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  1. 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.

    40 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.

      38 votes
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        6 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
      • Delayed widget launch

        Delay widget for X seconds before it appears on the site.

        There are so much info to be shown on sites these days. Like cookie disclaimers. There fore I would like to see a function to be added to delay the widget from appearing on the site.

        38 votes
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          4 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
        • Request the input Visitor Phone number

          Please add phone number of the visitor at the right panel of agents chat screen (Visitor details) like this http://prnt.sc/f33gxh

          38 votes
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            2 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
          • Admin Feature to Change Status of Other Admins/Agents

            Allow admins to change the status of other admins/agents.

            Preferably it would have the same options as if you were changing it for yourself (both the 'Online', 'Away' and 'Invisible' options and the 'Accept chats from' toggles), but changeable for other admins/agents.
            An option on the Manage Agents page to 'Allow admin status change' would also be useful.

            We've had users start livechats countless times when none of our admins/agents were online and one of them forgot to change their status. The user would expect for someone to join as it says 'Online'.
            This can be quite damaging to a…

            37 votes
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              under review  ·  4 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
            • Add Internal ticket feature

              It would be great if we can issue a ticket to internal departments, not to clients
              Ex, support agent receive the enquiry and issue the ticket to Account department, not to the client. Account team can reply to them.

              36 votes
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                2 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

                Hi Takiko,

                This is a good idea.

                Here is a temporary workaround.
                What you can do is, in the “Recipient Email” field put the person you want to assign the ticket to and then from the “Assign to” dropdown pick which agent or department you want the ticket to be assigned to.

                Hope this helps for now.

              • Triggers for Offline Form

                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 :)

                36 votes
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                  21 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                • Reporting section

                  It would be great if we could download a weekly or a monthly statistics report of the chat usage.

                  34 votes
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                    3 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                  • triggers Languages

                    Please make triggers Multilingual

                    31 votes
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                      4 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                    • Parse Image URLs into previews

                      Requesting that image URLs are parsed into previews for both customer chats and chats between agents.

                      Example : https://i.imgur.com/cYwFTV3.png

                      30 votes
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                        0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                      • Allow admins to control agent alias: position, name

                        It would be great if admins will be able to control/change the current aliases

                        At this point we have overall of 30+ agents answering our customers, our Quality Assurance personnel have zero idea what Position Title is being displayed to customers by each Agent.

                        There-fore, we have to check and assure through separate communication that every new and current Agent has the requested Position Title assigned for their Alias.

                        I think it's going to be very useful if admins will have the access to overall list of aliases each Agent is using, to view & modify their Position Titles.

                        30 votes
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                          5 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                        • Add REST api for creating and managing tickets

                          Add a REST api for creating and managing (close, change status etc) tickets. This would allow people to use Tawk as a full on ticketing system and make it a great product.

                          29 votes
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                            1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                          • Custom visitor properties

                            It would be great to have possibility to set custom visitor properties over JavaScript API, such as visitor.channel or visitor notes update.

                            29 votes
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                              under review  ·  2 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                            • Accelerated mobile Pages

                              Tawkto for AMP (Accelerated mobile Pages)

                              29 votes
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                                2 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                              • Google Single Sign On for agents

                                Would be good to allow agents to sign on using their Google account. We use Google Apps/G Suite for our main employee directory, and we like to have all other systems that we use employ the Google SSO option, so that employees/agents have one less login to remember. This also makes things more secure for when someone leaves the company.

                                27 votes
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                                  0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                • Mass close messages/tickets

                                  Mass close tickets and messages in the "Messaging" tab, we have over 600 open ones and it's almost impossible to go to every one and close it.

                                  26 votes
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                                    4 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Automatically Send Chat Transcript

                                    We use the Tawk on our website and on webpages customers can view quotes, We would like to be able to automatically save the transcripts and if possible send them over a webhook with the customers email (inputted when starting the chat) so we can integrate it into our CRM.

                                    25 votes
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                                      0 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Export contacts

                                      We need export data of customer and fields add to list

                                      24 votes
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                                        10 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Bad word filter or at least have them turn into *****

                                        A bad word Filter option would really benefit this chat system, allowing me to ban certain words or at least have them turn into ***** these?

                                        24 votes
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                                          1 comment  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                        • CNAME Masking of the Tawk.to URL

                                          We use tawk.to as a pop-out chat.

                                          Because of this the tawk.to url is displayed.

                                          I think it would be a good idea to be able to mask the tawk.to URL with CNAME.

                                          So then the URL would could be 'livechat.example.com'.

                                          This shouldn't affect tawk in getting your name out of there as like with the chat being at the bottom of the page, your logo would be in the bottom right corner still :).

                                          Cheers,
                                          Nick.

                                          24 votes
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                                            under review  ·  2 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
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