A queue could be nice, because if you have many people on the livechat, and only are one agent online, then a queue could be good to have. For exempel, when 6 users write to me, at the same time, I can't answer them all at the time. So a queue system could be very good! Exempel: You are number 6 in the queue. Or your own custom message.
To All Our Valued Users,
We thank you and appreciate the patience and continued support over the years.
As per our development team, we are waiting to roll out a huge update to the architecture of the software in order for this feature to release. As you can appreciate, unfortunately, things don’t always go to plan, and other product launches need to be prioritized for the sake of progress.
Rest assured, this has already been raised and the update is currently in progress. We 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!
Popular chat software companies do so, even for managing great volume of chats, they need to limit the amount of chats each agent gets.
All department agent can see all live chats and history of each other that's not good... I think all agent have their style/ability to talk and they dont want to show to other agent.
And as such admin is there to monitor all agents chats.
but agents can see each other chat n history feels not good.
please share your view and if you can then please add this feature to improve "tawk" we all love it :)
I have 2 department and in 2 department I have more then 2 agents, For example let say "MARKETING DEPARTMENT" I have more then 2 agents.
Now if one client comes and one agent talk with him then rest all agent can see his chat and all talks. This is something personal thing that every agent should have. They wont like to share with other agents their skill.
Admin is there to see all chat but other agents in same department should not able to see it.
OR give option like agent can make it as "Go Personal" once agent start chat.
Think on this point.... this is very imp. point.
please feel free to discuss on same.
Configuration to assign a conversation for the free agent for the longer time, without being necessarily join the conversation.
It would be great with the Enable Queue and Option to only allow agents to join as their self ideas (https://tawk.uservoice.com/forums/228427-feedback/suggestions/8632363-enable-queue) (https://tawk.uservoice.com/forums/228427-feedback/suggestions/9584349-option-to-only-allow-agents-to-join-as-their-self)
In the case of competition between agents, it should be better if when a agent join a conversation he can choose to hide it from others agents.
Shamiém Sham commented
Would Like to have the Automatic chat distribution option ! instead of calling each agent. The chat system will Automatically distribution the chat to a agent (Like LiveChat Have this) That would be really great And less Missed chat !
Heather Maxwell commented
The idea is to have equal chat distribution. I would prefer that the chat service know what agents are available and how many current chats they are assisting. Therefore the next chat that rings in would automatically ring ONE specific agent in the queue instead of everyone at one time. This equally distributes the workload.
Greetings Tawk.to team,
this feature is extremely important for our company, it'd be great to receive an update in this regard.
When will this feature be released?
An improvement that gives the administrator the privilege to limit the number of agent (in/not in a department) response to a visitor per chat; As in:
i. admin can limit (integer) the number of agent per chat response
ii. limitation can be set for department or not
hi, when will this feature released ?
if a agent is chatting and new visitor turns up for chat it rang to all agents! I wanted it should rang to free agents only!
Josh W. commented
I would like to see a sort of tiered support in which the new chat defaults to a specific group/department (Tier 1) to notify them of a new chat and not notifying every user regardless of department/group.
I know it can be set for the customer to choose a department on the pre-fill form, but we want the chat to go to specific people first, then can be transferred as needed to the right people.
Poderia notificar somente o departamento escolhido no formulário pré chat. Chamar todos os departamentos gera uma sobrecarga de trabalho desnecessária.
Yes it is more pro.
Also if a department is offline, clients should view the offline widgets of this department not to chat with others departments online agents.
Prashant Arya commented
We want to fix the agent according to the page of website.
Like if user is on electronics page then agent A will handle it.
If user is on other page then agent B will handle it.?
Jackie Ottosen commented
This queue feature now being developed, and will roll out shortly.
When? It's one month since...
Rebecca Harrison commented
Allow the system to distribute chat visitors so that agents do not overlap when communicating with visitors. This would also limit the amount of disruption per customer service rep.
Jasper Sonderen commented
When a colleague has a conversation with someone, me (the other user) doesn't need to get notifications for that particular chat. You only need notifications for new chats or whisper-chats.
This idea has been around for quite a while. Tawk.to team, is it on your development roadmap?