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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. Auto-Direct to Offline Form if Department is Offline

    If a customer selects a Department which is offline, it should redirect that request to the Offline 'Leave a Message' form.

    It's frustrating for our other chat users in other departments who still have chat requests popping up when the chat query isn't relevant to them. In turn then frustrating the visitor when their query doesn't get dealt with or answered at all.

    44 votes
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    5 comments  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi!

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

    We currently do not have an Offline form settings for Departments that are offline.

    The following suggested alternatives can be done to avoid such scenarios:

    1. You can create separate Properties instead of Departments. With Departments, if there are no agents currently online in the department assigned to a chat, the remaining agents will hear the ring notification. This prevents the chat from going unanswered.

    Instead of creating Departments, you can create separate Properties with the designated agents. The Offline form will be activated if no agents are online.

    2. If you still prefer to have Departments, inform your customer that an agent from another Department will get in touch to assist them. You can also raise a ticket while in the chat and assign it to that Department.

    Once the ticket is raised, a notification will be…

  2. More agent info / management in mobile app

    I would like to at least be able to see which agents are online through the mobile app. I am often mobile and I want to check that we have enough agents online to handle chats. It would also be helpful when initiating an agent-to-agent chat to know if they are online.

    3 votes
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    started  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →

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  3. Agents Reply By SMS

    Hello! For all of our flip phone agents, we should be able to respond like a text message. If we can do this, it would be awesome! Thanks!

    41 votes
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    under review  ·  5 comments  ·  Flag idea as inappropriate…  ·  Admin →

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  4. 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.

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

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    To All Our Valued Users,

    We thank you and appreciate your patience and continued support over the years.

    According to our development team, we are waiting to roll out a huge update to the architecture of the software in order for this feature to be released. As you can appreciate, unfortunately, things don’t always go according to plan, and other product launches have needed to be prioritized for the sake of progress.

    Rest assured, this has already been raised and the update is currently in progress. 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

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

  5. Allow departments to be sorted, reordered

    Currently if the department selector is included in the pre-chat form, the departments are sorted by the order in which they were created.

    It would be much better if we could control the order. Alphabetical wouldn't work as that's not always the case so it would make sense to just be able to drag the items of the departments page into the order we wanted.

    88 votes
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    10 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    At the moment, we don’t have the option to re-order the sequence of the Departments listed in the Pre-Chat Form.

    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 my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

  6. Make Departments as Global setting for all properties

    Hello

    Creating departments are very common and flexible option for visitors to directly communicate with right departments.
    There are no any option in your chat software for that to create the departments globally for all configured websites.

    And this is very hactick work for vendors to manage departments as per website wise becuase vendor has lots of work already and they are not the proper time for manageing the lots of website and their departments.

    So i request you to add this feaute in your chat software as global setting.

    3 votes
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    under review  ·  0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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  7. make feedback link more visible/available

    I stumbled across this feedback area, and later when I wanted to come here, I couldn't find a link to feedback anywhere obvious (to me). Maybe this could be included in the footer of the home page or somewhere in the dashboard (or both)

    1 vote
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →

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  8. auto-focus on selecting tab

    When an agent clicks on the tab down the left side of the window, the chat tab opens, but the particular chat window is not highlighted. It would be good for it to receive focus or otherwise be indicative which window the agent clicked. More handy when having multiple chats open and a user adds a new message to an existing conversation, upon entering the chat tab, it's not immediately obvious where it came from.

    Similarly when "join"ing a conversation, the message window should receive focus

    2 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →

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  9. Possibility for no filelds to be filled in the tawk.to box

    Hello. I´m using tawk.to in my web site. I´d like not to allow the visitor to write anything in messages in the tawk.to box. When we are offline or absent I´d like only to let a text in the chat box saying to the client to click on the "CONTATO" button in the site menu. It woul be a box with only a text, and no fields to be filled - I already have it in my page.Is it possible ? Thanks

    1 vote
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →

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  10. Ask customer for email / name while chatting. Pre-chat form in chat

    It would be nice to have a input box drop into the chat window, as the chatting is going, asking for the users name / mail, and it would fill out the name and email in the dashboard. it could be an option under pre-chat form called "while-in-chat form" or something like that :)

    342 votes
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    33 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,
    ,

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

    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.

    Should you have any 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!

  11. Allow Custom Fields Via API

    You guys have just released the Javascript API. It would be a huge help to allow us to use custom fields via api also as we have a field called "support pin" which we would like to autofill.

    29 votes
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    under review  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →

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  12. Software should automatically start when system get start/restart...

    Software should automatically start when system get start/restart...

    6 votes
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  13. Option to only allow agents to join as their self.

    Say Joe is an admin/developer. Everyone knows Joe is the developer.
    We hire "Bob" to answer live chats.
    At any time the user "Bob" can join a conversation as "Joe" and could possibly do malicious things, then "Bob" can delete that history.
    TL;DR:
    1. Option to only allow agents to join as their alias.
    2. Option to only allow admins to remove history.

    323 votes
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    13 comments  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    These are the answers to your questions/suggestions:

    1. Option to only allow agents to join as their alias.

    Answer: At the moment, all agents/admins can create their own aliases. They now have the option to answer chats using their real name or an alias.
    You can protect your identity by creating a new alias the customer sees when you respond to chats.

    Helpful link: https://help.tawk.to/article/creating-and-managing-aliases

    2. Option to only allow admins to remove history.

    Answer: Agents don’t have the authority to delete chat history.

    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!

  14. Api for agent-managing.

    Api(rest?) for agent-managing. We will be happy to use tawk, if our admin will be able to create and modify agents without visiting tawk website. We want to connect our authentification system with your chat.

    36 votes
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  15. fix tawk.to for the blogger dynamic view template. it doesn't show

    fix tawk.to for the blogger dynamic view template. it doesn't show

    1 vote
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  16. Make minimize only option for chat until real chat begins

    I have an automatic hello trigger set up, and then visitor who aren't interested have to hit the x button and then "end chat". They could also hit the minimize button but most wont. Until an actual conversation starts can there be no end button but only a minimize? That way it will only take them one click to make the chat window small again.

    2 votes
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  17. Flash sales with countdown in chat

    Make auto chats or shortcuts to post sales with countdowns to encourage people to buy immediately. Link image disappears when countdown ends.

    3 votes
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  18. 12 votes
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    under review  ·  1 comment  ·  Mac app  ·  Flag idea as inappropriate…  ·  Admin →

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  19. Disable offline form on mobile devices. Add such option

    Choose the visibility of offline form on mobile devices

    3 votes
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  20. 3 votes
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