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1183 results found

  1. Add usability features to the widget

    Add usability features to the widget that make website navigation more convenient... for example a text reader or a local page search that doesn't require the ctrl+f hotkey to launch...maybe even a little clock component

    1 vote
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    Hi Bryan,

    Thank you for choosing tawk.to and for sharing your ideas with us.

    At this stage, we don't have a feature that supports website navigation.

    We've acknowledged your request and have forwarded it to our dev team. They will work with this suggestion and will add the feature in due course.

    If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. Our live agents are always available 24/7 to assist you.

  2. Set username and password for knowledge base

    It would be better if we can set a username and password to Access Knowledge Base.

    13 votes
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    1 comment  ·  New features  ·  Admin →
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    Hi, Thank you for choosing tawk.to and for reaching out. As of the moment, our Knowledge Base does not require log-in credentials. Both agents and admins for a property can access the Knowledge Base without restrictions. Your request has been acknowledged and updates will be posted 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 our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  3. Please allow to DISABLE Change Name option. It can be used negatively by users.

    Please allow to DISABLE Change Name option.
    It can be used negatively by users.

    1 vote
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    Hi Irving,

    Thank you for choosing tawk.to and for sharing your challenge here.

    We currently don't have a feature for disabling the option to change the names or Aliases of active agents.

    All agents that use aliases will have their real names shown in brackets.

    Example: Tony (Matt) has joined the conversation.

    Learn more about creating and managing aliases: https://help.tawk.to/article/creating-and-managing-aliases

    Learn how to answer a chat using an alias: https://help.tawk.to/article/how-to-answer-an-incoming-chat

    We're continuing to build out our Dashboard and have taken on your suggestion.

    We will post updates once the feature has been implemented.

    If you have any questions or require assistance, we invite you to reach out on our 24/7 support line at support@tawk.to. Our live agents are always available to assist you.

    Alternatively, you can reach me here at elle@tawk.to

  4. Exclusive chat with a single operator

    Today, when an agent replies, another agent sees the same chat and can overlap by responding by mistake. The chat between the visitor and the first operator who responds should be made exclusive, so that other operators do not intrude.

    1 vote
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    Hi Andrea,

    Thank you for choosing tawk.to and for reaching out.

    At this stage, we cannot assign chats to a specific agent/assistant or create a private channel. All incoming chats can be viewed and answered by all agents logged into the property.

    Your request has been acknowledged and updates will be posted once the feature has been approved and implemented.

    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.

    Alternatively, you can reach me here at elle@tawk.to

  5. Export all data into csv files

    Exporting data could be really useful on csv or spreadsheet files.
    For our website: https://www.rugdecor.co.nz/

    3 votes
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    Hi,

    Thank you for choosing tawk.to and for taking the time to provide us with your feedback and suggestions. We value your input and we thank you for the continued support for our product.

    If you have multiple properties, check to make sure you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard. Then, you can export contacts in the Messaging section of the Dashboard.

    Follow these steps to export your contacts:

    1.  Select Messaging (email icon) in the left tab menu.

    2.  Select the Property.

    3.  Select Contacts under the Property.

    4.  Click the download icon (Export Contacts) in the upper right.

    You will receive an email with a link to a .csv file containing the names and email addresses of all your contacts.

    Visit this link for more information: https://help.tawk.to/article/exporting-contacts

    If you have any questions or require assistance, we invite…

  6. Free positioning widget

    It would be nice if you can modify the location of the chatwidget relative to the choosen position. so i can make it xyz pixel highter or lower or more to the side etc

    3 votes
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    Hi Joey,

    Thank you for choosing tawk.to and for reaching out.

    At this stage, the size of the round chat widget can't be adjusted.

    However, both the height and width of the rectangular chat widget can be customized. This customization is only available for the Desktop Widget.

    We also have a new feature for changing the position of your widget in mobile view.

    Helpful links:

    1. Changing the appearance of the chat widget

    https://help.tawk.to/article/changing-the-appearance-of-the-chat-widget

    2. Changing the widget position

    https://help.tawk.to/article/changing-the-widget-position

    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. Alternatively, you can reach me here at elle@tawk.to.

    You can also email our support line at support@tawk.to

  7. There should option to customize chat background as per our sites

    Some times is user sends chat to us then due to white background of site we are facing challenges to text visibility. SO need option to customize background .

    3 votes
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    Hi Pawan,

    Thank you for choosing tawk.to and for sharing your challenge here.

    At this stage, we don't have a feature for changing the background color of the widget window.

    However, you can modify the color of the widget header and the background color of the visitor and agent text.

    You can learn more about customizing the appearance of the widget in this article:
    https://help.tawk.to/article/changing-the-appearance-of-the-chat-widget

    We're continuing to build out our Messaging product and have taken on your suggestion.

    If you have any questions or require assistance, we invite you to reach out on our 24/7 support line at support@tawk.to. Our live agents are always available to assist you.

    Alternatively, you can reach me here at elle@tawk.to or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support

  8. It would be ideal if you could see the help in the chat and if you want to maximize click somehow to expand and see it enlarged on the scree

    It would be ideal if you could see the help in the chat and if you want to maximize click somehow to expand and see it enlarged on the screen.

    1 vote
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  9. It should be possible to configure the knowledge base so that the search engine searches for the word only in the title of the articles, in

    It should be possible to configure the knowledge base so that the search engine searches for the word only in the title of the articles, in the content or both.

    1 vote
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    This is Elle from tawk.to. Thank you for reaching out.  

    You can search articles in your Knowledge Base according to the keyword.

    If the articles contains a word you are searching for, it will appear in the search results.

    I have personally tested this search function and. EG. When I search for the key word "group" - all articles containing that word show up in the search results.


    Helpful links about KB:
    > https://help.tawk.to/article/what-is-the-knowledge-base

    >https://help.tawk.to/article/setting-up-your-knowledge-base

    >https://help.tawk.to/article/creating-knowledge-base-categories

    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

  10. Please let us pull a Chat Volume report which has total chats per agent

    So in the Chat Volume graphs, we need to see a table, or a league table if you were, for the chat volume per agent. Which could include total satisfied / neutral / unhappy feedback, missed chats etc on different columns. But the main thing is - chat volume per agent!!

    3 votes
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    Hi,

    This is Elle from tawk.to. Thank you for reaching out.

    We couldn't agree more that customer feedback is an integral part of providing excellent customer service.

    Thank you for taking the time to share your ideas here.

    At this stage, we don't have the functionality to download detailed reports of feedback.
    Our developers are continuing to build out our messaging product. We've acknowledged your request and have forwarded it to the dev team.

    We will post updates once the feature has been approved and implemented.

    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

  11. Tawk to need a New function like WhatsApp to know that our msg sent and seen

    Tawk needs many new functions like WhatsApp that when we send msg we understand our msg sent and see ✅✅✅✔✔

    1 vote
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    Hi,

    Thank you for choosing tawk.to and for reaching out.

    Our Facebook and WhatsApp integrations are already on our future roadmap. We will post updates once the features have been implemented.

    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.

    Alternatively, you can reach me here at elle@tawk.to

  12. Reply to Specific Message

    I would like to see an option for users and agents to reply to a specific message during a live chat.

    it allows for users to quickly refer back to things previously mentioned or discussed in the chat. This feature would/should be similar to the option that Signal has.

    Clicking on the reply would also link back to the original message allowing for someone to quickly go back to the start of that conversation and to get back up to speed about what they were talking about.

    Reactions to a specific message would also be great. I think Signal does…

    3 votes
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    Hi Narek,

    Thank you for choosing tawk.to and for taking the time to share your ideas here.

    At this stage, a property’s chat history can be viewed and accessed by all members of the property.

    The Messaging tab makes it easy to access a customer's previous conservations, tickets, offline messages and missed chats.

    Learn how to delete and export chat data in this article: https://help.tawk.to/article/viewing-deleting-and-exporting-your-chat-history

    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

  13. add the ability to automatically close departments if no assigned agents are online

    Add a setting to disable departments if no assigned agents are online.

    1 vote
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    Hi Sean,

    Thank you for choosing tawk.to and for sharing your challenge.

    You can activate the scheduler function to set online hours for your widget.

    For example, if your operating hours are 9AM - 5PM, when the clock hits 5PM, the offline form will activate replacing your online status. The form can be tailored to ask visitors to  leave their behind their contact information (so you can get back to them at a suitable time).

    To activate your scheduler, follow these steps:

    1. Go to ⚙️Administration and select Channels in the left menu.

    2. Select Chat Widget.

    3. Under Scheduler, select schedule.

    4. Select from any of the suggest schedules or click Advanced to modify your operating times

    Here is how the scheduler behaves:

    - When agents are online and the widget is scheduled to be online, the widget will be online.

    - When agents are online and the widget…

  14. download knowledge base

    Allow downloading knowledge base

    1 vote
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    Hi Manuela,

    This is Elle from tawk.to. Thank you for reaching out and for sharing your question here.

    At this time, we do not have a feature allowing Knowledge Base content to be exported.

    We have taken note of your feedback and have submitted your requests to our development team. We will post updates once the feature has been approved and implemented.

    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.

    The Knowledge Base is a place where visitors and agents can quickly and easily gather and share information. You can include tutorials, frequently asked questions, policies, procedures, advanced tips and guides. Whatever you use it for, it's super easy to add to, publish and update.

    Read more about the Knowledge Base in these articles:https://help.tawk.to/article/what-is-the-knowledge-base and https://help.tawk.to/article/setting-up-your-knowledge-base

    If you have any…

  15. Footer for Knowledge Base Articles to use

    I would like to be able to build a Footer / Signature which can then be referenced / used by each KB Article I create.

    Currently we have over 200 KB Articles with their own footer, which is built seperately within each KB Article. This is not scaling well as we need to ammend links or images over time.

    I would like the ability to build one footer, so that edits can be made once rather than 200 times or more. Similar to how we upload an image once - and reference this many times in many articles.

    3 votes
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    Hi Ryan,

    Thank you for choosing tawk.to and for taking the time to share your ideas here.

    At this stage, there is not an option for adding a footer that can be edited simultaneously for all Knowledge Base articles.

    You can see our customizable options for Knowledge Base articles here https://www.tawk.to/knowledgebase/

    We have taken note of your feedback and have submitted this to our engineering team. We will post updates once the feature has been approved and implemented. Please keep an eye for the updates.

    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

  16. Agent Statistics

    The current stats are good. It will be great if you can add specific agent stats like, Login hours, No of hours agent is not online on working hours like that.

    3 votes
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    Hi Amruth,

    Thank you for choosing tawk.to and for sharing your suggestions.

    We currently don't have an option for tracking the number of hours your agent is online.

    However, you can view and filter reporting statistics for each agent, including chat volume, average chat duration, user satisfaction, first response time, and more.

    We offer the following functions for viewing your properties' activities:

    1. Statistics in the Dashboard — offers a quick snapshot of the traffic on your site and shows how your agents have been interacting with visitors.

    Live Visitors

    History

    Visitors

    Chats

    Page Views

    Reporting

    2. Reporting — download your monthly report

    Chat Analytics

    Chat Volume

    Missed Chats

    Average Chat Duration

    User Satisfaction

    First Response Time

    Tickets

    Volume New Ticket

    Solved Tickets

    Ticket Source

    Resolution Time

    Tickets Reopened

    First Respond

    Knowledge Base Stats

    Articles

    Searches

    Feedback

    3. Weekly Roundups — a snapshot report of the week's activities

    Visits

    Chats

  17. Implement two-step authentication.

    For added security, I would like to have two-step authentication for agents as they log into the app. I would be happy with email, text, or an authentic app.

    4 votes
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    1 comment  ·  New features  ·  Admin →
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    Hi,

    Thank you for choosing tawk.to and for taking the time to share your ideas here.

    We currently don't have two-factor authentication for signing in to the tawk.to Dashboard.

    We've acknowledged your request and have forwarded it to the dev team. They will work with this suggestion and will add the feature in due course.

    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!

  18. 1 vote
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    Hi,

    Thank you for choosing tawk.to and for sharing your question here.

    At the moment, we currently don't have a direct integration with Zendesk.

    However, you can use Zapier or Make (formerly Integromat) to integrate tawk.to with Zendesk and hundreds of other apps.

    You can find our supported integrations here: https://help.tawk.to/category/integrations

    https://help.tawk.to/category/shopping-cart-integrations

    We have noted your suggestion and will post updates once the feature has been approved and implemented.

    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

  19. Desativar criação de ticket via e-mail.

    Meu chat acabou tendo o e-mail de acompanhamento de tickets descoberto (tickets@xxxxx.p.tawk.email) e está recebendo e-mails de spam com links maliciosos. Utilizo uma integração com gatilho de criação de ticket, porém está ação é realizada pelos agentes apenas.

    Procurei a possibilidade de desativar essa funcionalidade ou trocar o e-mail de acompanhamento, mas não encontrei nada.

    1 vote
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    Hi,

    Thank you for choosing tawk.to and for taking the time to share your ideas here.

    We do not have an option for disabling the ticketing system.

    The purpose of the ticketing system is to converse with customers via email.

    An email address is required for the system to work.

    We've acknowledged your request and have forwarded it to the dev team. They will work with this suggestion and will add the feature in due course.

    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

  20. Analysis of time when no agents are available for chat during the working day

    We need to look at times when none of our current agents are available for chat online during the working day. (rather than leaving a default option and missing chats) It would be useful to report on at a person level to see when they were available throughout the day.

    1 vote
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    Hi Anthony,

    Thank you for choosing tawk.to and for sharing your suggestions. We value your input and we thank you for the continued support for our product.

    We currently don't have the option to analyze the amount of time for which agents are not available to take chats.

    At the moment, we don't have a specific scheduler that automatically sets agent status to online/offline. However, at least one agent must be logged in as either Online or Away for the widget to be online.

    Note: we've taken note of your suggestion and will post updates once the feature has been approved and implemented.

    Visit this link for more information about agent status: https://help.tawk.to/article/changing-your-online-status

    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

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