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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. ##- Please type your reply above this line -## - makes no sense

    When we want to convert the message to the ticket, our customer will receive email with this line:

    - Please type your reply above this line -

    But in fact, they can not type above this line and
    Many of our customers discard this email as they try to reply and can not.
    This sentence makes no sense at all.
    How can i edit this line with other content for e.g:
    [Please click the reply button on this email to get in touch with us. Thank you]

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

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    Hi,

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

    By default, the emails your visitors receive follow the most commonly-known ticketing format.

    Your visitor needs to reply to an email for the ticket to be set to ‘Pending.’ This is the only way your visitor can type a message above the ticket line message (##- Please type your reply above this line -##").

    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!

  2. Upload new custom Font

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

    1 vote
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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.


  3. List of General Predefined Shortcut

    Hey, Could we provide list of customer success phrase (Shortcut with Message) which new user could directly import.

    This is helpful to set up new account who doesn't have experience of Chat Support.

    e.g.
    \waiting-apologies

    Message: We apologize for waiting, but all of our agents are currently unavailable. Please bear with us and we will connect you with our next available agent as soon as possible.

    1 vote
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    Hi Akshay


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


    I would recommend creating Shortcuts or canned responses for repetitive replies. Setting up Shortcuts saves you time and keeps your responses accurate and consistent. This also ensures that your spelling and grammar are correct.


    Learn more here: 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. Our live agents are always available to assist you.


    Alternatively, you can reach me here at elle@tawk.to 

  4. 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

  5. I would like to edit the mobile icon to the same extent as the desktop icons

    I would like to edit the mobile icon to the same extent as the desktop icons so that I can match the Width / Height with button widgets from other companies such as Reviews.io and Trustpilot. I can make buttons look uniform on desktop with ease but not on mobile where it looks messy. For example, One widget button has more padding than another.

    3 votes
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    Hi Glenn,

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

    At this stage, we don't have a feature allowing users to adjust the paddings and margins of the chat widget on mobile.

    I would suggest relocating your chat widget to another position to avoid covering your main table menu.

    Learn more about Changing the appearance of the chat widget here: https://help.tawk.to/article/changing-the-appearance-of-the-chat-widget

    We're currently in the process of updating our widget design and messaging features.

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

  6. 1 vote
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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…

  7. chat answered webhook event

    Add the ability for tawk to send a webhook event when a chat is answered.

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

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    To All Our Valued Users,

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

    We currently have Webhook functions for Chat Start, Chat End and New Ticket.

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

    This 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!

  8. Please give an option to disable the popout

    As known API wont work in popout screen, so credit-based chat wont work on our site if client popsout of widget =(

    3 votes
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    Hi Ro,

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

    It sounds as though you have enabled the pop-out feature.

    1. If the chat widget is configured as a POPOUT, the widget will open in a separate tab purely for chat.

    Visitors will have to come back to the main tab if they wish to navigate your website.

    2. If the widget is configured to MAXIMIZE, the chat widget will open within the current tab and the widget will follow the visitor as they navigate your website.

    It will notify the visitor if there is an unread message in the same way it would for a text message on a mobile phone — a little red 1 or 2 appears on the widget.

    To configure the widget’s behavior, do the following:

    1. Click the ⚙️Administration Tab ➞ Channels ➞ Chat Widget.
    2. Under ON CLICK BEHAVIOUR - There…

  9. Offer ability to change font size on dashboard

    We have staff who are older and have a very hard time reading small print - they want to be able to increase the font size on the dashboard to make reading messages and even navigating the site easier for them, at least to the point of meeting AODA accessibility standards.

    1 vote
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    Hi Julie,

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

    We currently don't have options for adjusting the size of the desktop screen/monitor window or customizing the font size in the Dashboard.

    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

  10. Change button color

    I want to set the color of the widget and the color of the button separately. For example, if I change the background color to white, there is a problem that text area or button disappears.

    6 votes
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  11. 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/

    129 votes
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    58 comments  ·  Improvements  ·  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 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!

  12. 1 vote
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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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    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. Chat Window

    We added "chat direct link" to our pop up form on our website. When someone clicks on chat button of the pop up form, they go to tawk to chat window but the tawk to chat opens in full screen instead of small screen or tawk to actual window. Suggestion is can you make it happen in small reduced screen

    1 vote
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    Hi Muhammed,

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

    It sounds as though you have enabled the pop-out feature.

    1. If the chat widget is configured as a POPOUT, the widget will open in a separate tab purely for a chat.

    Visitors will have to come back to the main tab if they wish to navigate your website.

    2. If the widget is configured to MAXIMIZE, the chat widget will open within the current tab and the widget will follow the visitor as they navigate your website.

    To configure the widget’s behavior, do the following:

    1. Click the ⚙️Administration Tab ➞ Channels ➞ Chat Widget.
    2. Under ON CLICK BEHAVIOUR - There is an option to MAXIMIZE or POPOUT. The default option is set to Maximize.

    Maximize, meaning when a visitor clicks the chat icon, a window will open within the current tab and the chat widget…

  15. Export all data into csv files

    Exporting data could be really useful on spreadsheet files. We need to export extra fields in the export files, we need, the priority, labels, and the assigned agent name.
    For more info: https://winonlinecasino.in/

    1 vote
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    HI,


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


    Currently, we only have a default CSV format for downloading files.
    We will take note of your suggestion and 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. Our live agents are always available to assist you.  You can also email our support line at support@tawk.to

  16. How to integrate twak.to with any website

    Hello everyone.
    I hope everything is going well for you.
    It's a question for the Twak support staff. I'd want to include this live chat application into my website https://fastlabourhire.com.au/ so that I can quickly communicate with my clients. How is it possible?

    1 vote
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    Hi Maxmarrie,

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

    There are two ways to integrate the tawk.to live chat into your site.

    #1 - Copy and paste the tawk.to widget code into your site's HTML section before the closing of the </body tag>
    https://www.tawk.to/knowledgebase/getting-started/adding-a-widget-to-your-website/

    #2 - Use the module or plugin for a system such as WordPress, Joomla or Shopify. You can find our integration guides in the Help Center:
    https://help.tawk.to/category/integrations
    https://help.tawk.to/category/shopping-cart-integrations

    I believe the best way to assist you would be through a screensharing call. Would you be willing to hop on a call with one of our phone support agents so they can better help you with this? If so, here’s the link to schedule a support call: https://calendly.com/tawk-to-support/tawk-to-customer-support

    If you have any tawk.to related concerns, we invite you to reach out on our 24/7 support line. Our live agents are always available to…

  17. 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

  18. 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…

  19. Able to update auto replies

    Hi there,
    When system create a ticket it sent confirmation mail to customers.

    "Hi Customer,

    Your message has been received and is currently being reviewed by our team.
    For your reference, this ticket id is #6."

    I couldn't find any place to replace the words or translate it to my native languages.

    I am sure that there are more auto replies like this.
    We should be able to update them.

    4 votes
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    Hi Hakan,

    Thank you for choosing tawk.to and reaching out.

    This is a great idea! Auto reply and ticket updates can be helpful reminders to customers about the status of their tickets — whether they are pending or resolved/closed.

    At the moment, we don't have these features. However, we do have our Mail Notification that sends emails for all the Chat Transcripts, New Tickets, Offline Forms and Missed Chats.

    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 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

  20. 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.

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