Admin Feature to Change Status of Other Admins/Agents
Allow admins to change the status of other admins/agents.
Preferably it would have the same options as if you were changing it for yourself (both the 'Online', 'Away' and 'Invisible' options and the 'Accept chats from' toggles), but changeable for other admins/agents.
An option on the Manage Agents page to 'Allow admin status change' would also be useful.
We've had users start livechats countless times when none of our admins/agents were online and one of them forgot to change their status. The user would expect for someone to join as it says 'Online'.
This can be quite damaging to a business that relies on livechat support being a selling point.
I understand the there's been similar ideas to this posted before, but I feel mine is slightly more in depth.
Ultan
shared this idea
Hi, Ultan
Thank you for choosing tawk.to and for sharing your challenge here.
We highly recommend setting up the widget scheduler to cover your business operating hours in order to avoid incidents in the event that an agent forgets to log out..
The Scheduler's purpose is to make the chat widget go offline even if the agent is logged in.
Once the Scheduler is activated, you don't need to worry about forgetting to log out or manually setting your status to Offline.
Example:
Let's say you’ve scheduled your widget to appear online from 9 AM - 5 PM. If you log in before 9 AM, you can still monitor your visitors without receiving any chats. However, your chat widget will stay offline and the visitor will get the offline form.
The same thing happens when the clock hits 5 PM. Even if there are agents online, the chat widget is forced to go offline.
To learn more, visit this link:
https://help.tawk.to/article/using-the-widget-scheduler
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
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JPW
commented
Wow. How can this STILL not be implemented after so many years and FORTY votes? Does Tawk really not understand only terrible software lets a single support agent's failure to log out create a bad experience for every single website visitor during times when no one is ACTUALLY online?
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Giulio
commented
A feature that allows all admins to remotely log out agents.
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Anonymous
commented
This is essential for our organisation
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Anonymous
commented
I would like to be able to see which agents are signed in as admin. I would also like to force agents to sign out as the admin.
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Serena
commented
occasionally someone forgets to log out and go invisible. If this happens an admin should be able to change this for that customer service person.
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Jonas De Kegel commented
I hope that your idea gains more traction since we are experiencing the EXACT same issue, where I've wished to be able to change the status.
A temporary workaround I've executed multiple times because of the lack of this feature is just disabling the agent status, which can cause more issues then it solves, but it's better then a false-positive online.
Alternatively agents should go into away/offline automatically, especially when their computer is turned off!