1195 results found

1. 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.

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   Admintawk.to (top bird!, tawk.to) responded

   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

2. 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!!

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   Admintawk.to (top bird!, tawk.to) responded

   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

3. 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 ✅✅✅✔✔

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   Admintawk.to (top bird!, tawk.to) responded

   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

4. 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 an amazing job of this. https://support.signal.org/hc/en-us/articles/360039929972-Message-Reactions

   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… more

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   Admintawk.to (top bird!, tawk.to) responded

   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

5. 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.

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   Admintawk.to (top bird!, tawk.to) responded

   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 is scheduled to be offline, the widget will be offline.

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

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

   Please note that if the scheduler is offline, the widget will also be offline.

   To learn more about the scheduler's Behaviour: https://help.tawk.to/article/using-the-widget-scheduler

   If you would like to give visitors another way to get in touch with you, you can modify your offline widget greeting to include your contact details (e.g., “We are currently closed. For urgent matters, please contact us at +12345 …”).

   Follow these steps to modify your widget greetings:

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

   2. Select Chat Widget

   3. Under Widget Content, click Edit Content

   4. Select Offline and customize your greeting message and contact form.

   You can find more information about customizing your widget greetings here: https://help.tawk.to/article/modifying-chat-widget-greetings

   If you have any other questions, require assistance, or just want to talk to someone at tawk.to here is my email: elle@tawk.to. I'd be happy to help!

   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… more

6. download knowledge base

   Allow downloading knowledge base

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   Admintawk.to (top bird!, tawk.to) responded

   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 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

   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… more

7. 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.

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   Admintawk.to (top bird!, tawk.to) responded

   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

8. 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.

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   Admintawk.to (top bird!, tawk.to) responded

   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

   Offline messages

   Missed chats

   Tickets

   Online hours

   Engagement rate

   Learn more here:

   https://help.tawk.to/article/understanding-the-statistics-in-your-dashboard

   https://help.tawk.to/article/understanding-reporting

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

   Should you have any questions, require assistance, or just want to talk to someone at tawk.to, email our support line at support@tawk.to

   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

   … more

9. 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.

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   Admintawk.to (top bird!, tawk.to) responded

   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!

10. Email integration similar to Zendesk.
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    Admintawk.to (top bird!, tawk.to) responded

    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

11. 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.

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    Admintawk.to (top bird!, tawk.to) responded

    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

12. 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.

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    Admintawk.to (top bird!, tawk.to) responded

    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

13. departement selection order

    will be good to be able to select the order in which the departments are showed in the widget

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    Admintawk.to (top bird!, tawk.to) responded

    Hi,

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

    At the moment, we do not have the option to change the sequence of Departments listed in the Pre-Chat Form.

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

    If you have any other 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 sienna.rubio@tawk.to or book a call here: https://calendly.com/siennarubio/30min

14. Show when a customer has read chat/ticket

    I would like a way to be able to see if a customer has read our reply to the tickets they submit or to the chats they submit.

    Would be nice to know if the customer has read the message they can be marked as resolved or closed.

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    Admintawk.to (top bird!, tawk.to) responded

    Hi Jason,

    Thank you for choosing tawk.to and reaching out.

    This is a great idea! Auto reply and ticket updates can be helpful reminders to customers about the status of their tickets — whether they are pending or resolved/closed.

    At the moment, we don't have these features. We do have our Mail Notification that sends emails for all the Chat Transcripts, New Tickets, Offline Forms and Missed Chats.

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

    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.

15. Think about to make the knowledge base exportable because there is no backup option for the knowledgebase
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    Admintawk.to (top bird!, tawk.to) responded

    Hi Harsha,

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

    At this stage, we do not have exporting or back-up features for our KB articles.

    We're continuing to build out our Knowledge Base product and have forwarded your request to the Knowledge Base team.

    We will post updates once these features have been approved and 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.

    If you 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. We're happy to help!

16. Shortcut Feature Request

    Please place an option for admin user to restrict who can modify/create the shortcuts.

    If above is not possible, to track who created a new shortcut and/or who made an update, Please require user information before a new shortcut or a modification is saved.

    1 vote

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    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

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    Admintawk.to (top bird!, tawk.to) responded

    Hi Ed,

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

    We currently don't have a feature allowing you to restrict access to creating shortcuts. Shortcuts may be created by any member of a property.

    However,you can restrict access to shortcuts.For every shortcut you create, you have a choice between making it Public or Personal.

    Selecting Public allows all agents with access to the property to use the shortcut when answering chats. A Personals shortcuts can only be used by you and are also known as Global Shortcuts. You can access these by going to My Profile (user icon top left corner of the Dashboard) and selecting Global Shortcuts.

    Shortcuts save you time and keep your team’s responses accurate and consistent. They also ensure that your spelling and grammar are correct.

    https://help.tawk.to/article/creating-and-managing-shortcuts

    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

    Hi Ed,

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

    We currently don't have a feature allowing you to restrict access to creating shortcuts. Shortcuts may be created by any member of a property.

    However,you can restrict access to shortcuts.For every shortcut you create, you have a choice between making it Public or Personal.

    Selecting Public allows all agents with access to the property to use the shortcut when answering chats. A Personals shortcuts can only be used by you and are also known as Global Shortcuts. You can access these by going to My Profile (user icon top left corner of the Dashboard) and selecting Global Shortcuts.

    Shortcuts save you time and keep your team’s responses accurate and consistent. They also ensure that your spelling and grammar are correct.

    https://help.tawk.to/article/creating-and-managing-shortcuts

    If you have any questions or require assistance, we invite you to reach out on… more

17. Session match

    When a customer login 2 different devices the customer has 2 different chat session.
    But i know from the login credentials both session are the same person.
    We should match the sessions by id or some thing uniqe.

    3 votes

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    Admintawk.to (top bird!, tawk.to) responded

    Hi, Mert ÇIKLABAKKAL

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

    Currently, chats initiated on separate devices will appear as unique conversations in the Monitoring panel.

    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.

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

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

18. The Widget should say how many admin is on to help you!

    Like if there is only 1 admin online the widget say
    Hi! There is 1 admin here!

    3 votes

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    Admintawk.to (top bird!, tawk.to) responded

    Hi!

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

    We currently do not have notification settings for agent or admin status.

    An alternative way to know  an admin’s online status is to create a Group Chat.

    You can also view how many members of the Property are online.

    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

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

19. need the hide option of the entire menu on widget

    Hi. I have installed the free widget on my website. I now see a menu on the right upper corner (change name, Email trasncript, sound on, popout widget, end chat).

    I would like to request the option to completely remove this menu from widget or hide entire menu.

    1 vote

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    Admintawk.to (top bird!, tawk.to) responded

    Hi

    
    

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

    
    

    We do not have a feature for hiding the menu on the widget.

    
    

    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 a link to my calendar — https://calendly.com/siennarubio/30min. I'd be happy to help!

    
    

20. Something like account switcher

    I think twak to developers should work on this.

    I want to switch between multiple users at a same time ( no need to logout ) and reply by different users in the app and website also. Please add this feature as soon as possible. It's a suggestion.

    3 votes

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    Admintawk.to (top bird!, tawk.to) responded

    Hi

    
    

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

    
    

    You may create multiple aliases so you may answer with any name you like. With aliases, you can create a new identity the customer sees when you respond to chats.

    
    

    Follow these steps to make changes to an existing alias or create a whole new one::

    
    

    1. Log in to Your Dashboard.

    2. Click the Profile icon in the upper rightt of the Dashboard and select Edit Profile.

    3. Go to Aliases.

    4. You can edit an existing Alias by clicking on it in the list of existing Aliases or you can create a new Alias by clicking the green “Add Alias” button in the top right corner. 

    
    

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

    
    

    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!

    
    

    Hi

    
    

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

    
    

    You may create multiple aliases so you may answer with any name you like. With aliases, you can create a new identity the customer sees when you respond to chats.

    
    

    Follow these steps to make changes to an existing alias or create a whole new one::

    
    

    1. Log in to Your Dashboard.

    2. Click the Profile icon in the upper rightt of the Dashboard and select Edit Profile.

    3. Go to Aliases.

    4. You can edit an existing Alias by clicking on it in the list of existing Aliases or you can create a new Alias by clicking the green “Add Alias” button in the top right corner. 

    
    

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

    
    

    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… more