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  1. 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

    809 votes
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    68 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    The feature allowing users to enhance Shortcut functions with personalization is currently being constructed.

    Our engineers are working on it, and updates will be posted once it is 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!

  2. Would like the ability to change departments after closing a chat.

    When someone comes to our website they are able to choose a particular department. However once they exit the chat and initiate another chat, they are not able to choose a new department. Even if they return a month later, it defaults to the originally chosen department. Often our customers return to our website with different questions and issues, but can't then choose the correct department to route the chat properly, unless the customer had cleared their cookies. Would like to have clients be able to choose a department every time they initiate a new chat.

    143 votes
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    15 comments  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi!
    If the pre-chat form was filled by user, it will remain until visitor session is not ended – if he reopens the ongoing chat session.
    If user return after session ended and by cookies he is recognized as same user – his pre-chat form will be filled with name, email, phone, but other fields like department, message input, multiple choice answer – cleared.

  3. Stats for agents.

    Tell who is the most active, who helps the most people, their rating.

    69 votes
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    12 comments  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    At the moment, you can monitor your agent’s performance by User Satisfaction, Average Chat Duration and First Response Time.

    The Sentiment feature shows how many visitors have given feedback to the chat agent by clicking the thumbs up or thumbs down ratings in the chat widget.

    Average chat duration tells you how many minutes on average each chat lasted.

    First response time lets you know how long your customer had to wait before hearing back from an agent in the chat.

    To check the agent’s statistics, you can do the following:

    1. Select the Reporting section of the dashboard in the left sidebar
    2. Select the option you want to track (User Satisfaction, Average Chat Duration or First Response Time)
    3. Click the filter icon
    4. Select the agent
    5. Select the option to download the report as a CSV file.

    Helpful link: https://help.tawk.to/article/understanding-reporting

    Should…

  4. Analytics should let us see visitors by country

    Instead of just seeing visitors quantity, we would see them also by language or country.
    -Russian 123 visits
    -English
    -Spanish
    -Portuguese
    etc.

    296 votes
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    19 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 question here.

    Our Monitoring section in the Dashboard can filter and display your visitor’s real-time statistics for the following:

    -Countries
    -Agents
    -Channels
    -Departments
    -Status
    -Tags

    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!

  5. Gravatar Icons...

    Just as "uservoice" and so many other websites do, I think it'd be cool if you guys implemented "gravatar" icons into your app so people can create a centralized icon for usage on multiple sites, and then you guys could use this icon for chats with visitor or other agents to make the experience more personal, without having to re-invent the idea of uploading an icon to yet another website.

    *** we use this feature on multiple web apps we develop ***

    -Peter

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

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  6. display Visitor's State in addition to the Country

    I'm wondering if there are any plans for improving the Visitor's location that's being displayed. I'm currently in the US and we're only able to see the City where the Visitor is from and not the State so it makes things a little hard to gauge and I'm not able to set up an advanced trigger for those users.

    Something like this would be very helpful, thank you!

    95 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 reaching out.

    At this time, the details in the Monitoring section do not include the state in which the visitor is located.

    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!

  7. Google translate option

    Please provide a google translation option to directly translate the user language into english if the customer default language is not english and vice versa

    So if the customer is from Germany and if he is typing in German then our system should translate into english for the agent and when agent type anything , System should translate it to German for the customer.

    Above feature is already available with many other chat providers. Please build this as this is very important feature.

    176 votes
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    31 comments  ·  Add-ons  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    Automated translation is currently on the development roadmap.

    Our engineers are working towards this enhanced feature and updates will be posted once the feature has been approved and implemented.

    In the meantime, we welcome your assistance in helping us translate tawk.to by visiting the following links:

    1. Web dashboard > https://crowdin.com/project/tawk/
    2. Android app> https://crowdin.com/project/tawk-android
    3. iOS app> https://crowdin.com/project/tawk-ios

    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!

  8. Prestashop 1.6.0.9 - Module won't install so we insert the code manually to the footer.tpl

    Latest github not installing with Prestashop 1.6.0.9. It say installed but then when you search for it in modules it's just not there. It also leaves a dead menu link in the back end: ADMINISTRATOR > TAWK.TO when gives a 'controller not found' error.

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

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    Hi Chris,

    Thank you for your feedback.
    We are currently working on updating all current integrations and adding new ones and this issue will be fixed.

  9. Send Button for Live-Chat

    It`s needed for "noobs" at computers. So my mom would never use the keyboard. She would search the "send" button. So a "Send" button next to the live chat form would be a nice to have feature. Also i checked microsoft office supprot and bing ad live chat. They all use it. We too?

    55 votes
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    7 comments  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi!

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

    Great news! We have just released a major update to our widget.

    See our latest release here: https://www.tawk.to/category/updates/

    The "Send" (New Conversation) button is now a Widget card. You can change the text to suit your preferences.

    To learn more, visit this link: https://help.tawk.to/article/customizing-the-widget-header-and-body-cards

    Your request has been acknowledged, and updates will be posted once the feature has been approved and implemented.

    If you have any other 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 nicola.mangulabnan@tawk.to

  10. Hide "Visitor navigated from" information

    I would like to be able to hide the "Visitor navigated from" information from operator's view so that he/she does not see potentially sensitive information about the user.

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

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  11. SMF

    If Tawk got a module, for SMF. It could be NICE!!!

    I use SMF for my gameserver and I dont want 150 friends on steam, its easier with livechat

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

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  12. Correct please spnish term "Someter"

    In pre-chat form the spanish traslation for "Submit" in english is traslated as "Someter", but this word is ver wrong traslated, "someter" means to subjugate,the correc traslation for that button is: Ingresar or Enviar

    thanks

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

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  13. Enable markdown

    You should enable markdown in the chats, so people can talk in bold, italics, and more using the markdown syntax in chats.

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

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  14. To export all your user data and chat history into csv files

    Would be really useful to have all your data exported on csv or spreadsheet files, for instance your user data information name, email because you can contact them later with email marketing campaigns. And your history to check usual behaviors on your customers

    1,047 votes
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    143 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,,

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

    .json is the current format used by tawk.to when exporting contacts and chat history. However, we are in the process of changing the export format and the new feature will be available soon.

    Alternatively, you can use this tool for file conversion:
    https://www.convertcsv.com/json-to-csv.htm

    Learn more about exporting contacts: https://help.tawk.to/article/exporting-contacts

    Learn about exporting your chat history: https://help.tawk.to/article/viewing-deleting-and-exporting-your-chat-history

    Should 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!

  15. Resizing editing box

    The ability to resize the editing box would make creating shortcuts much easier.

    Currently, you can only see a few lines of text at a time.

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

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  16. Prevent Agent from seeing other Agents Chat History

    Currently, an Agent is allowed to see and browse All other Agents Chat History, even Admins!

    It would be better to disable this feature or let the Admin grant this privilege.

    66 votes
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    13 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    At this stage, a property’s chat history can be viewed and accessed by all members of the property.

    The Messaging tab makes it easy to access a customer’s previous conservations, tickets, offline messages and missed chats.

    Helpful link: https://help.tawk.to/article/viewing-deleting-and-exporting-your-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!

  17. Spanish Corrections

    On pre-chat form when a visitor skip enter his name a legend in red appears:

    1. "nombre tiene que ser proveido"

    Here is much more accurate write only:

    Ingresa tu Nombre

    Also the save button, is much better be traslated as "Iniciar" instead of "Guardar"

    Thank you

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

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  18. Availibility times

    If we had availibility times for individual departments and sites it would be great,,,

    like sales and billing can be 11 to 8 and support can be 9 to 9...

    14 votes
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  19. enable users to reset their dashboard / chat statistics

    It would be nice to be able to have this option so as not to count the test chats initially made by admins. It would also allow clear tracking record per desired period - say, admins want to start a clean slate every month, or year.

    47 votes
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    5 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi!
    Thank you for the suggestion!

    When you start using the platform and wasnt to try out tawk.to functionality you can do that by using your profile page which is created by default or by creating a new page.
    If you wish to test on your website – you can create a test-property. After testing delete it and create a new property, so it won’t have any stats at all.

  20. Color code repeat visitors

    It would be nice if visitors that return to your site after a day, or several hours time lapse, are color coded for easy recognition on the dashboard. That way we can make sure to initiate a chat with them if they don't start one or at least see what pages they are looking at that brought them back.

    21 votes
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