Feedback
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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Reply to Specific Message
I would like to see an option for users and agents to reply to a specific message during a live chat.
it allows for users to quickly refer back to things previously mentioned or discussed in the chat. This feature would/should be similar to the option that Signal has.
Clicking on the reply would also link back to the original message allowing for someone to quickly go back to the start of that conversation and to get back up to speed about what they were talking about.
Reactions to a specific message would also be great. I think Signal does…
3 votes
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
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add entertainment features for users like some free games
add entertainment features for users like some free games : https://geometrydash-best.com
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
To All Our Valued Users,
Thank you for choosing tawk.to and for reaching out.
Great news! We have just released a major update to our chat widget.
See our latest release here: https://www.tawk.to/category/updates/
This new update will answer your concern about adding games/entertainment links on your chat widget.
Our Widget Cards will allow you to personalize the content of your chat widget. You can add the URL of your games and your users can play it on another tab/window.
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
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!
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add the ability to automatically close departments if no assigned agents are online
Add a setting to disable departments if no assigned agents are online.
1 voteAdmintawk.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…
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download knowledge base
Allow downloading knowledge base
1 voteAdmintawk.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…
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Need to know if the message sent out or an Not sent error message
Need to know if the message was sent to the customer or not, Some emails get stuck on Queued and you dont even know.
6 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for reaching out.
All tickets are considered sent when they are generated. However, there are instances in which your customers will get delayed notifications. This is due to a very high server load.
In the event of a delay, we always prioritize bringing all communications back to full speed.
At the moment, we do not have status messages for delayed tickets.
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 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!
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Footer for Knowledge Base Articles to use
I would like to be able to build a Footer / Signature which can then be referenced / used by each KB Article I create.
Currently we have over 200 KB Articles with their own footer, which is built seperately within each KB Article. This is not scaling well as we need to ammend links or images over time.
I would like the ability to build one footer, so that edits can be made once rather than 200 times or more. Similar to how we upload an image once - and reference this many times in many articles.
3 votesAdmintawk.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
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Agent Statistics
The current stats are good. It will be great if you can add specific agent stats like, Login hours, No of hours agent is not online on working hours like that.
3 votesAdmintawk.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
…
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Add a feature to import from intercom
I want to switch from intercom but I'm dissuaded because I don't want to lose track of old conversations & user context.
You could even just have a single standardized import format and then your customers could write scripts to convert various other company's export formats into your import format, and share those scripts with each other!
2 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for sharing your challenge here.
At this stage, we do not have a feature for migration from Intercom to tawk.to.
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!
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knowledge base api integration
Would be great to be able to integrate the knowledge base through API
15 votesAdmintawk.to
(top bird!, tawk.to)
responded
To All Our Valued Users,
Thank you for choosing tawk.to and for reaching out.
We currently don’t have an API documentation for our Knowledge Base.
We’re continuing to build out our Knowledge Base product and have taken on your suggestions.
We will post updates once the feature 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
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1 voteAdmintawk.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
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Desativar criação de ticket via e-mail.
Meu chat acabou tendo o e-mail de acompanhamento de tickets descoberto (tickets@xxxxx.p.tawk.email) e está recebendo e-mails de spam com links maliciosos. Utilizo uma integração com gatilho de criação de ticket, porém está ação é realizada pelos agentes apenas.
Procurei a possibilidade de desativar essa funcionalidade ou trocar o e-mail de acompanhamento, mas não encontrei nada.
1 voteAdmintawk.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
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Clone or Copy Chat Widget
Hello, please let us clone or copy chat widgets. If we have a heavily customized chat widget for an online pet store, we want to create one chat widget for pet food, then clone or copy it for each type of pet - dogs, cats, birds, fish, etc. Support has advised us that we have to create a new chat widget from scratch each time and that takes way too much time when instead, we could copy the first example and change a few words, pictures, and links in minutes. Please consider this improvement. Thank you!
6 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi
Thank you for choosing tawk.to and for sharing your ideas with us.
We don't have a feature for cloning or copying a chat 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!
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The content of the chat widget needs adjustment. It would be advisable to be able to adjust it to cards, text, logo and chat.
The content of the chat widget needs adjustment. It would be advisable to be able to adjust it to cards, text, logo and chat. The visitor does not see properly where he can type and start the chat. This is the most important part of the whole widget and the system.
1 voteAdmintawk.to
(top bird!, tawk.to)
responded
Hi Harald,
Thank you for choosing tawk.to and for sharing your challenge here.
You can customize the colors, size and position of the widget. You can also move the chat card to any position in the widget body by dragging and dropping the widget cards.
To change the way the visitor widget appears on the pages of your website, follow these steps:
1. Go to ⚙️ Administration and select Channels in the left menu.
2. Select Chat Widget.
3. Click Advanced in the Widget Appearance menu.
4. Edit the settings to suit your website.
5. Click the Save button when finished.
The following links will help you customize your widget content.
1. Customizing the widget header and body cards
https://help.tawk.to/article/customizing-the-widget-header-and-body-cards
2. Changing the greetings on your widget
https://help.tawk.to/article/changing-greetings-on-your-widget
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents…
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export articles
Export & Print in PDF Existing Help Articles
4 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi
Thank you for choosing tawk.to and for sharing your ideas with us.
We do not currently have a feature for exporting articles.
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!
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Analysis of time when no agents are available for chat during the working day
We need to look at times when none of our current agents are available for chat online during the working day. (rather than leaving a default option and missing chats) It would be useful to report on at a person level to see when they were available throughout the day.
1 voteAdmintawk.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
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contact page
Allow for the knowledge base to be linked to platform contact forms (Wordpress, Shopify et) so that when a user starts entering the contact form subject they would get suggestions appear for the answer from the knowledgebase. This greatly would help self support and would be a unique key selling point for tawk.
Similarly, the contact forms embedded into the websites could have links to tawk chat to be more seamlessly integrated with the websites rather than just a chat widget.
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Bob,
Thank you for choosing tawk.to and for taking the time to share your ideas here.
Allowing the Knowledge Base to be linked to other platforms is currently unavailable.
We are continuing to build out our Knowledge Base product.
We've acknowledged your request and have forwarded it to the team. Your suggestion has been submitted to our engineers. 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 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!
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Fleeq Integration
Fleeq.io is great to do tutorials for the KB but there's no way to link/embed it (directly).
Also, you might want to reach out to Fleeq in order to add tawk.to the their integrations as well.3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Leandro,
This is Elle from tawk.to. Thank you for reaching out.
We don't currently have an integration with Fleeq.io, however, it's in our product Pipeline :)
We are continuing to build out our Knowledge Base product.
Our developer team will check and coordinate to Fleeq.io on this matter for possible integration in the near future.
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!
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custom css for Knowledge Base
allow me to add custom css to my knowledge base. I would like to make my KB theme a bit nicer with custom css and custom fonts
9 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi,
Thank you for choosing tawk.to and for reaching out.
At this stage, we do not have an option to customize the fonts and styles of the Knowledge Base using custom CSS.
You can configure and customize the overall appearance of your Knowledge Base by modifying elements such as the banner, color and fonts.
To learn more about setting up the Knowledge Base, visit this link: https://help.tawk.to/article/setting-up-your-knowledge-base
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 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!
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Video Source by Iframe Knowledge Database
We would like to pose:
The possibility of being able to add a personalized video source through Iframe or HTML in the Knowledge Base.In order to be able to add our own player added from Our CDN. Or from another source.
We would also like to be able to request the integration of https://bunny.net/ in order to be able to integrate the https://bunny.net/stream/ libraries
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi Rafa,
This is Elle from tawk.to. Thank you for reaching out.
Adding or inserting HTML code in the Knowledge Base is currently unavailable.
We are continuing to build out our Knowledge Base product.
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 our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
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Enable the ability to create tawk tickets from zapier
I would like to create tickets in tawk when I receive an email in an another mailbox (using zapier or directly)
3 votesAdmintawk.to
(top bird!, tawk.to)
responded
Hi
Thank you for choosing tawk.to and for sharing your ideas with us.
We don't have a feature enabling the creation of tawk tickets via Zapier. Our Zapier integrations have features similar to those available in our webhooks.
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!
- Don't see your idea?