Feedback
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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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
Admintawk.to
(top bird!, tawk.to)
responded
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-widgetWe'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
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You MUST add country selection to the phone section of the chat wigdet.
Because we are receiving datas like this, but it is not possible for us to understand which country it came from and to call for that data.
Name: Dany Ns...
E-mail : danynsanzu...@gmail.com
Phone : 07830182283 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Dany,
Thank you for choosing tawk.to and for sharing your suggestions.
We do not currently have a widget form field allowing country code selection for mobile numbers.
Alternatively, you can add a phone number field and edit the text to request the additional code. For example, the text might say, "Input Phone Number With Area Code."
Your request has been acknowledged and updates will be posted 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!
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Set up different times for different agents
It would be great to have time zone shifts for different agents. eg one agent can set it up for Monday to Friday 9-5 and another set it up for nights and weekends. That way they only get notifications during their work hours.
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Bol,
Thank you for choosing tawk.to and for sharing your suggestions.
This is a great idea! Currently, we have a widget scheduler. However, we do not have an agent scheduler.
Our Widget Scheduler lets you manage the operating days and times of your widget.
For now, you can allow each agent to use the settings in their Accept Chats option to manually activate or deactive the feature based on their shifts.
We're continuing to build out our Dashboard and have taken on your suggestions.
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 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
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Post-Chat option
Seriously, how difficult can it be to generate a post-chat message or page? There are hundreds of requests for such an option. It would be GREAT to wrap up a chat by providing a post-chat page where we could produce a survey or insert html such as a TIP ME link. I love your product but having no ability to provide a closing to a chat should exist.
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
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…
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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 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Matilde,
Thank you for choosing tawk.to and for sharing your challenge here.
Here's how you can set up to expand or button to open the chat widget:
https://help.tawk.to/article/using-a-text-link-or-button
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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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 voteAdmintawk.to
(top bird!, tawk.to)
responded
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
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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 votesAdmintawk.to
(top bird!, tawk.to)
responded
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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1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for sharing your question here.
We currently don't have a CSAT survey 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… -
i want to hide or disable video call for customers and clients
I want just voice chat
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
This is Elle from tawk.to. Thank you for reaching out.
Here's how you can disable and enable the Video + Voice + Screensharing add-on:
1. If you have multiple properties, select the property for which you would like to add the feature.
2. Go to ⚙️Administration and click Add-ons.
3. Click the Settings button under Video + Voice + Screensharing. From there, you can toggle off Screen Share to disable the feature.
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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Tawk to need a New function like WhatsApp to know that our msg sent and seen
Tawk needs many new functions like WhatsApp that when we send msg we understand our msg sent and see ✅✅✅✔✔
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for reaching out.
Our Facebook and WhatsApp integrations are already on our future roadmap. We will post updates once the features have been 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
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Reply to Specific Message
I would like to see an option for users and agents to reply to a specific message during a live chat.
it allows for users to quickly refer back to things previously mentioned or discussed in the chat. This feature would/should be similar to the option that Signal has.
Clicking on the reply would also link back to the original message allowing for someone to quickly go back to the start of that conversation and to get back up to speed about what they were talking about.
Reactions to a specific message would also be great. I think Signal does…
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Narek,
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.
Learn how to delete and export chat data in this article: https://help.tawk.to/article/viewing-deleting-and-exporting-your-chat-history
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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Create more flexible conditionals for advanced triggers
I'd like to have a separate trigger for US-based based visitors and also for returning visitors. However, without the ability to space the message for the US visitors apart from other triggers, both types of visitors could receive messages on top of each other. Is there a way to avoid that?
I'd like an option that makes it possible to exclude other triggers or more flexibility with how the triggers are defined and used.
I'd like to be able to create groups of conditionals that can be separated themselves by AND or OR.
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Dave,
Thank you for choosing tawk.to and for sharing your challenge here.
At this stage, we don't have a feature for automatically launching triggers in a sequence.
Alternatively, you can create Advanced Triggers for sending automated messages to your customers based on their locations.
To learn more about Triggers, visit the links below:
Creating and managing triggers
https://help.tawk.to/article/creating-and-managing-triggers
Advanced Triggers
https://help.tawk.to/article/advanced-triggers
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.
You can also email our support line at support@tawk.to
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add the ability to automatically close departments if no assigned agents are online
Add a setting to disable departments if no assigned agents are online.
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Sean,
Thank you for choosing tawk.to and for sharing your challenge.
You can activate the scheduler function to set online hours for your widget.
For example, if your operating hours are 9AM - 5PM, when the clock hits 5PM, the offline form will activate replacing your online status. The form can be tailored to ask visitors to leave their behind their contact information (so you can get back to them at a suitable time).
To activate your scheduler, follow these steps:
1. Go to ⚙️Administration and select Channels in the left menu.
2. Select Chat Widget.
3. Under Scheduler, select schedule.
4. Select from any of the suggest schedules or click Advanced to modify your operating times
Here is how the scheduler behaves:
- When agents are online and the widget is scheduled to be online, the widget will be online.
- When agents are online and the widget…
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download knowledge base
Allow downloading knowledge base
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Manuela,
This is Elle from tawk.to. Thank you for reaching out and for sharing your question here.
At this time, we do not have a feature allowing Knowledge Base content to be exported.
We have taken note of your feedback and have submitted your requests to our development 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.
The Knowledge Base is a place where visitors and agents can quickly and easily gather and share information. You can include tutorials, frequently asked questions, policies, procedures, advanced tips and guides. Whatever you use it for, it's super easy to add to, publish and update.
Read more about the Knowledge Base in these articles:https://help.tawk.to/article/what-is-the-knowledge-base and https://help.tawk.to/article/setting-up-your-knowledge-base
If you have any…
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Footer for Knowledge Base Articles to use
I would like to be able to build a Footer / Signature which can then be referenced / used by each KB Article I create.
Currently we have over 200 KB Articles with their own footer, which is built seperately within each KB Article. This is not scaling well as we need to ammend links or images over time.
I would like the ability to build one footer, so that edits can be made once rather than 200 times or more. Similar to how we upload an image once - and reference this many times in many articles.
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Ryan,
Thank you for choosing tawk.to and for taking the time to share your ideas here.
At this stage, there is not an option for adding a footer that can be edited simultaneously for all Knowledge Base articles.
You can see our customizable options for Knowledge Base articles here https://www.tawk.to/knowledgebase/
We have taken note of your feedback and have submitted this to our engineering team. We will post updates once the feature has been approved and implemented. Please keep an eye for the updates.
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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Agent Statistics
The current stats are good. It will be great if you can add specific agent stats like, Login hours, No of hours agent is not online on working hours like that.
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Amruth,
Thank you for choosing tawk.to and for sharing your suggestions.
We currently don't have an option for tracking the number of hours your agent is online.
However, you can view and filter reporting statistics for each agent, including chat volume, average chat duration, user satisfaction, first response time, and more.
We offer the following functions for viewing your properties' activities:
1. Statistics in the Dashboard — offers a quick snapshot of the traffic on your site and shows how your agents have been interacting with visitors.
Live Visitors
History
Visitors
Chats
Page Views
Reporting
2. Reporting — download your monthly report
Chat Analytics
Chat Volume
Missed Chats
Average Chat Duration
User Satisfaction
First Response Time
Tickets
Volume New Ticket
Solved Tickets
Ticket Source
Resolution Time
Tickets Reopened
First Respond
Knowledge Base Stats
Articles
Searches
Feedback
3. Weekly Roundups — a snapshot report of the week's activities
Visits
Chats
…
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chat window block the full screen
chat window open in a full screen and block the full site
any help ?
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Stefen,
This is Elle from tawk.to. Thank you for reaching out.
It sounds as though you have enabled the pop-out feature.
This how the widget behaves on a mobile device:
1. If the chat widget is configured as a POPOUT, the widget will open in a separate tab purely for chat.
Visitors will have to come back to the main tab if they wish to navigate your website.
2. If the widget is configured to MAXIMIZE, the chat widget will open within the current tab and the widget will follow the visitor as they navigate your website.
It will notify the visitor if there is an unread message in the same way it would for a text message on a mobile phone — a little red 1 or 2 appears on the widget.
To configure the widget’s behavior, do the following:
1. Click the ⚙️Administration Tab ➞ Channels ➞…
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1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for sharing your question here.
At the moment, we currently don't have a direct integration with Zendesk.
However, you can use Zapier or Make (formerly Integromat) to integrate tawk.to with Zendesk and hundreds of other apps.
You can find our supported integrations here: https://help.tawk.to/category/integrations
https://help.tawk.to/category/shopping-cart-integrations
We have noted 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. Our live agents are always available to assist you.
You can also email our support line at support@tawk.to
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Desativar criação de ticket via e-mail.
Meu chat acabou tendo o e-mail de acompanhamento de tickets descoberto (tickets@xxxxx.p.tawk.email) e está recebendo e-mails de spam com links maliciosos. Utilizo uma integração com gatilho de criação de ticket, porém está ação é realizada pelos agentes apenas.
Procurei a possibilidade de desativar essa funcionalidade ou trocar o e-mail de acompanhamento, mas não encontrei nada.
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for taking the time to share your ideas here.
We do not have an option for disabling the ticketing system.
The purpose of the ticketing system is to converse with customers via email.
An email address is required for the system to work.
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 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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The content of the chat widget needs adjustment. It would be advisable to be able to adjust it to cards, text, logo and chat.
The content of the chat widget needs adjustment. It would be advisable to be able to adjust it to cards, text, logo and chat. The visitor does not see properly where he can type and start the chat. This is the most important part of the whole widget and the system.
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Harald,
Thank you for choosing tawk.to and for sharing your challenge here.
You can customize the colors, size and position of the widget. You can also move the chat card to any position in the widget body by dragging and dropping the widget cards.
To change the way the visitor widget appears on the pages of your website, follow these steps:
1. Go to ⚙️ Administration and select Channels in the left menu.
2. Select Chat Widget.
3. Click Advanced in the Widget Appearance menu.
4. Edit the settings to suit your website.
5. Click the Save button when finished.
The following links will help you customize your widget content.
1. Customizing the widget header and body cards
https://help.tawk.to/article/customizing-the-widget-header-and-body-cards
2. Changing the greetings on your widget
https://help.tawk.to/article/changing-greetings-on-your-widget
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents…
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