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 that department only hear notifications if no agents from the selected department are online  the department. T. This prevents chats from going unanswered.

4. Currently, there is no option to hide chats from departments or property members outside of a selected department.

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!

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 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!

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 keep ringing by changing the number of times it Repeats.

To learn more, click the following links:

1. Enabling Desktop notifications

https://help.tawk.to/article/enabling-desktop-notifications

2. Enabling notifications on Android

https://help.tawk.to/article/enabling-notifications-on-android

3. Enabling sound and badge notifications on iOS

https://help.tawk.to/article/enabling-sound-and-badge-notifications-on-ios

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!

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 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!

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

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

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 create a conversion action to track visitor engagement with the widget.  You can find the sample code and tutorial here: https://docs.tawk.help/article/google-adwords-tracking

Note: this code example tracks a new chat as a conversion. If you would like the conversion to occur using another metric, please refer to our Javascript API : https://help.tawk.to/article/google-adwords-tracking

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

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

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

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 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.

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