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  1. Customize tickets emails

    Could be great to add our own logo on the tickets emails + a signature.

    898 votes
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    77 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    The customizing tickets via email feature has already been submitted to our engineers. Rest assured that this feature is planned and updates will be posted once it is 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. Chat Specific Routing to Agent or Department

    Is it possible to route the chat request to the specific agent or to the specific department? I created department -> Prechatform but then when the visitor selects Department then all agents gets alert and all agents in different department can join, which makes having department in not useful.
    So can we have a way to perform this

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

    To All Our Valued Users,

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

    Currently, we cant assign chats to a specific agent. However, Departments are especially helpful for big teams, allowing you to make sure only the right agents answer visitors as they can be selected as an option in a pre-chat form.

    Departments are also useful when assigning tickets. You can assign a ticket to a particular department which means everyone in the department will receive the email/notification.

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

    ​1. Chats can be assigned to Departments. All Agents, including those who are not assigned there, can see the incoming chats. However, only those who are assigned to the department will get a notification.

    ​2. This allows for easy chat take-over, especially if the transfer is from one Department to another.

    3. ​In Departments, the other agents…

  3. add an Automated Chat Box feature where the user can choose from several different topics or questions and answers can be prescripted....

    add an Automated Chat Box feature where the user can choose from several different topics or questions and answers can be prescripted....Then if the person needs additional information there is an option to leave a message and email and we will get back to them.....I saw this on several websites.....one of these website was: https://www.directcell.ca/

    115 votes
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    21 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.

    Our automation or chatbot feature is currently in our roadmap development.

    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!

  4. chatbot feature

    chatbot for whatsapp

    39 votes
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    15 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, we don’t have a chatbot feature for WhatsApp. However, integration with the app is already in our development roadmap.

    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. 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.

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

    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!

  6. Department function

    Can set department can see each department only? example department a can see department a chat only

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

    To All Our Valued Users,

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

    Currently, there is no setup to hide chats from other departments.

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

    ​1. Chats can be assigned to departments, all AGENTS including those who are not assigned there can see the incoming chats, but only those who are assigned to the department will get a notification.

    ​2. This is so to allow easy chat take-over especially if the transfer is from one department to another.

    3. ​In departments, the other agents only hear the notification sounds if there are no agents currently online in the department the visitor has selected. So the only time it rings for all agents is when a department is selected that has no agents currently online. This is to prevent the chat from going unanswered.

    ​4.…

  7. A solution which gives visitors the possibility to deactivate the trigger-function

    We have a trigger that is triggered every time a new page, that offers a unique piece (we are an art gallery), is clicked on . But if you look around on our site for a long time and a lot, you will inevitably get it displayed constantly.
    The feedback of our customers is sometimes quite annoying, but on the other hand we have not only been able to get often into conversation with potential customers but also to realize additional sales.

    But it would be nice if visitors of our site would have the possibility to turn off this…

    47 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 sharing your suggestions.

    At this stage, we don’t have the option to disable the trigger on the user’s end.

    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

  8. 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!

  9. Department Specific Status Messaging

    At present, all agents in all departments of a property must be set to Away in order for the Away messaging to appear in the chat widget. It would be much better if this was managed on a Department basis, as the landing page of the widget does (e.g. Dept 1 (online), Dept 2 (offline), Dept 3 (Away). If someone selects Dept 3, it should show the Away messaging if all agents in that Dept are Away. At present it doesn't if someone else is online in another Dept! Please create this feature!

    124 votes
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    25 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

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

    ​1. Chats can be assigned to departments, all AGENTS including those who are not assigned there can see the incoming chats, but only those who are assigned to the department will get a notification.

    ​2. This is so to allow easy chat take-over especially if the transfer is from one department to another.

    3. ​In departments, the other agents only hear the notification sounds if there are no agents currently online in the department the visitor has selected. So the only time it rings for all agents is when a department is selected that has no agents currently online. This is to prevent the chat from going unanswered.

    ​4. Currently, there is no set-up to hide chats from other departments.

    If you…

  10. Customize Ticket-Form

    the Ticket-Form Customization could be better.. for example like at the chat-widgets. Multiple-choice or radiobuttons...
    colours...

    7 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 an option for adding multiple-choice or buttons when creating a ticket.

    Alternatively, you can add a form with multiple choice questions as a file attachment.

    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, here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

  11. Remove the resubmit button after the chat offline form is submitted

    When the chat offline form is submitted, a button resubmit is shown, which only resubmits the same form. In this way, we get double offline messages from the same customer. Can you please remove it or make it optional for this form?

    9 votes
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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.

    We currently don’t have an option to remove the “Send Again” button on the offline form.

    When a user clicks on the Send Again button, it will ask them again to fill in the form.

    This is helpful if your visitor needs to add another detail to their inquiry or raise a new message.

    Helpful link: How to modify your widget content
    https://help.tawk.to/article/how-to-modify-your-widget-content

    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!

  12. Hotkey Setting for shortcut / button

    Hello,

    it is really hard to press hotkey / button on the right side with left hand all the time. It would be nice to have setting to configure button for this for example TAB button. I believe a lot of your clients would like to see this setting.

    36 votes
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    5 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, we only have the forward-slash (/) key function to search for Shortcuts.

    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.

    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!

  13. I think there should be a feature to select the gender (male - female) when starting the conversation

    so that when customers text, I will know what gender it is for consultation ( translate.google.com)

    6 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  14. Enable chat agent to insert knowledge article link into customer chat

    Can I please suggest you make it easier to share a public knowledge article link with a customer in chat. Copy/paste of an entire article into a small chat window can be overwhelming to a user, and doesn't work if there are images.

    As a chat agent i can access a knowledge article on the right panel but there is no way to copy the link. I suggest you place a button so that the article link selected in the panel is either placed directly into the chat or copied to clipboard.

    Ideally this could form part of a shortcut…

    12 votes
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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 and for sharing your feedback about our Knowledge Base.

    We are continuing to build out our knowledge base product.

    We’ve acknowledged your request and have escalated it to the Knowledge Base 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!

  15. 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 ideas with us.

    At this stage, we don’t have the option to modify and re-arrange the fields of your Ticket form.

    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!

  16. Chat Bot

    Add the Chat Bot feature

    174 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!

  17. 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.

    24 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!

  18. 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...

    27 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!

  19. Knowledge Base - Duplicate Article / Template Article

    To keep a consistent article layout throughout our Knowledge Base it would be great to have an option to select an article and click "Duplicate Article" which would then create a new draft version of the selected article.

    Alternatively save an article as a Template and have the option to create a "New Article from Template".

    9 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.

    We currently don’t have an option to duplicate an article and save it as a template.

    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!

  20. 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.

    17 votes
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    4 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!

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