Admintawk.to (top bird!, tawk.to)

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  1. 366 votes
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    48 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    To All Our Valued Users,

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

    This feature has already been submitted to our engineers.

    Your request is 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 a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

    An error occurred while saving the comment
    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    This feature has already been submitted to our engineers.

    Your request is acknowledged and updates will be posted once the feature has been 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!

  2. 526 votes
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    17 comments  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →

    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 a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!

    An error occurred while saving the comment
    Admintawk.to (top bird!, tawk.to) commented  · 

    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 a link to my calendar: https://calendly.com/siennarubio/30min. I'd be happy to help!

  3. 592 votes
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    36 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!

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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

    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 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!

  4. 1 vote
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Philip,

    This is Sienna from tawk.to. Thank you for reaching out.

    To address your concern I'd suggest creating an Advanced Trigger message.

    A Trigger works by sending an automated message when specific pre-set conditions are met.

    Example: Your multiple-choice message is:
    Please choose a color.
    Option 1: Red
    Option 2: Blue

    If the user selected Option 1, the Trigger message will say
    ""Thank you for choosing Red. Red is a strong color. Please click this link for more info about Red: www.redcolor.com""

    The same goes for Option 2 but with a different message.

    Here are the steps to follow to create the Advance Trigger Message:

    1. Select Administration Section > Trigger > Add Trigger

    2. Select Trigger Type > Advanced

    3. Type the Trigger Name and Description

    4. Under CONDITION > When a visitor sends a chat message

    5. Under CHECK > All of the following conditions
    1. Message > Contains > (BASE ON THE EXAMPLE ABOVE, WRITE THE KEYWORD ""RED"") You have to input a keyword or any keyword that was stated on your multiple-choice option

    I have personally tested these settings and the Trigger message pops-up after I chose an answer from the multiple choices.

    I hope this addresses your concern. 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!

  5. 12 votes
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Shahar,

    Thank you for choosing tawk.to and for taking the time to share your ideas here.

    This feature has already been submitted to our engineers.

    Your request is acknowledged and updates will be posted once the feature has been implemented.

    Should 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!

  6. 1 vote
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    We have a Reporting section where you can view chat analytics such as: Chat Volume, Missed Chats, Average Chat Duration, User Satisfaction, and First Response Time.

    You can also view reporting on Tickets, covering areas such as Volume New Tickets, Solved Tickets, Ticket Source, Resolution Time, Tickets Reopened and First Response Time.

    You can do this by following the steps below:

    1. Click Reporting (Graph icon of the left sidebar bar, 5th icon from the top)

    2. Select the site or tawk.to page you want to view reporting for from the dropdown menu at the Top Left of the Reporting screen.

    A Google Adwords conversion tracking integration is now also available!

    Google Conversion tracking can access the correlation between ad clicks customer engagement with chat on 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!

  7. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    One suggestion to help identify users and non-users is to set-up a pre-chat form. You can request visitors input their email address and select the department they wish to speak with before they join the chat.

    Just be aware that enabling a Pre-Chat Form is likely to decrease the number of chats you receive.

    To learn more click here: https://help.tawk.to/article/using-the-pre-chat-form

    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!

  8. 1 vote
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Alejandro,

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

    Agent transfer is one of the new features that are currently in development. Our engineers are working on it and we will update you once this is implemented.

    In the meantime, I would suggest you create a Chat Rescuer Trigger Message.

    This trigger is used to auto-respond to messages if agents don't respond in time. You can set a delay message to activate from 10 seconds, and up to 1 hour.

    Example: If no agents responded to an incoming chat for about 20 seconds, the Chat Rescuer Trigger can be set to spring into action with a message like this - "Thanks for your patience. We are currently unavailable at the moment, please leave your name and email and we will get back to you ASAP."

    To know more 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 a link to my calendar - https://calendly.com/siennarubio/30min; I'd be happy to help!

  9. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    "Hi Alejandro!

    This is Sienna from tawk.to. Thank you for reaching out.

    I would recommend activating your Chat Rescuer.

    This trigger is used to auto-respond to messages if agents don't respond in time. You can create a message asking for their contact details. The trigger can be set anywhere between 10 seconds, and up to 1 hour.

    Example: If no agents responded to an incoming chat for about 20 seconds, the Chat Rescuer Trigger can be set to spring into action with a message like this - ""Thanks for your patience. We are currently unavailable at the moment, please leave your name and email and we will get back to you ASAP.""

    To know more 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 a link to my calendar - https://calendly.com/siennarubio/30min; I'd be happy to help!"

  10. 1 vote
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Dan!

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

    I recommend activating the basic Chat Rescuer.

    This trigger is used as an auto-respond message if agents don't respond within a certain time. You can create a message asking visitors for their contact details. The trigger can be set to activate from 10 seconds, and up to 1 hour.

    Example: If no agents have responded to an incoming chat for about 20 seconds, the Chat Rescuer Trigger can be set to spring into action with a message like this - "Thanks for your patience. We are currently unavailable at the moment, please leave your name and email and we will get back to you ASAP."

    To know more 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 a link to my calendar - https://calendly.com/siennarubio/30min; I'd be happy to help!

  11. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    You can set-up a Trigger message with different delays.

    By default, your Welcome Trigger is set to 30 seconds delay. You have the option to change it to NO DELAY (message fires instantly) or up to 10 seconds to an hour delay.

    As soon as a visitor makes their way to your site, the Welcome notification will start counting down before firing. This means every visitor on your site will eventually receive the trigger as long as they stay on the site for the length of time set by the delay. Even if they move to a different page they will receive this notification.

    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!

  12. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Joseph,

    Google Adwords conversion tracking integration is now available!

    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!

  13. 1 vote
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

    This is Sienna from tawk.to. Thank you for reaching out.

    You can set-up a Trigger with a specific keyword such as Covid and Job.

    I have personally tested these advanced trigger settings and the trigger successfully fires.

    1. Select Administration Section > Trigger > Add Trigger

    2. Select Trigger Type > Advanced

    3. Type the Trigger Name and Description

    4. Under CONDITION > When a visitor requests a chat

    5. Under CHECK > All of the following conditions
    1. Message > Equals > Covid (THIS IS YOUR KEYWORD)

    6. Under ACTIONS > Send message to visitor

    7. Type the agent’s name

    8. Type your message
    ( YOUR VISITOR MUST SEND A MESSAGE WITH THE KEYWORD ""COVID"" FOR THE TRIGGER TO SEND)

    I hope this addresses your concern.

    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!

  14. 1 vote
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    1 comment  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    If you wish to forward your support email towards the tawk.to dashboard, you can set-up Mail Forwarding.

    Follow these steps:

    1. Admin >Overview. Copy your Ticket Forwarding Email.

    2. Setup a forwarder for your custom email (eg: support@yourdomain.com)

    3. Point it to the email found in the Ticket Forwarding Email field.

    4. Send yourself a test email, and confirm it arrives in the correct Inbox within the dashboard.

    You’re done! Now when someone sends an email to support@yourdomain.com it will arrive in the dashboard.

    More info: https://help.tawk.to/article/how-to-use-messaging-and-ticketing

    If you have the forwarding email for your CRM or ticketing system, you can specify that all chat transcripts and offline messages from tawk.to be emailed to your external CRM email.

    To change your Outgoing Email Settings go to Admin, click the "gear" icon at the left sidebar of the Dashboard. Then click Mail Notifications at the bottom left of the properties options. Send all offline messages and transcripts to your CRM/Ticketing email.

    More information about Email Notification settings: https://help.tawk.to/article/mail-notifications

    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!
    "

  15. 1 vote
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    1 comment  ·  Feedback » Add-ons  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    You can export contacts under the Messaging section.

    Here's the process of exporting the contacts:

    1. Go to Messaging
    2. Select the Property
    3. Click on Contacts under the Property
    4. Click the "download" icon on the top right side

    You will receive an email to download a .csv file containing the name and email address of all your contacts.

    Visit this link for more information: https://help.tawk.to/article/exporting-contacts

    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!

  16. 3 votes
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Simon,

    This is Sienna from tawk.to. Thank you for reaching out.

    At the moment we don't have a specific agent sound notifications.

    One suggestion is to create an 'agent alert' that can remind agents that all incoming chats will initially be answered by you. If you're unable to answer within X minutes then agents should engage the visitor.

    For more information visit: https://help.tawk.to/article/creating-and-managing-agent-alerts

    Another way to accomplish this is to set-up departments. This will require you to activate the Pre-Chat Form.

    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 to a department can see the incoming chats, but only those who are assigned to the department will receive a sound notification.

    ​2. It's important all agents can still access the chat should there be a requirement for the chat to be transferred from one department to another.

    3. ​WHEN departments are active, all agents not assigned to that department will only hear the notification sounds if there are no agents from that department currently online. 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.

    >Learn more about Departments: https://help.tawk.to/article/creating-and-managing-departments

    >More information about Pre-Chat Form:
    I hope these suggestions address your concerns.

    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!

  17. 3 votes
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi Pau,

    Thank you for choosing tawk.to and for taking the time to share your ideas here.

    At the moment, we don't have multiple language selector tabs that can be added to your Knowledge Base website.

    However, you can select the default language of your Knowledge Base with these steps:

    1. Select Knowledge Base > Configure

    2. Localization > Default Language > Select your preferred language

    You can also help us translate tawk.to by visiting the following links:

    1. Web dashboard here > https://crowdin.com/project/tawk/
    2. Android app here > https://crowdin.com/project/tawk-android
    3. iOS app here > https://crowdin.com/project/tawk-ios

    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!

  18. 1 vote
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    1 comment  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    We have changed the way the mobile widget behaves with reference to trigger messages. It now notifies the visitor there is an unread message in the same way it would for a text message on a mobile phone - a little red 1, or 2 appears on the widget. This feature was improved at the request of many users. Opening the widget full screen provided a poor user experience as the message would block the content on the website when it opened.

    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!

  19. 1 vote
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    2 comments  ·  Feedback » Integrations  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    Hi,

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

    At the moment we can't delete direct messages. Rest assured that our engineers are looking into that feature and we will update you as soon as it is implemented.

    Should 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!

  20. 3 votes
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    1 comment  ·  Feedback » Add-ons  ·  Flag idea as inappropriate…  ·  Admin →
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    Admintawk.to (top bird!, tawk.to) commented  · 

    "Hi,

    This is Sienna from tawk.to. Thank you for reaching out.

    The Pre-Chat Form is an optional way to gather more information from visitors before inviting them to enter the chat. You can request to submit their name, email, phone number, and other information you relating to their inquiry.

    Just be aware that enabling a Pre-Chat Form is likely to decrease the number of chats you receive.

    Follow these steps to set-up Pre-chat form:

    1. Select the property you would want to customize.
    2. Select administration. Select :gear: icon in the lower-left corner sidebar.
    3. Select CHAT WIDGET in the sidebar.
    4. In the WIDGET CONTENT section, select ""EDIT CONTENT""
    5. Select the Pre-Chat Form radio button, then click the “Switch” from off to on.
    6. Once you have clicked the On Switch you can add the fields you would like to have in the Pre-Chat Form.
    7. You can make any field required by clicking the little grey asterisks at the top right of the field.
    8. You can edit the text for each field by clicking the pencil icon above each field.

    https://help.tawk.to/article/using-the-pre-chat-form

    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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