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  1. 488 votes
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    44 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    Here are our Desktop notification options:
    -New Chat
    -Repeat
    -New Visitor
    -New Message
    -Agent Disconnect
    -New Agent Message

    To change your sound settings:

    • Go to the top right of the Dashboard (user icon)
    • then Manage Sounds.

    Helpful links:

    For Google Chrome Notification:
    https://support.google.com/chrome/answer/3220216?co=GENIE.Platform%3DDesktop&hl=en

    Enabling Desktop notifications
    https://help.tawk.to/article/enabling-desktop-notifications

    Managing sound settings and desktop notifications
    https://help.tawk.to/article/managing-sound-settings-and-desktop-notifications

    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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    Anonymous commented  · 

    - Also! , if a department is selected by the customer, can we please add this to the notification that pops up along with the customer's name. It would be vital for the agents to be able to tell which departments should be picking up.

    - Even better, if you could completely exclude chats from other departments from popping up notifications, that would be incredibly useful.

    - Then if an entire department is offline, re-direct them to the Leave a Message form automatically. Instead of hanging the visitor on waiting for a department that won't answer.

    An error occurred while saving the comment
    Anonymous commented  · 

    We miss so many chat requests because our agents either don't see the single desktop notification or the system doesn't remind us that a chat is waiting because the agent is busy with something else.

    Some better prompts would include;

    - Auto-Pop the Tawk Desktop App when a new chat is requested.

    - Flash the Tawk button orange (similar to skype) on the toolbar.

    - Re-send desktop notifications every 30 seconds until the chat is answered.

    Anonymous supported this idea  · 
  2. 494 votes
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    72 comments  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    We currently don’t have an integration with Google Analytics.

    We do, however, have our Google Adwords Tracking integration.

    Google Conversion tracking can help you see how effectively your ad clicks lead to valuable customer interaction with tawk.to.

    This article explains how to create a conversion action to track visitor engagement with the widget. You can find the sample code and tutorial here: https://docs.tawk.help/article/google-adwords-tracking

    Note: this code example tracks a new chat as a conversion. If you would like the conversion to occur on some other metric, please refer to our Javascript API: https://help.tawk.to/article/google-adwords-tracking

    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!

    Anonymous supported this idea  · 
  3. 56 votes
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    13 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi, Findus

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

    We currently do not have the option to send files directly to other agents or groups.

    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 nicola.mangulabnan@tawk.to

    Anonymous supported this idea  · 
  4. 88 votes
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    10 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    At the moment, we don’t have the option to re-order the sequence of the Departments listed in the Pre-Chat Form.

    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!

    Anonymous supported this idea  · 
  5. 1,437 votes
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    141 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

    We thank you and appreciate the patience and continued support over the years.

    As per our development team, we are waiting to roll out a huge update to the architecture of the software in order for this feature to release. As you can appreciate, unfortunately, things don’t always go to plan, and other product launches need to be prioritized for the sake of progress.

    Rest assured, this has already been raised and the update is currently in progress. 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 my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

    Anonymous supported this idea  · 
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    Anonymous commented  · 

    @Nick G. This. Very much this. It's frustrating when a customer wants to speak to a different department, but they are stuck with their original choice.

    Seemingly, the most obvious thing would be to make the Pre-Chat form mandatory every time a new chat is requested. ?

  6. 44 votes
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    5 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

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    Hi!

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

    We currently do not have an Offline form settings for Departments that are offline.

    The following suggested alternatives can be done to avoid such scenarios:

    1. You can create separate Properties instead of Departments. With Departments, if there are no agents currently online in the department assigned to a chat, the remaining agents will hear the ring notification. This prevents the chat from going unanswered.

    Instead of creating Departments, you can create separate Properties with the designated agents. The Offline form will be activated if no agents are online.

    2. If you still prefer to have Departments, inform your customer that an agent from another Department will get in touch to assist them. You can also raise a ticket while in the chat and assign it to that Department.

    Once the ticket is raised, a notification will be…

    Anonymous shared this idea  · 
  7. 323 votes
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    13 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

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    To All Our Valued Users,

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

    These are the answers to your questions/suggestions:

    1. Option to only allow agents to join as their alias.

    Answer: At the moment, all agents/admins can create their own aliases. They now have the option to answer chats using their real name or an alias.
    You can protect your identity by creating a new alias the customer sees when you respond to chats.

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

    2. Option to only allow admins to remove history.

    Answer: Agents don’t have the authority to delete chat history.

    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!

    Anonymous supported this idea  · 

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