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Automatically change status to away when inactive

if i am in the admin panel, and i am online. but i walk away from my desk i would like my status to auto change to offline or away when there is no activity for 30 minutes ( or a set amount of time )

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Paul shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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  • Jeff commented  ·   ·  Flag as inappropriate

    I am disappointed that this issue has not gotten more attention. It seems like a popular request and other services seem to be addressing it. It also seems like it shouldn't be too hard to solve.

    I am certain I will not remember to sign out after every session, so this seemed like it might make tawk.to unusable for my needs. But, I have come up with a very, very crude way of accomplishing the task.

    Basically the idea is to use the Windows Task Scheduler to trigger a "logout task" when the system goes "idle". The "logout task" sets the "Action" to:
    "<path_to_chrome>\chrome.exe https://dashboard.tawk.to/logout&quot;

    Now, if I walk away from my system and forget to logout, the task will kick in after a few minutes and log me out. There are some negatives:
    - I have only set it to use Chrome. Other browsers may or may not work.
    - It launches the tawk.to web page every time my system goes idle, so I have to manually close the new tab every time I return to my system.
    - Sometimes my system doesn't go into the idle state for some unknown reason. So, the task doesn't run and I don't logout of tawk.to.

    I had emailed to tawk.to support, but no one seemed particularly impressed. I had hoped it might inspire someone to take a fresh look and solve it for real.

    Obviously this is a total hack and perhaps others are already doing something similar or there are other solutions that haven't been posted. But since I didn't see anyone suggest anything like it, I thought it might be helpful to someone.

  • Derek commented  ·   ·  Flag as inappropriate

    Please provide a solution for this. Agents forget to log out all the time.

  • Ali TEK commented  ·   ·  Flag as inappropriate

    I will solve this shift problem with javascript code. now I m tired , tomorrow I will code fixing code, it is a big problem for customer engagement. I think it is easy to make fixing code for my websites.

    when I do it I will write here.

  • Anonymous commented  ·   ·  Flag as inappropriate

    People don't have the understanding why your auto away feature is declined. Is because Tawk.to is Live Chat system not social messengers. You are supposed to set your status manually. Live means you are sitting at the desk ready to receive messages. If you are going away then set your status. Is that simple

  • Adrian commented  ·   ·  Flag as inappropriate

    Unfortunately this product is not usable to us without this feature. Agents will not remember to manually change their status every time they are away from their desk. This suggestion shows as under review since Dec 2016. Any idea if or when this feature will be available. We will be finalizing our selection of a chat product for our new website very soon.

  • Jeff commented  ·   ·  Flag as inappropriate

    In smaller companies there is a higher likelihood that you could have all agents away from their desk for an extended period of time while forgetting to change their status from Online to Away or Invisible. Maybe they all go to a meeting or something or out to lunch.

    I strongly suggest adding an optional feature than can be enabled in settings as to a minimum timeout period since a chat has been requested that no agent has responded. When such time has passed, all agents are giving a pop-up notice their status has automatically be changed to invisible due to inactivity. Again this only happens if no agents respond. So if someone requests a chat, no agents respond, then 30 minutes later there's another chat request and no agent responds, and the setting is a 30 minute timeout, then all agents are changed to invisible. You can't do this with individual agents as you don't know if they are away from their desk or if they are just choosing not to chat. But I think it would be better online customer service to not show being available for chat if no agents are answer chats. Think about it. It makes good business sense from a customer service perspective.

  • Anonymous commented  ·   ·  Flag as inappropriate

    The browser already knows when it is disconnected from the server, so that state should automatically log the agent as away (don't think it does this at the moment).

    I can imagine that detecting if the user is using the computer from a purely JS client is going to be impossible. I agree with another user that having a browser desktop notification popup asking if you're still there could be the solution. At least then I just need to click the notification on my status bar to quickly show I'm still here.

  • Wojtek T commented  ·   ·  Flag as inappropriate

    This is a critical feature for us - our staff are multitasking during their work day, and often forgetting to set Away or Invisible, or worse returning and forgetting to go back online. It is the one missing feature that is making us consider other live chat solutions.

  • david commented  ·   ·  Flag as inappropriate

    setting in program to auto set online/offline status based on screen saver/screen locked

  • Chris commented  ·   ·  Flag as inappropriate

    This is critical for us too. If our agents forget to logout out and walk away from the computer our customers just get left hanging.

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