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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. Customise email response

    Need to be able to customise the emails that are sent to customers via the platform to include custom formatting, footers, logos, etc.

    3 votes
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    Hi,


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


    We currently don't have a feature for automatically configuring or editing email transcripts.


    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!

  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. 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

  4. 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…

  5. Can I add a note to a chat via JavaScript Api ?

    It would be usefull to read some cookie info and add it to a note in the chat
    Thanks a lot

    1 vote
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    Hi César,

    Thank you for choosing tawk.to and for taking the time to provide us with your feedback and suggestions.

    Currently, we do not have the option to add notes using the JavaScript API.

    You can learn more about our current methods in the JavaScript API documentation on our developer platform: https://developer.tawk.to/jsapi/

    Our REST API gives you the option to request additional data from tawk.to. You can learn more about our REST API and request access here: https://docs.tawk.help/article/rest-api

    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. 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

  7. Disable Visitor Monitoring Notification if I am the on visiting my site

    Disable Visitor Monitoring Notification if I am the on visiting my site

    because when i am visiting my site for testing purposes or preview i will get notification on Tawk to Monitoring dashboard that there is a visitor but it is me

    3 votes
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    Hi,

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

    At this stage, we currently don't have a feature for disablingvisitor monitoring notifications when you visit your own site.

    However, when testing the widget on your site, you have the option to disable sound notifications so you don’t hear alerts on your device.

    Learn about adjusting sound notifications in this article: https://help.tawk.to/article/managing-sound-settings-and-desktop-notifications

    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

  8. Add a new level of "Associate" member

    Currently, we have two levels: Admin and Agent. We would like an additional level of "Associate", so the associate can only see tickets and chats assigned to them. This can be important in some organisations for privacy purposes.

    3 votes
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    Hi Jason,

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

    Currently,  the tawk.to platform allows only Admin and Agent roles.

    We've acknowledged your request and have forwarded it to our development team. They will review this suggestion and 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.

  9. 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…

  10. Default chat goes to one department

    Without the customer having to choose, we would like all chat requests to go to our "Level 1 Support" department, and then if they need a Level 2 Support Department" person to join the chat, the level 1 agent can then internally request a level 2 agent to join the chat.

    3 votes
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    Hi Jason,

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

    Currently, 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.

    Departments allow you to make sure only the right agents answer visitors. They are also useful when assigning tickets. You can assign a ticket to a particular department, ensuring everyone in the department receives the email/notification.

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

    1. When chats are assigned to departments, all agents, including those who are not assigned, can see the incoming chats. However,  only those who are assigned to the department will get a notification. This allows easy chat transfer, especially when the transfer is made from one department to another.

    2. Agents outside the selected department will hear the notification sounds only if no agents…

  11. 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.

  12. 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

  13. 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

  14. 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…

  15. 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…

  16. 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

  17. 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

  18. 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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  19. 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

  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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