Patrick

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  1. 564 votes
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    75 comments  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Full Slack integration with tawk.to is currently unavailable.

    However, you can set up workflow automation through Zapier.

    For example, you can trigger a specific action in Slack when a chat ends, when a new chat starts, or when a new ticket is created.

    Read more and get started here: https://developer.tawk.to/zapier/.

    This suggestion has been submitted to our engineers and we 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!

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    Patrick commented  · 

    I think this was a good idea to not integrate with Slack since you so most of the chat functions Slack is capable of right in tawk. Commerce and analytics and attribution integration should be a higher priority!

  2. 224 votes
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    under review  ·  7 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Patrick commented  · 

    It would be nice to let them minimize the window without closing chat altogether. Will save time if they decide they want to chat.

  3. 939 votes
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    74 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

    Thank you for choosing tawk.to and for taking the time to write us your feedback and suggestions.

    Adding enhanced features for agent feedback is currently under review. Our engineers are looking into it and we will update you once this is 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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    Patrick commented  · 

    This is a very common feature in almost every ticketing and chat system out there

  4. 440 votes
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    61 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    The pre-chat form option will only come up when you select the Online and Offline Status under the Chat Widget Content.

    Alternatively, 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 are from 10 seconds to 1 hour.

    In this section, you can leave a message to your users saying that you are currently unavailable and requesting them to leave their details after.

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

    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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    Patrick commented  · 

    This is great. Is there any way to incorporate SMTP integration for our mail servers into this so the email can come from support@yourcompany.com vs [funiquieidentifier]@tickets.tawk.to?

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    Patrick commented  · 

    this is a good idea.

  5. 1 vote
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    0 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
    Patrick shared this idea  · 
  6. 32 votes
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    6 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    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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    Patrick commented  · 

    Having POP/SMTP integration to ensure that the email doesn't come from "via tawk.to" in the extended header would be great to make the solution seamless

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    Patrick commented  · 

    When a ticket is created by an agent, the user gets an email. That email should be from something like "support@yourdomain.com". The customer should have the option to reply to this email and have their response added to the ticket.

    Also, a new email to that address should open a ticket that agents can work on.

  7. 470 votes
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    78 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    You may try the following suggestions to identify/limit your agents under the ‘Monitoring’ section:

    To identify whether the visitor is your actual user or your agent, you can follow the steps below:

    1. Ask your agents to visit your website and initiate a test chat.
    2. Join the test chat.
    3. In the top right section of your active chat window, select the ‘Details’ section (tab).
    4. Rename the long auto-generated IP Address to your agent’s name. You can also add their email address.
    5. Save all settings.

    The next time your agent visits your website, their name will now appear under the ‘Monitoring’ section.

    You can ban the IP Addresses of all admin and agents. Once banned, the widget will be hidden and will not be visible in the monitoring section.

    Visit this…

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    Patrick commented  · 

    this is a good idea

  8. 8 votes
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    0 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
    Patrick shared this idea  · 
  9. 21 votes
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    3 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Patrick commented  · 

    clearly this feature would be most useful for a public facing knowledge base.

    Patrick shared this idea  · 
  10. 88 votes
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    under review  ·  8 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Patrick commented  · 

    This is a good idea so that customers can review their open tickets and follow up.

    Patrick supported this idea  · 
  11. 30 votes
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    7 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

    Hi there Matthias,

    We see that quite a few of you are asking for this feature and we would love to give it to you but the problem is that to get this information, our Widget has to be integrated with the specific platform which us used as the backbone for the website. We have a few now and will expand further.

    What is the platform that you use so we know for what to build the integration first?

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    Patrick commented  · 

    We'd be happy with a hidden, pre-populated field because our application does a find and replace on whatever we tell it to so we can populate the field ourselves. We just need the field hidden so it's not viewable to the user and something to write in. :-)

  12. 478 votes
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    70 comments  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →

    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!

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    Patrick commented  · 

    I think it would be even better if Tawk supported Google Tag Manager so then you could put whatever scripts you wanted on the site without having to make the Tawk staff implement all of them that are out there

  13. 3 votes
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    0 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
    Patrick shared this idea  · 
  14. 39 votes
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    under review  ·  3 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Patrick commented  · 

    Yes please. This will allow Tawk users to implement products as subdomains without using third party URLs. This will be particularly helpful when the front facing knowledge base comes out. support.yourcompany.com will go over much better than sending customers to a third party URL and risk never getting them back.

  15. 563 votes
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    35 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    Automation and agent allocation is currently on the development roadmap.

    Our engineers are working on it 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!

    Patrick shared this idea  · 
  16. 10 votes
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
    Patrick shared this idea  · 

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