JPW

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  1. 160 votes
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    23 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    JPW commented  · 

    +1 As an aside, Tawk, at some point you start giving the distinct impression the company is either inept, or simply doesn't care. I say that here because this multiple-upvote request (adjusting timezone for notifications) ought to be an hour (at most) of a developer's time... more like 10-15 minutes if the application is competently designed. We started the process of hiring your agents but had to put that on hold due to several of these trivially-easy but important things Tawk has ignored for YEARS like this one. (The other thread on this topic has nearly SIX HUNDRED upvotes you have ignored)

  2. 956 votes
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    under review  ·  90 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    JPW commented  · 

    This is the WORST aspect of Tawk, and is one of 3 major shortcomings that may prevent us from rolling it out. It's just such a bad design decision to allow a single agent who forgets to sign out to make your ENTIRE website to set the expectation to visitors that an agent is online. The "Chat Rescuer" mentioned by admin (below) is NOT an adequate solution... a) the expectation someone is online has been set, b) the ONLY response the chat rescuer can offer is TEXT it does NOT allow switching to the contact us form.

  3. 46 votes
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    under review  ·  6 comments  ·  Feedback » New features  ·  Flag idea as inappropriate…  ·  Admin →
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    JPW commented  · 

    Wow. How can this STILL not be implemented after so many years and FORTY votes? Does Tawk really not understand only terrible software lets a single support agent's failure to log out create a bad experience for every single website visitor during times when no one is ACTUALLY online?

  4. 27 votes
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    14 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    Hi!
    Thank you for the suggestion.

    Web-dashboard will show agent as not online after some time.
    Only session on our mobile apps (Android and iOS) will keep widget always in Online state.

    To make widget be in Offline you can change your status on mobile to “Invisible”, log out or end mobile session from other device (in web: Profile – Browser & App sessions).

    Also you can use the “Scheduler” feature to auto turn the widget online/offline during certain hours.

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    JPW commented  · 

    It is SO troubling that after so many requests over many years and DOZENS of votes Tawk has chosen to dig its heels in, and refuse this *obviously needed* feature, letting Tawk customers look unresponsive when a single agent forgets to log out.
    --
    re Tawk response: a) "some time"? really? how is "some time" helpful? Minutes? Hours? Days? b) in my tests if I walk away from my computer for an HOUR and am the only agent whose status is "online" our website STILL says an agent is available. and c) OF COURSE you can "set" your status to invisible... EVERYONE here knows that... the ISSUE is if one agent FORGETS to. After 30+ years in silicon valley working with top engineering teams, this sort of "it's your fault if you forget to log out" is completely unacceptable. Imagine a BANK app that for example did not time-out after inactivity, that would be stupid so no bank does that.

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