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1,473 votesplanned · 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!
An error occurred while saving the comment An error occurred while saving the commentSnehal Mistry commented
There should be a way to set whether the incoming chats are automatically assigned to online agents if they are available to take chats. This will help reduce the response time.
Secondly, there should be an option to route a repeating visitor to the last agent he spoke to automatically. This will help the visitor avoid repeating his questions to the new support agent.
3 votesSnehal Mistry shared this idea ·
Suggest Tawk create a new setting for chat routing. Mean You can choose how chats are sent to your team. Either allow the first responder to6 votes
Currently Tawk implements "Ring-to-all" way when a new chat rings. In this method, new chat will ring to all agents available for chat until one of them will pick it up. This leads to chaos sometimes and also the customer has to wait till the chat is accepted manually.
Besides "Ring-to-all" assignment, there are other options for advanced chat routing like -
"Continue with same agent" - To ensure fast and accurate communication, Tawk should assign chats to agents who've had previous communication with same visitors.
"Random Assignment" auto chat assignment with max # of chat cap.
"Average Utilization" so that new chats will be assigned to the agent with lowest number of running chats to keep the same utilization of all available agents.