information on how our webhooks work, visit our developer portal at https://developer.tawk.to/webhooks/

    In addition, your request is possible through our REST API. Please reach out to our support team via our chat widget to request beta access to our REST API and Metrics API documentation.

    Alternatively, you may email us at support@tawk.to.

    You can view our main Javascript API documentation here:  https://developer.tawk.to/jsapi/

    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.

  11. Customise email response

    Need to be able to customise the emails that are sent to customers via the platform to include custom formatting, footers, logos, etc.

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

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    Hi,


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


    We currently don't have a feature for automatically configuring or editing email transcripts.


    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 our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  12. Improve tawk to features in mobile app

    Tawk To is really a good app from the point of view of allowing businesses to integrate chat. But one of the major problem associated with the existing app is with respect to notifications and especially in mobile app. When the tawk to chat is open on my mobile, there is no sound notification avaiable for new visitors. So it implies that tawk to is not giving any sound notification for new visiors when the app is open. I have this installed on my website at: https://studentlifesaviour.com/ie

    1 vote
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi Jessica, 


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


    The "New visitor" is turned off by default so you have to enable it in Settings - Configure alerts - turn on Visitor visits.

    Note that notifications will be shown only when the app is minimized or in the background.


    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 

  13. New design idea

    Wondering if you have plans to update your design for the chat widgets? It looks plain, kind of outdated compared to others like Intercom, Drift, Olark, Zendesk, Influx.

    The end-user chat window looks outdated. Others' chat systems look sleek, clean, nice user interface and customizable. Also, even the chat widget icons are pretty hideous.

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

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  14. the chat widget not showing on firefox for desktop

    sometimes it loads but it looks like a blank card the pre chat form does not appears it only happens on firefox for desktop on all plataforms, Windows , MacOs, and Linux.

    16 votes
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    23 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    As per our last conversation over email, our developers have found out that your code is affecting the dynamic imports.

    You have also agreed that the issue was due to the PayPal payment method in your website that was causing the conflict.

    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!

  15. Ability to edit messages after sent

    Both visitors and agents can edit messages after sent.
    This feature could really help to modify some vocabulary errors after sent.

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

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    HI Morgen,

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

    We currently don't have an option to edit spelling or phrases after it sent. We suggest for you to use shortcuts.

    Shortcuts save you time and keep your team’s responses accurate and consistent. They also ensure that your spelling and grammar are correct.  https://help.tawk.to/article/creating-and-managing-shortcuts  

    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

  16. An option to allow switching add-on subscriptions to a different add-on

    Hello: I want to activate the brand removal function, but I activated a video + voice + sharing function, can you help me switch to the function I want?

    1 vote
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi,

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

    Yes, we can cancel your Video + Voice + Screensharing function and activate the rebranding add-on.

    Please contact our billing department to cancel your current subscription and activate the rebranding add-on.

    You can reach out to the billing department by making a request through the chat, by emailing support@tawk.to, or by scheduling a call with our support team.

    Here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  17. Snooze ticket

    Sometimes we have conversations we want to followup on in a week's (or whatever) time. It would be great if we could add a reminder to a ticket.

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

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  18. Can I add a note to a chat via JavaScript Api ?

    It would be usefull to read some cookie info and add it to a note in the chat
    Thanks a lot

    1 vote
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi César,

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

    Currently, we do not have the option to add notes using the JavaScript API.

    You can learn more about our current methods in the JavaScript API documentation on our developer platform: https://developer.tawk.to/jsapi/

    Our REST API gives you the option to request additional data from tawk.to. You can learn more about our REST API and request access here: https://docs.tawk.help/article/rest-api

    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

  19. Chat response time should not be calculated when all chat agents are on "invisible"

    For example: a live chat comes through and ALL AGENTS ARE ON INVISIBLE STATUS. After 2 minutes an Agent jumps "Online" to service that member , and Joins the incoming chat 10 seconds after changing to online status. The Chat response time should reflect "10 seconds" not 2 minutes and 10 seconds.

    For this scenario the chat response time should calculate from when the agent is on online status, as it is not a true reflection the way it is currently set up considering the the chat widget would have been showing as "offline" and should no one have answered…

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

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    Hi Heather,

    Thank you for choosing tawk.to and for taking the time to provide us your feedback and suggestions. We value your input and we thank you for the continued support for our product.

    Our current feature calculates the time it takes an agent logged into the Dashboard to join the chat. If agents are missing chats or need more time to reply, you can create a Chat Rescuer Trigger. This trigger is used to auto-respond to messages if agents don't respond in time. The delay message options range from 10 seconds to 1 hour.

    You can send a message to your visitors saying you are currently unavailable and requesting that they leave their details.

    For more information, visit this link: https://help.tawk.to/article/creating-and-managing-triggers

    You can also activate the scheduler function for your chat widget to avoid missed chats.

    For example, if your operating hours are 9 AM - 5 PM, then…

  20. Have the ability to report on successful agent initiated chats vs visitor initiated chats

    Our agents use the monitoring page to "initiate" or "reach out" to the visitors on our website to start a conversation with them.

    At this point in time we can report on the unsuccessful initiated chats based on their being 0 response from the member. However there is no way for us to track or monitor what initiated chats where sucesfull in starting a conversation with a visitor.

    Would like to request a more advanced reporting system whereby we can seperate the successful initiated chats to the client initiated chats.

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

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    Hi Heather,

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

    At this stage, we do not have a feature allowing us to identify agent reponses that get the most engagement.

    However, you can search chats by keyword and topic using the filtering features. You can also view the top search terms visitors use in your Knowledge Base.

    To learn more about the features available in our reporting panel, visit this link: https://help.tawk.to/article/understanding-reporting

    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 at support@tawk.to. Our live agents are always available to assist you.

    If you 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. We're happy to help!

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