Brendan
My feedback
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453 votes
Admintawk.to
(top bird!, tawk.to)
responded
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 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!
An error occurred while saving the comment Brendan
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10 votesBrendan
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1,472 votes
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!
An error occurred while saving the comment Brendan
commented
Hey Tawk team, any ETA on this please? :-)
An error occurred while saving the comment Brendan
commented
This would probably be resolved with the queue functionality that's currently being developed.
https://tawk.uservoice.com/forums/228427-feedback/suggestions/8632363-enable-queue
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3 votesBrendan
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160 votesBrendan
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79 votesAdmintawk.to
(top bird!, tawk.to)
responded
To All Our Valued Users, Thank you for choosing tawk.to and for sharing your challenge here. We currently don't have an option for chatting in Offline mode. Once the widget/agent status is set to Offline, you will not be able to send a chat even if you are in the middle of the conversation. To join the conversation, set your status to 'Online' or 'Away'. 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 our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
Brendan
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1 voteBrendan
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4 votesBrendan
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9 votesBrendan
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489 votes
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…
Brendan
supported this idea
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This applies to sites where the pre-chat form is enabled as well as triggers
Once the trigger fires the message should be visible to the user no matter what. Once the user views the message and tries to respond it should then show the pre-chat form.
Trigger messages should NOT be hidden behind pre-chat forms. This is awful UX. To see the message the user would need to complete the pre-chat form and many users will not do this just to see if the message is something they want to reply to.
I have tested this on a number of sites with high traffic and the leads plummet when the trigger message is hidden behind the pre-chat form.
The solution is to have the trigger messages always displayed and only once the user tries to reply should they then see the pre-chat form.
Please see the sense in this! :-)