Undo option accidentally closed chats in the inbox
If I hit close at the bottom of a chat (offline chat for example) I cannot open it again or undo the action. Meaning it's a one way action and I have to use the ticket option to make sure the chat stays active (and we don't use the ticketing).
People are clicking the Close at the bottom thinking it just closes the window and not the chat session.
Admintawk.to (top bird!, tawk.to) commented
Thank you for choosing tawk.to and for sharing your challenge here.
All your MISSED CHATS and OFFLINE MESSAGES will have an OPEN Status under the Messaging tab.
Once you selected any of the OPEN status messages (missed chats/offline message), you will only have 2 options; CLOSE and CONVERT TO TICKET.
If you have accidentally clicked the CLOSE button, you can't change the status back to OPEN and we don't have a function to UNDO this action.
Not to worry, as all OPEN messages that you are seeing are NOT ACTIVE CHATS.
These are now missed Messages triggered when the visitor left chat.
If the visitor leaves behind their email address, you will be able to reach back out to them by converting the missed chat into a ticket (using our ticketing system), or using your own email platform (e.g. Gmail/Yahoo) - with an effort to re-engage the conversation.
Perhaps consider setting up a pre-chat form, which will request the customer to leave basic contact details in a form prior to commencing a chat. In this way, you can always follow up with a customer at a later stage. For more information, check out this link: https://help.tawk.to/article/using-the-pre-chat-form.
I hope I have addressed your concern.
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!