Matt

My feedback

  1. 124 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    25 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    This is how the department function works for tawk.to chat.

    ​1. Chats can be assigned to departments, all AGENTS including those who are not assigned there can see the incoming chats, but only those who are assigned to the department will get a notification.

    ​2. This is so to allow easy chat take-over especially if the transfer is from one department to another.

    3. ​In departments, the 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 set-up to hide chats from other departments.

    If you…

    An error occurred while saving the comment
    Matt commented  · 
    An error occurred while saving the comment
    Matt commented  · 

    Automatically route chat session based on visitor location. In our scenario we have a sales team consisting of 6 employees each covering a certain territory of US States. It would be nice if a trigger could be created that will route the chat session to the appropriate agent (sales employee) based on the visitor's location. There are already conditions based on IP, hostname, city, or country, but region would be great too. Also, there's no feature as far as I know for auto routing.

    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.

    Matt supported this idea  · 
  2. 1,388 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    129 comments  ·  Feedback  ·  Flag idea as inappropriate…  ·  Admin →

    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!

    Matt supported this idea  · 

Feedback and Knowledge Base