for example i have two department one is for sales and another is for support. when user click on support radio button and team is not available to answer then a message will show and same as it for sales2 votes
I see, thank you for explaining.
We have request for making triggers based on selected department:
I will put link to your idea, cause they are connected to each other.
Thank you for your request!
It could be great to assign an agent depending of the visitor's country of origin. Very useful for companies that have different policies/features/services in each country.
Thank you :) !3 votes
if nobody is online within a department remove it from the drop down options. also only notify the users of the selected department of a new chat.3 votes
Active change logs and notifications before updates are rolled out to production4 votes
Basically ability to export data year by year or month by month data on these two fields1 vote
Thank you for the request!
Yes, at the moment it is available as a separately downloaded tables: user satisfaction and chat volume.
have the ability to extract api usage statistics for more accuracy and comfort or add more filter option
We need agent usage statistics but currently the export tool proposed on the dashboard offers very little aggregation option requiring us to have long operations.
Currently, to have operator statistics on the same file I have to export the data as many times as there is operator.
Or give the possibility to retrieve all data at once by solution (over a limited period can be)
But recover the data you already offer by API would be must have.
Thank you, have a good day and happy new year !1 vote
Add a supervisor option
I think it would be a great option to add another level of authority.
The features should include;
- Supervisors can choose if agents can see eachothers chats
- See who is online
- Create reports
- Give admin different authorities, i.e. ability to see chats, whisper to agents etc.3 votes
Thank you for the request.
You request contains several ideas, would be good to split them, so people could upvote each idea and we could see which is becoming popular and after implementation notify about it, cause they won’t be done in a single step.
We already have some of them:
- Login Tracking:
- A lot combined in one request for agent permissions:
Whisper in visitor chat could be seen, or you mean seeing agent-to-agent chats (Direct messages)? If yes, then here is such request:
Add the ability so like the system can give the visitor a different code each chat, so they can use that to verify themselves elsewhere.
Thank you!7 votes
I would like to be able to see specific chat history based on their category. At the moment, there are "Negative" , "Neutral" and "Positive" and each of these shows the total received each day.
What I want is this, let's assume that I have 3 Negative feedbacks on 22nd Dec, is it possible that for me to click on that "3" and it will show me the chat history that has those negative feedbacks.
I believe this will save time of going through all search histories.1 vote
It would be good to have the ability to exclude chats from the missed chat report if it was immediately closed by the visitor. We often have "missed chats" where the visitor left within seconds of starting the chat and we had no opportunity to answer it. Perhaps these could fall into a new category of "aborted chats"?.3 votes
I would like to have a report to know the hours of the day that the chat is inactive or perhaps the hours that an agent is online in a day1 vote
Thank you for your request!
You can also upvote/subscribe to a quite popular request for report on agent logins, to see who was online on specified hours: https://tawk.uservoice.com/forums/228427/suggestions/19152949
I would love to see automatically saved IP addresses in a rapport. Some B2B visitors have an IP-address bounded to there company.
With that information, we have more potential leads. Now I need to manually save the IP-address and company name. When there is a monthly rapport of visitors and there IP-addresses I would be even more happy with tawk.io!
I hope this will be available in the future.15 votes
In the internal messaging group created, we want to be able to see all content without having to scroll to have the rest of the content load, this be able to scan for key words within the group content to eliminate the need to use alternative websites for this like SLACK.COM
(your client)1 vote
Since a separate asset could be created to handle localization (multi-language support) shouldn’t the departments be under the assets instead of global settings?1 vote
Since a separate asset could be created to handle localization (multi-language support) shouldn’t the triggers be under the assets instead of global settings?8 votes
Implementem um sistema de formatação de texto para os chats, incluindo negrito, etc... Também que implementem um sistema de auto respostas, com perguntas pré definidas e as respostas também1 vote
Thank you for suggestion!
Idea would be better to be in English, so more people would be able to find it and upvote the idea.
For the second idea – we have shortcuts feature (prepared responsed, canned responses) which you can use to reply on common questions.
When a chat agent initiates a chat, the user shouldn't have to put in the required fields. They should just see the message.
Required Fields are great for when a user initiates a chat. But the required fields shouldn't be applicable when the Chat Agent tries to reach out to a user3 votes
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