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  1. Agent, department routing

    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…

    85 votes
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      20 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
    • Add a public facing knowledge base

      It would be great to integrate a public knowledge base like the one you guys have: https://www.tawk.to/knowledgebase/ So that customers can search for their own answrs first or when chat is offline. This will minimize the amount of chatting and ticket submissions for simple questions.

      Hosting that on a white label space like support.yourdomain.com via CNAME records would be best so that the user never feels like they've left your site.

      Custom headers/footers and navigation would help with the experience.

      Best part of all of this is that you tackle almost all of the support needs in one place: chat,…

      84 votes
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        22 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
      • OpenCart extension - multistore/multilanguage

        OpenCart allows use of multiple languages within a single install. Essentially, they allow multilingual stores.

        OpenCart also allows multiple stores running on a single install/instance. It is a multistore software.

        So the talk.to OpenCart extension setting page should allow:
        1. Mapping of each OpenCart store to a talk.to site
        2. Mapping of each installed language for each OpenCart store to a talk.to widget within that OpenCart store.

        Store 1
        ----Choose talk.to site ----
        ----English
        --------Choose widget--------
        ----German
        --------Choose widget--------
        ----French
        --------Choose widget--------
        Store 2
        ----Choose talk.to site ----
        ----English
        --------Choose widget--------
        ----German
        --------Choose widget--------
        ----French
        --------Choose widget--------

        In terms of…

        82 votes
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          1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

          Hi Gumanjee,

          Thank you for your feedback. We are currently working on updating all of our integrations and this is a feature will be included after the update.

          Hope this helps!

        • Triggers for Offline Form, when no agents are online

          It would be awesome to be able to setup triggers for when live chat is not available, and the offline form is active.

          I'd like to be able to setup *at the least* one site wide trigger after X seconds.

          Otherwise it would be great to have the ability for triggers based on the url, so we can make the message fit for purpose :)

          81 votes
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            23 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
          • Time zone settings

            Need to have ability to change the time zone in the application
            currently showing GMT+0

            81 votes
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              10 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
            • Allow us to put social media links with a Facebook, Instagram, Twitter icon etc

              make it so we can put our facebook,instagram,twitter etc on the chat on the bottom directly so when they click it they can follow us! this would be great :D please get this feature ASAP!

              75 votes
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                under review  ·  13 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
              • Adding 2 factor Auth.

                I suggest that you add 2FA in order to keep accounts secure.

                I personally my self get targeted a bit. 2FA would make it almost impossible to hack my account.

                73 votes
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                  under review  ·  10 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                • REST api + webhooks

                  Simple send/receive API for integration with services other than your web client. This is a feature I'm willing to pay for as a user.

                  67 votes
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                    4 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                  • Turn chat online/offline manually despite other agents status and Scheduler hours

                    My boss is often in the office later the rest of us and would like to be able to answer chats past our "closing time" which I previously used the scheduler to turn offline at. I understand that if all users are logged out, the widget will turn offline, however many of my colleagues leave their browsers open overnight for convenience from day to day and forget to log out. It would be very helpful if there were an option for Chat Admins to change the online/offline status of the widget manually.

                    66 votes
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                      10 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                    • Please add a signature feature that we can set for all out-going tickets

                      Please add a signature feature that we can set for all out-going tickets. Retyping an email signature for every ticket can become redundant and time consuming.

                      66 votes
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                        13 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                      • Ticket portal for customers

                        A web portal where customers can view the ticket history, add message to own tickets, raise ticket and so on...

                        64 votes
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                          under review  ·  8 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                        • Have on mobile pop up with a trigger-message

                          when the trigger start, the trigger sentence have to pop up with a little screen just for the size of one sentence,, the visitor have to see it imidiatly and not just the little nomber "1" at the head of the icon
                          In all chats services uts work that way

                          63 votes
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                            17 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

                            Hi!
                            On mobile we can’t change this behaviour at this time.
                            Since the chat is full-screen, it would be bad user experience to interrupt visitor from viewing your website.
                            On PC browser trigger will open a chat to show trigger message to a visitor.

                          • Make a App for Linux

                            Make a App for Linux

                            61 votes
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                              under review  ·  1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                            • Agent Spell Checker - Partner with Grammarly

                              A welcome feature would be a spell checker on the desktop version. A great company like Grammarly will be a perfect choice to partner with.

                              60 votes
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                                under review  ·  2 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                              • Allow to build ChatBots with Backend Integration

                                We would like to use Tawk.to also to create chat bots to answer FAQ but also integrate with back end systems to check i.e. availabilty, rates and such.

                                59 votes
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                                  10 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                • Survey after a chat, Post Chat Form

                                  After a chat has finished ask the customer to complete a short survey.

                                  57 votes
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                                    7 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Add a cc feature in the ticket for incoming and outcoming mail

                                    It is very important to add a cc feature in the ticket system, because If incoming email (that open new ticket) was send also to other email address in cc, I nees to know who they are and also I need to reply to all when reply to ticket.
                                    My request is really urgent! ;-)
                                    Thanks for your works!

                                    57 votes
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                                      7 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Allow visitors on the site to chat with each other, make group chat with agent

                                      I am loving the tawk.to livechat feature and would really love to extend that level of quality to my users on my marketplace platform. Having Tawk.to to allow both buyers and sellers to communicate with each other would definitely be something which can be game-changing instead of just the current system of Web Admin with general users.

                                      53 votes
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                                        12 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                      • ability to login with offline / invisible status

                                        I want to request a setting per agent to login with offline or invisible status.
                                        eg. so when you login to dashboard, you are not automatically 'online', this would allow an agent to review existing tickets/chats etc before going 'online'

                                        Particularly useful when using the 'Hide widget when offline' setting.
                                        So you don't have to manually set to 'invisible'.
                                        During to timeframe between the agent logging in, and setting status to 'invisible' the widget is visible on the website.
                                        Which is what I want to eliminate.

                                        49 votes
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                                          4 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Closing chat message annoying

                                          When a customer ends the chat there is a message saying that do you want to end the chat is annoying. Once customer click end chat, it means he or she want to end, still asking them is really annoying them. Please remove it.

                                          48 votes
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                                            6 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

                                            We are currently working on a complete rewrite to the way we handle visitor sessions, which will allow us to remove the need for visitors to “End a session”.

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