Auto-log off agents after x hours of inactivity!
One of my employees left his account logged in at work on Friday. We all went home for the weekend. Our website's chat was ONLINE and the only way to get it to turn off was to literally KICK the agent off of our website and re-invite. Any settings he had are now lost.
Just like a bank asks if you are still there after 10 minutes, there needs to be an option like this for agents. Perhaps on or off or set at a long number of hours, but honestly, as of right now there being no way to TURN YOUR SITE'S CHAT OFFLINE if an agent stayed logged in is crazy! Please upvote!
Thank you for the suggestion.
Web-dashboard will show agent as not online after some time.
Only session on our mobile apps (Android and iOS) will keep widget always in Online state.
To make widget be in Offline you can change your status on mobile to “Invisible”, log out or end mobile session from other device (in web: Profile – Browser & App sessions).
Also you can use the “Scheduler” feature to auto turn the widget online/offline during certain hours.
It is SO troubling that after so many requests over many years and DOZENS of votes Tawk has chosen to dig its heels in, and refuse this *obviously needed* feature, letting Tawk customers look unresponsive when a single agent forgets to log out.
re Tawk response: a) "some time"? really? how is "some time" helpful? Minutes? Hours? Days? b) in my tests if I walk away from my computer for an HOUR and am the only agent whose status is "online" our website STILL says an agent is available. and c) OF COURSE you can "set" your status to invisible... EVERYONE here knows that... the ISSUE is if one agent FORGETS to. After 30+ years in silicon valley working with top engineering teams, this sort of "it's your fault if you forget to log out" is completely unacceptable. Imagine a BANK app that for example did not time-out after inactivity, that would be stupid so no bank does that.
When I put my phone into airplane mode, My status should become offline automatically.
Admintawk.to (top bird!, tawk.to) commented
You can upvote and subscribe to such request here: https://tawk.uservoice.com/forums/228427/suggestions/13286841
Bman Q commented
admin must have and option to change status of agents if needed
One of my agents has left the building, leaving their status as Online. It would be so much better if I could switch them to Invisible. My only alternative is to delete them.
I don't want to set the hours we operate: we have agents in other parts of the world who are available at various hours. so I need to use agent status to govern the Tawk availability.
I put forth a similar suggestion. There definitely needs to be some kind of solution, as not everyone remembers to "close the door" when they leave.
Ryan Puckett commented
Reviewing the comments and admin's position, it our group's position that it would be highly advantageous to offer a toggle for users/members to adjust the status of another member in the event that someone steps away for lunch or goes home accidentally not logging off. At least Admin should have this ability. Otherwise, it will appear that a live agent is available after hours when no one is actually available.
Brian the snail commented
I disagree with Admin.
It would be a much used option for us.
it's really frustrating for users to have "online" when we're not and this needs to be really reconsidered.
We've been told by the boss to remove tawk.to and go to another system unless we can find a workaround which is sad because we love the system
I would have this as an option for users to add themselves.
The app no doubt has to poll the server to see if there are any new msgs and obviously this would be something triggered by a remoting callback mechanism rather than continuous polling by the app
... are we there yet?
... are we there yet?
That would be moronic
So when a person connects to your page then at that point the server would check to see if you were online.
If your mobile gets a connection the it would also set the system to online
There needs to be a timeout mechanism were the server checks to see if the agent is available.
It would be great to have an option to set the time (eg. 5 minutes) of inactivity for automatic logging out. That would prevent unanswered chats while being away from a computer.
I love this tool. Works great and has so many features. Well thought out and well built.
My one suggestion is to have an auto logout when 1) the browser window of an agent is closed, or 2) when the desktop app is closed.
I have the widget set to be hidden when no agent is logged in. This works great as long as all the agents remember to logout or change to invisible. But if a browser crashes, or a browser window gets closed by accident, the agent is still seen and logged in, the widget still appears, but the chats are not answered. This could easily be done with an AJAX ping from the browser. The system would logout if the pings stopped.
Your desktop app looks like a framed version of the web based app, so it could function the same way.
At the moment, when we use the app, and we turn off the phones or go somewhere (like the shop), and there is no internet connection, the widget at the website still says it is online, though no agents are available due to no WIFI or a powered off phone. There should be a possibility to "ping" the phone to check if it acutally is available. If clients just keeps waiting and waiting, they get tired and just leaves in the end, never to be comming back.
I saw that there were mentioned that it is possible to give an automatic message if there are no replies after a certain time, but that is not a good option, at least not in my eyes. That is an "emergency" option.
You can set hours of operation for the chat and then it should automatically switch to away outside of work hours, even if someone is logged in.