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Suggest a new feature or improvement to current ones to make tawk.to the best service available!

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  1. The visitor can see the last chat record

    Many visitors feedback, why can't I see my last chat history? Please improve the software to lock the visitor IP, visitors can see the last chat record when they open the software for the second time.

    Conversation history could look like in next idea:
    https://tawk.uservoice.com/forums/228427-feedback/suggestions/35792506-intercom-style-conversations

    257 votes
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    21 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    Hi, thank you for the request, it’s is in our plan to create “never-ending” chat, so on visitor return it would open the same chat with all previous messages.

  2. Integrate Facebook Messenger, Whatsapp, Telegram and more

    This will allow us to respond not only messages coming from the live chat but also from our facebook pages. Being able to answer e-mails and other chat services such as telegram would also be great! This will save us a ton of time because it allows us to manage all our visitor's messages coming from many different sources in a single place.

    873 votes
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    planned  ·  83 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →
  3. Allow users to opt-out (to comply with GDPR)

    While reviewing the new GDPR compliancy tools, I noticed that while visitors can opt-in or out on first visit, there is no way for visitors to opt-out after they've already opted in.

    As per the Information Commissioner's Office's Guidelines ( https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/lawful-basis-for-processing/consent/#ib1 ), we need to be able to provide a way for users to withdraw consent after they've given it.

    "The GDPR gives a specific right to withdraw consent. You need to tell people about their right to withdraw, and offer them easy ways to withdraw consent at any time."

    As it stands at the moment, the widget may not…

    6 votes
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    4 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  4. Customize widget colors, bubble for online/offline status

    The color of the chat widget is currently green (or other color chosen in dashboard) whether you are online or not.
    I would like the widget icon/color to be red instead of green when the chat is in offline status.

    The Bubble Chat only appears when the widget is online. We have our Widget on a schedule and would love to have the bubble when the widget is offline too.
    Can bubbles also change the name into " Click Here" in order to remind the visitors that he can leave offline message for us.

    182 votes
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    31 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  5. push notifications for new emails, tickets

    Push notifications to the app when a new email has arrived. The same way that we get a notification when a new chat comes in...
    We just noticed that we had 56 new emails inside Tawkto. But due to no push notifications to the ios app they were unattended...

    16 votes
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    planned  ·  1 comment  ·  Android app  ·  Flag idea as inappropriate…  ·  Admin →
  6. Add a public facing knowledge base

    It would be great to integrate a public knowledge base like the one you guys have: https://www.tawk.to/knowledgebase/ So that customers can search for their own answrs first or when chat is offline. This will minimize the amount of chatting and ticket submissions for simple questions.

    Hosting that on a white label space like support.yourdomain.com via CNAME records would be best so that the user never feels like they've left your site.

    Custom headers/footers and navigation would help with the experience.

    Best part of all of this is that you tackle almost all of the support needs in one place: chat,…

    161 votes
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    27 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  7. Xamarin

    To build an SDK for Xamarin or Native Apps to implement Tawk.to directly to existing Apps.

    12 votes
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    planned  ·  2 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →
  8. Filter out own people (by IP or name) from monitoring

    We have a lot of people in our company that use the website while building new features. I see all of these on the monitoring board which is noise when I want to see the real visitors.

    I'd like to filter them out.

    I'd suggest to filter them out either
    - by using the IP address (which is proably the easiest)
    or
    - by name (everyone needs to enter a name and then I add them to a group 'own people' and then they are filtered out)

    442 votes
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    74 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    Hi!

    Thank you for the suggestion.

    Currently the only way is to ban by IP, but in this case the widget won’t appear for that user as well.
    To ban by IP, please go to Admin – Ban List – click Ban IP button.

  9. Export Ticket History

    Would be great to be able to export all of the ticket history to a usable file such as CSV or JSON to be used for other purposes.

    For instance one of our clients wants to be able to review the tickets their staff has opened and currently we have no way to do this, without hours of copy/paste

    20 votes
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    planned  ·  2 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  10. Agent permissions

    Add permissions so that agent couldnt ban / ignore the user. And that the "Admins" could sellect the permissions for them :)

    Ideas from comments:
    - Option to choose if Agent should get offline messages or not;
    - Option for unbanning people by agents;
    - Who can only see reports for a particular website;
    - Who can and can't see the analytics;
    - Who can whisper;
    - Who can edit global shortcuts;
    - Disable "+Add" property;
    - Forbid users to rename/create aliases;
    - Another agent shouldn't see other agent conversations;
    - Select countries to which agent is restricted to answer…

    200 votes
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    51 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    Hi there dear tawker,

    We are currently planning on developing granular permissions that will solve this problem.

    Hope this will be solved in the near future.

  11. Enable queue

    Hello,
    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 exempel, when 6 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! Exempel: You are number 6 in the queue. Or your own custom message.

    1,267 votes
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    planned  ·  126 comments  ·  Flag idea as inappropriate…  ·  Admin →
  12. Integrate with Shopify more

    I've used another chat app that also integrated with Shopify. They had a really useful feature that shows what a visitor has in their cart.
    They also had the option to trigger a chat window when a visitor would abandon their cart (so cart > checkout > cart = chat window popup).

    It would also be great to see a sales history of some sort, so you can improvise offering discount codes without having to look up visitors in Shopify.

    46 votes
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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  13. Support Wordpress WPML (translation plugin) so that the right chat language shows

    WPML is the biggest Wordpress pugin. I'd like the chat to show the right language. My customer's language depends on the language they chose (in WPML).

    117 votes
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    planned  ·  11 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →
  14. Android and Ios SDK

    It would be great to have an Android and Ios SDK to add chat service to our existing apps.

    318 votes
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    54 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →
  15. chat transfer to another agent.

    Please give us the option to transfer the chat to another agent

    1,350 votes
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    planned  ·  76 comments  ·  Flag idea as inappropriate…  ·  Admin →
  16. Allow integration with Google Analytics

    It would be great if there was a way to optionally bind Google Analytics events to opening the live chat button, and ideally leaving an offline message as well. We like to track as many site interactions as we can, but not sure how I can bind any events to button clicks as there's an iframe container, so it would have to fire on your end.

    470 votes
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    68 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →
  17. Make it possible to use more than one widget on the same web page.

    I would like to use one widget as a contact form, the other for chat. Some people would rather send email than chat, and I would like to be able to offer both. But I'm told 2 widgets would conflict with each other. I like the look of Tawk.to and would like to have the consistency of design rather than using another service to generate the contact form.

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

    Hi there Mary,

    You are correct that 2 Widgets would conflict each other. You can setup different departments for chat and contact and they will show up in different colors so the right people can answer, based on the color of the conversation.

    We will be working on routing soon which will ring the conversation only for available Agents in the specific department.

    Hope this answers your request.

  18. Extraction of customer name for shortcuts: example: Hello %visitor.name%, My name is.....

    it would be useful to have a the ability to create a Greeting/Hello shortcut with a feature such as %visitor.name% so end users receive a more personalised experience... it might also be useful to enable tawk.to attendees to include %agent.name% which would automatically extract the attendees name and add it to the personalised message

    740 votes
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    59 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  19. Hello I would like to suggest an improvement: Reduce image size: https://static-v.tawk.to/a-v3-31/images/icons.png through the site tinypng

    Hello I would like to suggest an improvement: Reduce image size: https://static-v.tawk.to/a-v3-31/images/icons.png through the site tinypng.com to get lighter, this image is not optimized !, and sends it to the platform, we use the app on our website: http://lojahost.net and approved, we are releasing and installing our customers are loving all the features.

    7 votes
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    planned  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  20. Optional Admin department notifications

    As a site Admin, a user will be notified about all incoming chats regardless of the department the user selects or the department that the agent/admin is part of.

    Please can you make it optional so that as an admin I can choose whether I receive all notifications or just my department notifications.

    47 votes
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    3 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Rob,

    We have actually planned out a feature that would enable incoming chat delegation by Agent access. In the mean time, we are also working on granular permissions that would enable/disable certain functionality. It will take time to implement but it’s coming.

    Hope this helps!

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