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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. Chat to Agent Restriction by Deparment

    When a specific department has been selected when starting a chat, is it possible to alert only the agents under that department?

    Also, not to allow other agents see the conversation of other agents unless that account is admin.

    1 vote
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    Hi Noel,

    At the moment, all agents can view and answer chats without restrictions or approval from an admin.

    We have taken note of your suggestion and will post updates once the feature has been approved and implemented.

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

    1. Chats can be assigned to departments. All agents, including those not assigned to the selected department, can see the incoming chats. However, only those who are assigned to the department will get a notification.

    2. This makes it easy for one agent to take over another agent’s chat — especially if the chat is transferred from one department to another. Also, your agents aren't wasting time trying to answer questions they don't know the answer to or giving the wrong answer because it's not in their area of expertise.

    3. ​When a chat is assigned to a department, the agents outside…

  2. Open link in New Window.

    1. If any link shown in Chat. Clicking on that should open in new window.

    2. Option to restrict Pop-out so that if any customisation done should always work.

    1 vote
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    Hi Rajnish,

    This is Elle from tawk.to. Thank you for reaching out and for sharing your ideas here.

    1. Generally, any link sent or displayed in the chat will open in a new tab — not a new window.  Knowledge Base articles accessed in the chat can be set to open in a new tab or within the widget. However, we do not have settings in the Dashboard to configure the way any other links open in the chat except for the separate list items for readability.

    2. We do not currently have an option to remove the pop-out widget option from the chat menu. Our Widget Behavior settings including Visibility, Feature and On-click behavior settings, can be found in the Dashboard.

    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…

  3. please change your sounds or deactivate them by default

    Hi, please change the sounds or mute them by default.

    They are so annoying and getting on our nerves in our whole support team.

    1 vote
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    Hi Peter,

    Thank you for reaching out.

    In the tawk.to Dashboard, you can activate your sound and desktop notifications and customize what you hear while logged in and answering chats.

    You can simply toggle the Sound notifications to the off position to disable them.

    Here’s how to quickly turn your sounds and notifications on and off: https://help.tawk.to/article/managing-sound-settings-and-desktop-notifications

    To customize your sound settings for each event type, click your Profile Icon and select Manage Sounds & Notifications in the drop-down menu.

    Here, y can make changes to the sounds you'll hear while operating the Dashboard and how your browser handles notifications. To make changes to either, make sure the Sound or Desktop Notifications are switched on by toggling the switch at the top.

    You can choose from a list of sounds and customize the alert for everything that makes a noise within the Dashboard. Choose how long a new chat will…

  4. 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

  5. Is it possible to add a chatbot function in order to manage an automatic reply to the first message of the user?

    Is it possible to add a chatbot function in order to manage an automatic reply to the first message of the user?

    1 vote
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    Hi Chiara,

    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 function and that is on our roadmap for development.

    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 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

  6. 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

  7. 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…

  8. 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…

  9. Free positioning widget

    It would be nice if you can modify the location of the chatwidget relative to the choosen position. so i can make it xyz pixel highter or lower or more to the side etc

    3 votes
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    Hi Joey,

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

    At this stage, the size of the round chat widget can't be adjusted.

    However, both the height and width of the rectangular chat widget can be customized. This customization is only available for the Desktop Widget.

    We also have a new feature for changing the position of your widget in mobile view.

    Helpful links:

    1. Changing the appearance of the chat widget

    https://help.tawk.to/article/changing-the-appearance-of-the-chat-widget

    2. Changing the widget position

    https://help.tawk.to/article/changing-the-widget-position

    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.

    You can also email our support line at support@tawk.to

  10. In Historical Analytics - Just show Messages Count also

    Hi Team,

    Can we just add a Messages count also in this Chart? https://prnt.sc/6uli3i4ivwWe

    It is pretty easy as data is already maintained by the TAWK.

    This improvement makes it very powerful and quick to analyze the working.

    Think --It will show all informaion at one place

    Total Visitor on Site
    Out of which How many messages has been done by agents
    How many Chats happen?

    It serves the reporting purpose also on the fly.

    Please let us know

    Looking forward to it.

    3 votes
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    Hi Saurabh,

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

    We have a Reporting section where you can view chat analytics such as: Chat Volume, Missed Chats, Average Chat Duration, User Satisfaction and First Response Time.

    You can also view reporting on Tickets, covering areas such as New Ticket Volume, Solved Tickets, Ticket Source, Resolution Time, Tickets Reopened and First Response Time.

    You can do this by following the steps below:

    1. Click the Reporting tab (Graph icon - 5th icon from the top) in the left sidebar menu.

    2. Select the site or tawk.to property for which you want to view reporting from the drop-down menu in the upper left of the Reporting screen.

    A Google Adwords conversion tracking integration is now also available!

    Google Conversion tracking can access the correlation between ad clicks and customer engagement with chat on tawk.to.

    This article explains how to…

  11. Enable Queue Chat

    A queue could be nice, because if you have many people on the livechat, and only are one agent online, then a queue could be good to have. For example, when 5 users write to me, at the same time, I can't answer them all at the time. So a queue system could be very good! Exemple: You are number 6 in the queue. Or your own custom message.

    1 vote
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    Hi Ajna!

    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…

  12. Mimic the button function of the Page Channel in the Knowledge Base

    I want to add a button similar to the Page channel function in the Knowledge Base page that will open the chat widget.

    1 vote
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    Hi,

    This is Elle from tawk.to. Thank you for reaching out and for sharing your ideas here.

    We're continuing to build out our Knowledge Base product and have taken on your suggestions.

    We've acknowledged your request and have forwarded it to the Knowledge Base team. They 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.

    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

  13. There should option to customize chat background as per our sites

    Some times is user sends chat to us then due to white background of site we are facing challenges to text visibility. SO need option to customize background .

    3 votes
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    Hi Pawan,

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

    At this stage, we don't have a feature for changing the background color of the widget window.

    However, you can modify the color of the widget header and the background color of the visitor and agent text.

    You can learn more about customizing the appearance of the widget in this article:
    https://help.tawk.to/article/changing-the-appearance-of-the-chat-widget

    We're continuing to build out our Messaging product and have taken on your suggestion.

    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

  14. You MUST add country selection to the phone section of the chat wigdet.

    Because we are receiving datas like this, but it is not possible for us to understand which country it came from and to call for that data.

    Name: Dany Ns...
    E-mail : danynsanzu...@gmail.com
    Phone : 0783018228

    3 votes
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    Hi Dany,

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

    We do not currently have a widget 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, the text might say, "Input Phone Number With Area Code."

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

  15. Set up different times for different agents

    It would be great to have time zone shifts for different agents. eg one agent can set it up for Monday to Friday 9-5 and another set it up for nights and weekends. That way they only get notifications during their work hours.

    1 vote
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    Hi Bol,

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

    This is a great idea! Currently, we have a widget scheduler. However, we do not have an agent scheduler.

    Our Widget Scheduler lets you manage the operating days and times of your widget.

    For now, you can allow each agent to use the settings in their Accept Chats option to manually activate or deactive the feature based on their shifts.

    We're continuing to build out our Dashboard 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 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. Post-Chat option

    Seriously, how difficult can it be to generate a post-chat message or page? There are hundreds of requests for such an option. It would be GREAT to wrap up a chat by providing a post-chat page where we could produce a survey or insert html such as a TIP ME link. I love your product but having no ability to provide a closing to a chat should exist.

    3 votes
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    Hi,


    This is Elle from tawk.to. Thank you for reaching out and for sharing your question here. 


    We currently don't have a CSAT survey or a Post-Chat option after the chat session. 


    What we have is a Sentiment feature that shows how many visitors have given feedback to the chat agent by clicking the thumbs up or thumbs down ratings in the chat widget.


    If you wish to check the agent's statistics for User Satisfaction, do the following:


    1. Select the Reporting section of the dashboard in the left sidebar

    2. Click the filter icon

    3. Select the agent

    4. Select the option to download the report as a CSV file.


    The report will show you how many Negative, Positive, or Neutral sentiments each agent receives from their chats.


    We've acknowledged your request and have forwarded it to the development team. They will work with this suggestion and will add…

  17. It would be ideal if you could see the help in the chat and if you want to maximize click somehow to expand and see it enlarged on the scree

    It would be ideal if you could see the help in the chat and if you want to maximize click somehow to expand and see it enlarged on the screen.

    1 vote
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  18. It should be possible to configure the knowledge base so that the search engine searches for the word only in the title of the articles, in

    It should be possible to configure the knowledge base so that the search engine searches for the word only in the title of the articles, in the content or both.

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

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

    If the articles contains 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 key word "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 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

  19. Set username and password for knowledge base

    It would be better if we can set a username and password to Access Knowledge Base.

    10 votes
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    Hi,

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

    As of the moment, our Knowledge Base does not require log-in credentials.

    Both agents and admins for a property can access the Knowledge Base without restrictions.

    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!

  20. Please let us pull a Chat Volume report which has total chats per agent

    So in the Chat Volume graphs, we need to see a table, or a league table if you were, for the chat volume per agent. Which could include total satisfied / neutral / unhappy feedback, missed chats etc on different columns. But the main thing is - chat volume per agent!!

    3 votes
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    Hi,

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

    We couldn't agree more that customer feedback is an integral part of providing excellent customer service.

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

    At this stage, we don't have the functionality to download detailed reports of feedback.
    Our developers are continuing to build out our messaging product. We've acknowledged your request and have forwarded it to the dev team.

    We 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

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