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  1. Shareable chat link. Then we can attach the link in the mail. When a customer respond we shouldn't have to ask the email id again. that kind

    Shareable chat link. Then we can attach the link in the mail. When a customer respond we shouldn't have to ask the email id again. We can address the client with hi/her name and just continue the email discussion

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  2. Internal communication tool for small and medium businesses

    Actually, I am looking for an internal communication tool l( where we can communicate within our employees Where we can text, do audio and video calls, etc. We would be having 5 to 10 employees using it. We need the internal communication tools with our logo and on custom url? Do you provide that option in your platform?

    1 vote
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Our Dashboard currently supports direct chat and group messages to the other members of the property. However, we don’t have features for internal voice, text and video calling.

    To learn more about direct messages and group chats, visit the following links:

    1. Setting up direct messages
    https://help.tawk.to/article/setting-up-direct-messages

    2.Creating a Group Chat
    https://help.tawk.to/article/creating-a-group-chat

    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!

  3. Ability to switch fonts

    It would be great to switch fonts when creating a knowledge base as this would enable customization to an even greater level

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  4. Add a mechanism to lock or restrict which users can edit the knowledge base articles.

    No business can risk a public customer-facing knowledge base system where any user can add, edit or delete the knowledge base content at any time. It is a tremendous liability and makes the entire knowledge base feature practically worthless.

    Please limit editing to only administrators, or better yet, allow administrators to delegate editing permissions to a specific user or team.

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    Hi Harry,

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

    We recognize the importance of limiting the accessibility of the Knowledge Base, especially for article creation.

    We already have received similar suggestions from other users and have added a vote to this suggestion.

    We’re continuing to build out our knowledge base product and 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!

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

    We recognize the importance of limiting the accessibility of the Knowledge Base, especially for article creation.

    We already have received similar suggestions from other users and have added a vote to this suggestion.

    We’re continuing to build out our knowledge base product and will…

  5. Sending emails tickets in Spanish

    Hello, it will be possible that the ticket emails that are sent, that the message instead of being sent with text in English is sent in Spanish

    1 vote
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At this stage, all our ticketing notification emails are in English language. There is not currently a way to modify or translate these.

    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!

  6. Js Api to get the number of new messages sent to a visitor

    TawkAPI.onNewMessage = function(){
    let numberOfNewMessage = Tawk
    API.getNumberOfNewMessages();

    };

    This is useful for those who wants to build their custom widget.
    So there are actually two new APIs needed.:

    onNewMessage and getNumberOfNewMessages

    1 vote
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    We have JavaScript API documentation where you can invoke a flexible set of methods that may work for your web projects.

    You can check our JavaScript documentation here: https://developer.tawk.to/jsapi/.

    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!

  7. Customise the knowledge base items on chat window for a specific page.

    I would love it if the knowledge base articles which are display on a particular page are only relating to the page the user is on, not just showing all articles in the knowledge base.

    For example, I have the plugin on our tennis club website. If a visitor is on the coaching page, I want the pop-up help to show articles only relating to coaching.

    1 vote
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  8. Webhook event for offline chat messages.

    When any customers submits form when agents are not online; tawk sends offline message email to the configured emails. I’m looking for a feature to include this offline message in the webhook event, so far webhook has chat start, end and tickets events . It will be good if the offline message event also added in the list. If this feature is already existing or if I missed anything to achieve pls comment

    1 vote
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  9. Rating shortcode

    It will be very awesome to have an Shortcode to rating such as [rate] similar to [option].

    It will help to engage agents with their chat ratings.
    Also add the score card on Dashboard.

    3 votes
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  10. respond to the client's rejection with a word that will be an active link

    Is it possible in your service? respond to the client's rejection with a word that will be an active link

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  11. Automatic replies based on trigger words

    Have automatic replies based on trigger words from the customers: For example, if the question from the customer includes the word "price" we can trigger an automatic response and stuff like that. And if the customer needs more help our customer service team receives the notification that a live chat is needed.

    1 vote
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    2 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    You can set up a Trigger to fire with a specific keyword such as “Price”.

    However, we currently don’t have automation to notify agents if the user requested live support.

    To set up the Advance Trigger, follow the steps below:

    1. Select Administration Section > Trigger > Add Trigger
    2. Select Trigger Type > Advanced
    3. Type the Trigger Name and Description
    4. Under CONDITION > When a visitor requests a chat
    5. Under CHECK > All of the following conditions
    Message > Equals > Price (THIS IS YOUR KEYWORD)
    6. Under ACTIONS > Send message to visitor
    7. Type the agent’s name
    8. Type your message

    ( YOUR VISITOR MUST SEND A MESSAGE WITH THE KEYWORDPRICEFOR THE TRIGGER TO SEND)

    I hope this addresses your concern.

    If you…

  12. Trigger message even if we are offline

    it will be good if you can add trigger messages even if we are offline, to show for example Coupon code or other important messages to our client when they access to the website.

    12 votes
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  13. Add more user data to chat transcript emails

    We would like to see user geolocation (and other customization ability) in regards to the auto-emailed chat transcripts upon conclusion of chat

    3 votes
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    We currently don’t have a feature for customizing the chat transcript.

    Our chat transcripts include the date, time (GMT +0) and the chat history.

    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!

  14. personalize the time stamp on emailed chat transcripts to local time of agent/manager

    I request that the chat transcripts sent via email are personalized to the time zone that the agent/manager is in. We are in CST as are most of our clients (regional company) and the emailed chat transcript lists the chat time as GMT (+5). It is very confusing for managers/agents to see that time stamp in emails, and think they are five hours late to a conversation that just happened.

    The time stamp on the website UI does show our local time. Consistency and personalization would be great and reduce confusion. Thanks for considering this request.

    1 vote
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  15. Add a trigger for when a user is about to leave the page/site

    I currently use GoSquared and the only thing I'm missing from this is the trigger when a user is about to leave the site. It's hugely valuable to me because it results in many responses and I get the opportunity to 'save' the sale.

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    I would suggest creating an Advance Trigger for this type of scenario.

    OPTION 1:

    The Trigger will fire if the visitor status is Away.

    Away means that the visitor is on your website but has been inactive for more than 10 minutes.

    You can do this as follows:

    1. Select Administration Section > Trigger > Add Trigger
    2. Select Trigger Type > Advanced
    3. Type the Trigger Name and Description
    4. Under CONDITION > When a visitor has loaded the chat widget
    5. Under CHECK > All of the following conditions 1. Visitor Status > Equals > Away
    6. Under ACTIONS > Send message to visitor (This is where you can input a message)

    OPTION 2:

    The Trigger will fire if the visitor is still on your site for X minutes (Example: 5 minutes)

  16. Hide Company IP from Monitoring List

    This way your employees are not consuming slots on the monitoring page. Currently, the only resolution seems to be "Ban Yourself", which of course has its draw back of you not being able to see the Widget

    3 votes
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At this stage, banning the agent’s IP Address is the only way to hide them in Monitoring.

    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!

  17. Knowledge base / Add images to categories

    Hi, I really would like to have the option to add my own images to the categories in your great Knowledge base. It would make a big difference and a "personalization" of the tool.

    Icons are great but sometimes feels a bit "boring" if you understand what I mean. And Icons don't communicate in the same way as images.

    I've looked on several tools like yours (knowledge base) and no one has the feature.

    For example, www.kundo.se - a Swedish look-a like - has the same system with icons. And there I have to pay like 200 GBP to use…

    1 vote
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    0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At the moment, you can’t modify or add images to the Category section of the Knowledge Base.

    We have just released a major update to our chat widget.

    See our latest release here: https://www.tawk.to/category/updates/

    You can now enjoy the chat widget’s new look and features. This includes adding your Knowledge Base as a search option on your chat widget.

    To learn more about how to customize the Widget Cards, visit this link: https://help.tawk.to/article/customizing-the-widget-header-and-body-cards

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

    Should you wish to send me the PSD file, you can email me at sienna.rubio@tawk.to or book a call to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

  18. Schedule when to accept chat and when not to (as an agent)

    As an agent i want to accept/not accept chats based on the time of the day. I don't want to manually turn it on every morning and turn it off in the night before I go to sleep. Again, this is on agent level, not the widget itself.

    4 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  19. Option to change the position of tawk to chat icon separately for mobile and desktop

    Now when we change the position of tawk to chat icon, it changes for both desktop and mobile. But I only want to change the position in mobile-only. So providing this new feature will help us.

    4 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
  20. Placeholder grammar/syntax to refer to user-data (use in Shortcuts and Tabs, access CRM, make call, send SMS…))

    It's nice to have user data (either Pre-chat form or JS API adding Meta-Data). It's even better to USE it !

    Shortcuts : \hello = « Dear {firstname}, how can I help you ? »

    Trigger: « Dear {firstname}, welcome. We'll get back to you shortly… »

    Tabs : https://my.own.company/dashboard/showuser?userid={thisuserid} (connects to my CRM)

    Tabs : http://my.voip.provider/makecall?from={myagentnumber}&to={thisuserphone} (calls the client)

    Tabs : http://my.sms.provider/sendsms?to={thisuserphone}&message=Hello%20{firstname}…please%20rate%20our%20agent… (send SMS to the client)

    Really very powerfull, versatile, and a very big return for a limited investment.

    3 votes
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    1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
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