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Jason

← Customer Feedback for tawk.to

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13 results found

  1. Enable tickets created via email to use the "reply-to" address for ticket replies

    51 votes
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    8 comments  ·  Feedback » Improvements  ·  Admin →
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    under review  ·  Admintawk.to (top bird!, tawk.to) responded

    Hi there David,

    Yes, it won’t work as you are trying to use the ticketing system in a way that it’s not supposed to be used yet.
    We have had discussions that Visitors should be able to create tickets as well as Agents do but currently we only support Agents creating tickets.

    We’re thinking about this but are not sure when development on this will start, though.

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    Jason commented  · 

    Is there any update on this item?

    Jason supported this idea  · 

  2. Agent Login Tracking

    530 votes
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    129 comments  ·  Feedback » New features  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) responded

    To All Our Valued Users, Thank you for choosing tawk.to and for taking the time to provide us your feedback and suggestions. At the moment, we can monitor the agent's performance through User Satisfaction reporting. This can be achieved under the Sentiments feature in which the visitor can click the thumbs up and down icon to rate the chat conversation handled by the agent. To check the agent's statistics for User Satisfaction, do the following: 1. Select the Reporting section on the left sidebar 2. Click the filter icon 3. Select the agent 4. Option to download the report as CSV file. The report will show you how many Negative, Positive, or Neutral sentiments each agent receives from their chats. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

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    Jason commented  · 

    Agreed... There is no agent reporting available. At this stage even a time log that I could export would work

    Jason supported this idea  · 

  3. Chat Bot

    198 votes
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    12 comments  ·  Feedback » Improvements  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) responded

    To All Our Valued Users, Thank you for choosing tawk.to and for sharing your suggestion here. Currently, we don't offer an automation feature. Automation is a feature on our product roadmap. Our engineers are working on this feature and updates will be posted once it has been implemented. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

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    Jason commented  · 

    If you could extend the webhooks, Zapier or API send every inbound message, then we could connect it to a variety of chatbots.
    - chatId
    - time
    - Visitor
    - - Attributes (Name, Email, Phone, MemberID)
    - Property
    - - Attributes (Name, ID, Department)
    - Details
    - - Attributes (Message, MessageID, etc)

    Jason supported this idea  · 

  4. Assign Department(s) to specific landing pages

    62 votes
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    6 comments  ·  Feedback » New features  ·  Admin →
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    Admintawk.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 a feature for assigning Departments to specific landing pages. Here’s how the department function works in the tawk.to chat:

    1. Chats can be assigned to departments. All Agents, including those who are not assigned to a chat, 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, 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 feature…

    Jason supported this idea  · 

  5. Hide department if nobody is online within the department

    8 votes
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    0 comments  ·  Feedback » New features  ·  Admin →
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    Jason supported this idea  · 

  6. Set department using setAttributes()

    104 votes
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    18 comments  ·  Feedback » Improvements  ·  Admin →
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    Jason commented  · 

    We would like to do this also. This will really help us to ensure our customers are serviced by the best possible agents

    Jason supported this idea  · 

  7. Support for Google Tag Manager

    24 votes
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    3 comments  ·  Feedback » New features  ·  Admin →
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    Jason commented  · 

    This is the only thing missing for us to have full conversion tracking on all enquiries from our website.

    We need the ability to know when a customer sends a message and push that as an event through GTM to Google Analytics, Google Ads and also our marketing platform.

  8. Allow integration with Google Analytics

    505 votes
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    74 comments  ·  Feedback » Integrations  ·  Admin →
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    planned  ·  Admintawk.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 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 If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

  9. Limitation of one agent to join per chat

    60 votes
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    13 comments  ·  Feedback » New features  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) responded

    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. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

    Jason supported this idea  · 

  10. Chat assignment

    36 votes
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    1 comment  ·  Feedback » Windows app  ·  Admin →
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    Jason supported this idea  · 

  11. Enable queue

    1,473 votes
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    151 comments  ·  Feedback  ·  Admin →
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    planned  ·  Admintawk.to (top bird!, tawk.to) responded

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

    Jason supported this idea  · 

  12. Assigned Agent by Country of Origin

    43 votes
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    1 comment  ·  Feedback » New features  ·  Admin →
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    Jason supported this idea  · 

  13. Integration with whatsapp business.

    580 votes
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    67 comments  ·  Feedback » Integrations  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) responded

    To All Our Valued Users, Thank you for choosing tawk.to. We have taken note of your feedback and suggestions. Whatsapp Integration is currently in a review process and on our roadmap as a future feature release. We will update you once this new feature has been implemented. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!

    Jason supported this idea  · 

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