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Suggest a new feature or improvement to current ones to make tawk.to the best service available!

To report a bug, please write to support@tawk.to describing the issue you are facing with screenshots (if necessary).

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  1. Show the full URL of referrals from Google - so we can spot the keywords

    At this time, when you get a chat thru, it tells you if it was direct, or from Google.co.uk etc. What it fails to do, is to show you the FULL referral URL, such as: https://www.google.co.uk/search?q=sofa+bed

    This is about as vital as it gets, as we can then see how a customer found is, and means we can perhaps put more effort into that keyword search to push us further.

    We can ask the customer, but often they forget what they searched for, and have to go back.. . back.. in their browser.

    URL Referrals are easy to do in…

    8 votes
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At this stage, we don’t have a feature to show the full referral link of the user’s navigation history in the chat history and Monitoring section.

    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!

  2. Add-ons should be allowed to work on the tawk.to/page!!!

    Why on Earth have you guys not enabled the use of add-ons on your own hosted page on tawk.to??

    For those who have websites hosted with the likes of Shopify that are stopping you from using this service, it would make life a lot easier!

    1 vote
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    1 comment  ·  Add-ons  ·  Flag idea as inappropriate…  ·  Admin →
  3. needed a report of visits on the site, you could develop

    needed a report of visits on the site, you could develop

    1 vote
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    8 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.

    We currently don’t have the option to generate reports for site visits.

    We do offer the following functions for viewing your properties’ activities:

    1. Statistics in the Dashboard — this offers a quick snapshot of the traffic on your site
    Live Visitors
    History
    Visitors
    Chats
    Page Views
    Reporting

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

    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 Response Time

    Knowledge Base
    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

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

    Let me…

  4. Pre-Chat Form text mirrors status text

    Currently, when using Pre-Chat Form, your status text is mirrored (Online or Away), but the text below will remain the text you used for your Pre-Chat Form setting. It would be better, in my opinion, for this to also mirror the status text.

    For example: Online! "Fill in the form and one of our agents will assist." / Away! "We're away at the moment, but fill in the form and one of our agents will assist once they return."

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

    To All Our Valued Users,

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

    At the moment, the Pre-chat form message will stay the same whether you have the Online or Away status on your chat widget.

    The greetings can only be modified separately if you remove the Pre-chat form.

    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.

    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!

  5. Highlight the chat button when it is focused via tabbing

    Hello,

    To make the chat widget more accessible, it would be nice if the chat widget button would become highlighted with a color of suitable contrast when the button becomes focused. My thoughts are that this could be an additional color option in the widget customization window. This should happen whenever the widget button becomes focused, through tabbing or other methods.

    Thanks,
    Will

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

    Hi,

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

    Message alerts currently appear in the title page area of the browser as ‘browser tab notifications.’

    At the moment, we don’t have a feature for highlighting the chat button.

    Learn more about changing the widget’s behavior on your site here:
    https://help.tawk.to/article/change-how-the-widget-behaves-on-your-site

    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!

  6. Ask for email and save it

    I want that the visitor first asks the question and then the chatbot ask for email. I think its much better to get information step by step.

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

    Hi,

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

    There is currently not an option to automatically send a form in response to a visitor’s question.

    At this stage, our forms options include a Pre-Chat Form and an Offline Form.

    To learn more about our Pre-chat form, visit this link: https://help.tawk.to/article/using-the-pre-chat-form

    Our automated chatbot feature is currently on our roadmap development.

    Our engineers are working on this feature and updates will be posted once it has been implemented.

    Should you have any 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. Department function

    Can set department can see each department only? example department a can see department a chat only

    6 votes
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    11 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Currently, there is no setup to hide chats from other departments.

    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, but only those who are assigned to the department will get a notification.

    ​2. This is so to allow easy chat take-over especially if the transfer is from one department to another.

    3. ​In departments, the other agents only hear the notification sounds if there are no agents currently online in the department the visitor has selected. So the only time it rings for all agents is when a department is selected that has no agents currently online. This is to prevent the chat from going unanswered.

    ​4.…

  8. Automatic update status when PC lock and unlock

    By windows lock -> set status to invisible
    By windows unlock -> set status to online

    59 votes
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    7 comments  ·  Windows app  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At this stage, the only way to change the status of the chat widget is to manually go on the profile icon located in the top right corner of your dashboard and select online/away/invisible.

    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.

    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!

  9. Use PreChat (or email form) in a trigger

    The user enters my page and starts a chat. But no supporter is available at the moment. Then i want to use a prechat or a name/email-form within a trigger after a while (5 minutes).

    So i don´t lose the informationen and the connection to the visitor.

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

    Hi,

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

    We currently do not have an email or Pre-Chat Form to send to your customers when you’re away or miss a chat.

    To capture visitor details and let your customers know they’ll be contacted later, you can create a Chat Rescuer Trigger.

    This trigger sends an automated response in the chat when agents don’t respond within a set length of time. You can edit your Chat Rescuer Trigger to include a message asking for each visitor’s contact information. The trigger time can be set from 10 seconds up to 1 hour.

    For example, if no agents have responded to an incoming chat for 20 seconds, the Chat Rescuer Trigger can be set to spring into action with a message like this:

    “Thanks for your patience. We are currently unavailable at the moment, please leave your name and email and…

  10. In Between Chat Form Widget

    It would be nice if you add an on going chat fill out form widget which we can fill out form from customer in between the chat , Thanks

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

    Hi,

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

    At this stage, we only have the Pre-Chat Form to get the details of the visitor before the chat.

    An alternative method is to create a shortcut/canned response or trigger message asking for your visitor’s information.

    Learn how to create shortcuts and triggers in these articles:

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

    2. Creating and managing triggers
    https://help.tawk.to/article/creating-and-managing-triggers

    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 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. Limitation of one agent to join per chat

    We want to limit it up-to 1 agent per 1 chat. I would like to know if we can restrict multiple agents to join same chat?

    60 votes
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    13 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.

    We currently do not have a feature limiting an agent’s ability to view and answer chats.

    All members of a property see the same dashboard, incoming chats and message history.

    We have taken note of your suggestion and will post updates 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!

  12. Customize Ticket-Form

    the Ticket-Form Customization could be better.. for example like at the chat-widgets. Multiple-choice or radiobuttons...
    colours...

    11 votes
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    0 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At this stage, we don’t have an option for adding multiple-choice or buttons when creating a ticket.

    Alternatively, you can add a form with multiple choice questions as a file attachment.

    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, here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

  13. I found a bug. If you open the popup the second time with your natel, the close icon no longer appears in the upper right corner.

    I found a bug. If you open the popup the second time with your natel, the close icon no longer appears in the upper right corner.

    4 votes
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    0 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →
  14. A solution which gives visitors the possibility to deactivate the trigger-function

    We have a trigger that is triggered every time a new page, that offers a unique piece (we are an art gallery), is clicked on . But if you look around on our site for a long time and a lot, you will inevitably get it displayed constantly.
    The feedback of our customers is sometimes quite annoying, but on the other hand we have not only been able to get often into conversation with potential customers but also to realize additional sales.

    But it would be nice if visitors of our site would have the possibility to turn off this…

    48 votes
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    6 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At this stage, we don’t have the option to disable the trigger on the user’s end.

    We have noted your suggestion and will post updates 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

  15. Enable chat agent to insert knowledge article link into customer chat

    Can I please suggest you make it easier to share a public knowledge article link with a customer in chat. Copy/paste of an entire article into a small chat window can be overwhelming to a user, and doesn't work if there are images.

    As a chat agent i can access a knowledge article on the right panel but there is no way to copy the link. I suggest you place a button so that the article link selected in the panel is either placed directly into the chat or copied to clipboard.

    Ideally this could form part of a shortcut…

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

    To All Our Valued Users,

    This is Sienna from tawk.to. Thank you for reaching out and for sharing your feedback about our Knowledge Base.

    We are continuing to build out our knowledge base product.

    We’ve acknowledged your request and have escalated it to the Knowledge Base 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!

  16. Chat Widget Position Problem

    We want to take chat widget position freely, be able to move in less areas like 20-30 pixel. We have footer in our website and the footer is just closing the chat widget. Also we do not want to just put it on the middle of the page. If you could get back to us about this topic we would be happy and we can find onether solution to that problem,

    Thank you so much!

    1 vote
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →
  17. 1 vote
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    1 comment  ·  Add-ons  ·  Flag idea as inappropriate…  ·  Admin →
  18. 4 votes
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    1 comment  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    At this stage, we don’t have the option to modify and re-arrange the fields of your Ticket form.

    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!

  19. Department Specific Status Messaging

    At present, all agents in all departments of a property must be set to Away in order for the Away messaging to appear in the chat widget. It would be much better if this was managed on a Department basis, as the landing page of the widget does (e.g. Dept 1 (online), Dept 2 (offline), Dept 3 (Away). If someone selects Dept 3, it should show the Away messaging if all agents in that Dept are Away. At present it doesn't if someone else is online in another Dept! Please create this feature!

    124 votes
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    25 comments  ·  Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    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, but only those who are assigned to the department will get a notification.

    ​2. This is so to allow easy chat take-over especially if the transfer is from one department to another.

    3. ​In departments, the other agents only hear the notification sounds if there are no agents currently online in the department the visitor has selected. So the only time it rings for all agents is when a department is selected that has no agents currently online. This is to prevent the chat from going unanswered.

    ​4. Currently, there is no set-up to hide chats from other departments.

    If you…

  20. Importing chat history via json

    Hi, It would be good to be able to import chat history in JSON format, previously exported by using the export function. Since, if someone, by mistake, deletes some chat history, but he has the backup in JSON, he could roll back very easily. Thanks

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