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  1. Chat Specific Routing to Agent or Department

    Is it possible to route the chat request to the specific agent or to the specific department? I created department -> Prechatform but then when the visitor selects Department then all agents gets alert and all agents in different department can join, which makes having department in not useful.
    So can we have a way to perform this

    92 votes
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    42 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    Currently, we cant assign chats to a specific agent. However, Departments are especially helpful for big teams, allowing you to make sure only the right agents answer visitors as they can be selected as an option in a pre-chat form.

    Departments are also useful when assigning tickets. You can assign a ticket to a particular department which means everyone in the department will receive the email/notification.

    This is how the Department function works for tawk.to chat.

    ​1. Chats can be assigned to Departments. All Agents, including those who are not assigned there, can see the incoming chats. However, only those who are assigned to the department will get a notification.

    ​2. This allows for easy chat take-over, especially if the transfer is from one Department to another.

    3. ​In Departments, the other agents…

  2. Agents who are already added, For them need their email id to be displayed either in the property members tab or in some report.

    Agents who are already added, For them need their email id to be displayed either in the property members tab or in some report.

    3 votes
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    Hi Bhagesh

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

    Your email address will only appear if you are invited and in pending. Once you accept the invitation, it will no longer be visible to anyone. A workaround can be by changing your account name to your email address. Then you can use default Alias as you respond to chats.

    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

  3. Availability status on pending mode

    Please give the option to put the availability status on pending mode, if the shift is about to end then such an option should be available. Like there should be something like break pending or invisible pending which will not initiate an another chat.

    1 vote
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    Hi Mahek,

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

    Our current feature calculates the time it takes an agent logged into the Dashboard to join the chat. If agents are missing chats or need more time to reply, you can create a Chat Rescuer Trigger. This trigger is used to auto-respond to messages if agents don't respond in time. The delay message options range from 10 seconds to 1 hour.

    You can send a message to your visitors saying you are currently unavailable and requesting that they leave their details.

    For more information, visit this link: https://help.tawk.to/article/creating-and-managing-triggers

    You can also activate the scheduler function for your chat widget to avoid missed chats.

    For example, if your operating hours are 9 AM - 5 PM,…

  4. Option to create Hyperlink in Trigger Message

    Trigger message only allows plain text as of now. A basic format or tag should be allowed to create hyperlinks

    3 votes
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    Hi Archna,


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


    Currently, we only support plain text for Trigger messages. As well as email format and URLs, it will be hyperlinked accordingly. We do not have the feature to insert links to text to trigger message.


    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

  5. Chat notification filter

    If more departments were created (sales, technical, ...) it would be very useful to be able to decide which department the chat notifications arrive at without using any pre-chat form. For example, I might decide that notifications only go to members of the sales department, who can then turn the chat into a ticket and send it to the technical department.

    1 vote
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    Hi Luis,

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

    Currently, we cannot assign chats to a specific agent or assistant. All incoming chats can be viewed and answered by all agents logged in to the property.

    Departments allow you to make sure the right agents answer visitors.  They also allow you to assign a ticket to a particular department, ensuring everyone in that department receives the email/notification.

    Here is how the department function works:

    1. Chats can be assigned to departments. All agents, including those not assigned to a department, can see all incoming chats. However, only those assigned to the selected department will receive a notification. This makes it easy to transfer chats..

    2. Once a chat is assigned to a department, agents will only hear chat notifications when there are no agents online in the selected department. This prevents chats from going unanswered.

    4. Currently, there…

  6. ##- Please type your reply above this line -## - makes no sense

    When we want to convert the message to the ticket, our customer will receive email with this line:

    - Please type your reply above this line -

    But in fact, they can not type above this line and
    Many of our customers discard this email as they try to reply and can not.
    This sentence makes no sense at all.
    How can i edit this line with other content for e.g:
    [Please click the reply button on this email to get in touch with us. Thank you]

    9 votes
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    4 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi,

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

    By default, the emails your visitors receive follow the most commonly-known ticketing format.

    Your visitor needs to reply to an email for the ticket to be set to ‘Pending.’ This is the only way your visitor can type a message above the ticket line message (##- Please type your reply above this line -##").

    Let me know 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. I would like to edit the mobile icon to the same extent as the desktop icons

    I would like to edit the mobile icon to the same extent as the desktop icons so that I can match the Width / Height with button widgets from other companies such as Reviews.io and Trustpilot. I can make buttons look uniform on desktop with ease but not on mobile where it looks messy. For example, One widget button has more padding than another.

    3 votes
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    Hi Glenn,

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

    At this stage, we don't have a feature allowing users to adjust the paddings and margins of the chat widget on mobile.

    I would suggest relocating your chat widget to another position to avoid covering your main table menu.

    Learn more about Changing the appearance of the chat widget here: https://help.tawk.to/article/changing-the-appearance-of-the-chat-widget

    We're currently in the process of updating our widget design and messaging features.

    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 our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  8. Please give an option to disable the popout

    As known API wont work in popout screen, so credit-based chat wont work on our site if client popsout of widget =(

    3 votes
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    Hi Ro,

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

    It sounds as though you have enabled the pop-out feature.

    1. If the chat widget is configured as a POPOUT, the widget will open in a separate tab purely for chat.

    Visitors will have to come back to the main tab if they wish to navigate your website.

    2. If the widget is configured to MAXIMIZE, the chat widget will open within the current tab and the widget will follow the visitor as they navigate your website.

    It will notify the visitor if there is an unread message in the same way it would for a text message on a mobile phone — a little red 1 or 2 appears on the widget.

    To configure the widget’s behavior, do the following:

    1. Click the ⚙️Administration Tab ➞ Channels ➞ Chat Widget.
    2. Under ON CLICK BEHAVIOUR - There…

  9. Offer ability to change font size on dashboard

    We have staff who are older and have a very hard time reading small print - they want to be able to increase the font size on the dashboard to make reading messages and even navigating the site easier for them, at least to the point of meeting AODA accessibility standards.

    1 vote
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    Hi Julie,

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

    We currently don't have options for adjusting the size of the desktop screen/monitor window or customizing the font size in the Dashboard.

    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

  10. add an Automated Chat Box feature where the user can choose from several different topics or questions and answers can be prescripted....

    add an Automated Chat Box feature where the user can choose from several different topics or questions and answers can be prescripted....Then if the person needs additional information there is an option to leave a message and email and we will get back to them.....I saw this on several websites.....one of these website was: https://www.directcell.ca/

    129 votes
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    58 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    Our automation or chatbot feature is currently in our roadmap development.

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

    Let me know 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!

  11. Chat Window

    We added "chat direct link" to our pop up form on our website. When someone clicks on chat button of the pop up form, they go to tawk to chat window but the tawk to chat opens in full screen instead of small screen or tawk to actual window. Suggestion is can you make it happen in small reduced screen

    1 vote
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    Hi Muhammed,

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

    It sounds as though you have enabled the pop-out feature.

    1. If the chat widget is configured as a POPOUT, the widget will open in a separate tab purely for a chat.

    Visitors will have to come back to the main tab if they wish to navigate your website.

    2. If the widget is configured to MAXIMIZE, the chat widget will open within the current tab and the widget will follow the visitor as they navigate your website.

    To configure the widget’s behavior, do the following:

    1. Click the ⚙️Administration Tab ➞ Channels ➞ Chat Widget.
    2. Under ON CLICK BEHAVIOUR - There is an option to MAXIMIZE or POPOUT. The default option is set to Maximize.

    Maximize, meaning when a visitor clicks the chat icon, a window will open within the current tab and the chat widget…

  12. Able to update auto replies

    Hi there,
    When system create a ticket it sent confirmation mail to customers.

    "Hi Customer,

    Your message has been received and is currently being reviewed by our team.
    For your reference, this ticket id is #6."

    I couldn't find any place to replace the words or translate it to my native languages.

    I am sure that there are more auto replies like this.
    We should be able to update them.

    4 votes
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    Hi Hakan,

    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. However, 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. Our live agents are always available to assist you.

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

  13. Open link in New Window.

    1. If any link shown in Chat. Clicking on that should open in new window.

    2. Option to restrict Pop-out so that if any customisation done should always work.

    1 vote
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    Hi Rajnish,

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

    1. Generally, any link sent or displayed in the chat will open in a new tab — not a new window.  Knowledge Base articles accessed in the chat can be set to open in a new tab or within the widget. However, we do not have settings in the Dashboard to configure the way any other links open in the chat except for the separate list items for readability.

    2. We do not currently have an option to remove the pop-out widget option from the chat menu. Our Widget Behavior settings including Visibility, Feature and On-click behavior settings, can be found in the Dashboard.

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

    If you have any other questions, require assistance, or…

  14. please change your sounds or deactivate them by default

    Hi, please change the sounds or mute them by default.

    They are so annoying and getting on our nerves in our whole support team.

    1 vote
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    Hi Peter,

    Thank you for reaching out.

    In the tawk.to Dashboard, you can activate your sound and desktop notifications and customize what you hear while logged in and answering chats.

    You can simply toggle the Sound notifications to the off position to disable them.

    Here’s how to quickly turn your sounds and notifications on and off: https://help.tawk.to/article/managing-sound-settings-and-desktop-notifications

    To customize your sound settings for each event type, click your Profile Icon and select Manage Sounds & Notifications in the drop-down menu.

    Here, y can make changes to the sounds you'll hear while operating the Dashboard and how your browser handles notifications. To make changes to either, make sure the Sound or Desktop Notifications are switched on by toggling the switch at the top.

    You can choose from a list of sounds and customize the alert for everything that makes a noise within the Dashboard. Choose how long a new chat will…

  15. In Historical Analytics - Just show Messages Count also

    Hi Team,

    Can we just add a Messages count also in this Chart? https://prnt.sc/6uli3i4ivwWe

    It is pretty easy as data is already maintained by the TAWK.

    This improvement makes it very powerful and quick to analyze the working.

    Think --It will show all informaion at one place

    Total Visitor on Site
    Out of which How many messages has been done by agents
    How many Chats happen?

    It serves the reporting purpose also on the fly.

    Please let us know

    Looking forward to it.

    3 votes
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    Hi Saurabh,

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

    We have a Reporting section where you can view chat analytics such as: Chat Volume, Missed Chats, Average Chat Duration, User Satisfaction and First Response Time.

    You can also view reporting on Tickets, covering areas such as New Ticket Volume, Solved Tickets, Ticket Source, Resolution Time, Tickets Reopened and First Response Time.

    You can do this by following the steps below:

    1. Click the Reporting tab (Graph icon - 5th icon from the top) in the left sidebar menu.

    2. Select the site or tawk.to property for which you want to view reporting from the drop-down menu in the upper left of the Reporting screen.

    A Google Adwords conversion tracking integration is now also available!

    Google Conversion tracking can access the correlation between ad clicks and customer engagement with chat on tawk.to.

    This article explains how to…

  16. Mimic the button function of the Page Channel in the Knowledge Base

    I want to add a button similar to the Page channel function in the Knowledge Base page that will open the chat widget.

    1 vote
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    Hi,

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

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

    We've acknowledged your request and have forwarded it to the Knowledge Base team. They 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 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

  17. You MUST add country selection to the phone section of the chat wigdet.

    Because we are receiving datas like this, but it is not possible for us to understand which country it came from and to call for that data.

    Name: Dany Ns...
    E-mail : danynsanzu...@gmail.com
    Phone : 0783018228

    3 votes
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    Hi Dany,

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

    We do not currently have a widget form field allowing country code selection for mobile numbers.

    Alternatively, you can add a phone number field and edit the text to request the additional code. For example, the text might say, "Input Phone Number With Area Code."

    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 our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  18. Set up different times for different agents

    It would be great to have time zone shifts for different agents. eg one agent can set it up for Monday to Friday 9-5 and another set it up for nights and weekends. That way they only get notifications during their work hours.

    1 vote
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    Hi Bol,

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

    This is a great idea! Currently, we have a widget scheduler. However, we do not have an agent scheduler.

    Our Widget Scheduler lets you manage the operating days and times of your widget.

    For now, you can allow each agent to use the settings in their Accept Chats option to manually activate or deactive the feature based on their shifts.

    We're continuing to build out our Dashboard 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 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

  19. Post-Chat option

    Seriously, how difficult can it be to generate a post-chat message or page? There are hundreds of requests for such an option. It would be GREAT to wrap up a chat by providing a post-chat page where we could produce a survey or insert html such as a TIP ME link. I love your product but having no ability to provide a closing to a chat should exist.

    3 votes
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    Hi,


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


    We currently don't have a CSAT survey or a Post-Chat option after the chat session. 


    What we have is a Sentiment feature that shows how many visitors have given feedback to the chat agent by clicking the thumbs up or thumbs down ratings in the chat widget.


    If you wish to check the agent's statistics for User Satisfaction, do the following:


    1. Select the Reporting section of the dashboard in the left sidebar

    2. Click the filter icon

    3. Select the agent

    4. Select the option to download the report as a CSV file.


    The report will show you how many Negative, Positive, or Neutral sentiments each agent receives from their chats.


    We've acknowledged your request and have forwarded it to the development team. They will work with this suggestion and will add…

  20. 1 vote
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    Hi,

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

    We currently don't have a CSAT survey after the chat session.

    What we have is a Sentiment feature that shows how many visitors have given feedback to the chat agent by clicking the thumbs up or thumbs down ratings in the chat widget.

    If you wish to check the agent's statistics for User Satisfaction, do the following:

    1. Select the Reporting section of the dashboard in the left sidebar
    2. Click the filter icon
    3. Select the agent
    4. Select the option to download the report as a CSV file.

    The report will show you how many Negative, Positive, or Neutral sentiments each agent receives from their chats.

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

    If you have any…

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