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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. 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!

  2. 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!

  3. 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

  4. Disable Visitor Monitoring Notification if I am the on visiting my site

    Disable Visitor Monitoring Notification if I am the on visiting my site

    because when i am visiting my site for testing purposes or preview i will get notification on Tawk to Monitoring dashboard that there is a visitor but it is me

    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.

    At this stage, we currently don't have a feature for disablingvisitor monitoring notifications when you visit your own site.

    However, when testing the widget on your site, you have the option to disable sound notifications so you don’t hear alerts on your device.

    Learn about adjusting sound notifications in this article: https://help.tawk.to/article/managing-sound-settings-and-desktop-notifications

    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

  5. Add a new level of "Associate" member

    Currently, we have two levels: Admin and Agent. We would like an additional level of "Associate", so the associate can only see tickets and chats assigned to them. This can be important in some organisations for privacy purposes.

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

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    Hi Jason,

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

    Currently,  the tawk.to platform allows only Admin and Agent roles.

    We've acknowledged your request and have forwarded it to our 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. Our live agents are always available 24/7 to assist you.

  6. Default chat goes to one department

    Without the customer having to choose, we would like all chat requests to go to our "Level 1 Support" department, and then if they need a Level 2 Support Department" person to join the chat, the level 1 agent can then internally request a level 2 agent to join the chat.

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

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    Hi Jason,

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

    Currently, 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.

    Departments allow you to make sure only the right agents answer visitors. They are also useful when assigning tickets. You can assign a ticket to a particular department, ensuring everyone in the department receives the email/notification.

    This is how the department function works for tawk.to chat.

    1. When chats are assigned to departments, all agents, including those who are not assigned, can see the incoming chats. However,  only those who are assigned to the department will get a notification. This allows easy chat transfer, especially when the transfer is made from one department to another.

    2. Agents outside the selected department will hear the notification sounds only if no agents…

  7. Customer Feedback Before/After Chat Ending

    With TAWK-

    1) We are Giving Support, Means a Agent Alice is interacting with customer. Is there something I can send email requesting feedback with our form to it and such email should sent to customer as soon as chat is ended.

    2) Same way if I want to collect Feedback as soon as he/she tries to End Chat. I mean before ending chat feedback should be collected?

    517 votes
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    43 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    Currently, we have the Sentiments feature in which the visitor can click the thumbs up and down rating in the chat widget as a way of giving their feedback to the chat agent.

    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!

  8. Display trigger message on mobile = getting more attention

    Modern chat services has an option for display trigger message on mobile. This service has, but does not show full message like in full screen mode, it shows icon with number of trigger messages, and you need to click on it for the full message. This doesn't attract attention like in the full screen mode.

    I was wondering is there a possibility to display trigger on mobile and tablet not only in fullscreen mode?

    This could be done as part of trigger where you can find the button to activate this option while setting the trigger or in the chat…

    22 votes
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    54 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    We have changed the way the mobile widget behaves regarding Trigger messages.

    The Trigger message will work on mobile but instead of a pop-up message, it will now have a little red number 1, or 2 that will appear on the chat widget. The same way it does when you receive a text message.

    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. Upload new custom Font

    Hey, please let us upload new font to use, You had only several fonts

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

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    Hi,

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

    The default format and font of our Knowledge Base is Lato, sans-serif. We currently don't have other fonts that can retain the formatting of Microsoft Word.

    We have taken note of 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 at support@tawk.to. Our live agents are always available to assist you.


  10. Standard Status after loggin

    Hi! We have the tawk windows App in autostart of all team members that it starts every morning automatically. Now should it not automatically go in status "online" on all team members. Is it possible to define a standard status after login individual for every user?
    Thanks!

    3 votes
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    Hi Christian, 

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

    Every time you log in to the dashboard will always go back to online status at default. If you choose not to go online immediately, you can turn off to accept chats from your property before logging out or closing the app. The next time you log in, you will still be online status but you will not get the chats because the accepted chats from being disabled. You have to manually enable the accept chats from to accept chats.

    We have noted your suggestion and 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, email our support line at support@tawk.to

  11. 1 vote
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    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.  


    Currently, we do not have a chatbot or pre-chat survey function and they are on our roadmap for development. 


    At this stage, we only have the Pre-Chat Form to get the details of the visitor before the chat.  An alternative method is to create a Trigger message asking for their information. 


    You can also create Shortcuts or canned responses for repetitive questions visitors ask. Setting up Shortcuts saves you time and keeps your responses accurate and consistent. This also ensures that your spelling and grammar are correct. 


    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…

  12. 1 vote
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi,

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

    Here's how you can disable and enable the Video + Voice + Screensharing add-on:

    1. If you have multiple properties, select the property for which you would like to add the feature.

    2. Go to ⚙️Administration and click Add-ons.

    3. Click the Settings button under Video + Voice + Screensharing. From there, you can toggle off Screen Share to disable the feature.

    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

  13. 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
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    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

  14. 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 vote
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    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

  15. 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 vote
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    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…

  16. 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 vote
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    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.

  17. 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 vote
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    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

  18. 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 vote
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    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

  19. 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 votes
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    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…

  20. 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 vote
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    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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