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  1. Enable queue

    Hello,
    A queue could be nice, because if you have many people on the livechat, and only are one agent online, then a queue could be good to have. For exempel, when 6 users write to me, at the same time, I can't answer them all at the time. So a queue system could be very good! Exempel: You are number 6 in the queue. Or your own custom message.

    995 votes
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    • chat transfer to another agent.

      Please give us the option to transfer the chat to another agent

      891 votes
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        planned  ·  39 comments  ·  Admin →
      • Offer more themes for the chat window

        The current embed widget doesn't work well for all website themes. It would be great if you offered several different styles of embed widgets or allowed full CSS customization.

        809 votes
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          Hi dear tawkers,

          It’s been a while since this has been visited but we have made several improvements to the widget styling but we know that you want A LOT more.
          No worries, this is still in the plans, we just need to develop a few other important features before we start tackling this.

          Will keep you updated!

        • Interactive (Co-Browsing) with visitor

          Imagine, trying to help someone 'learn' a process by demonstration (or by leading them) to pages. The chat already shows what page they're on. If that link could open a new window or modal, and you could say something like "Look at the upper right corner of your window" - the operator then clicks their screen which in turn 'highlights' (possibly with a heatmap style pulse on their page), at which point the admin continues "Here you'll type your login information and press the submit button" .. cutting edge opportunity here for tawk.to for interaction. ;)

          603 votes
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          • Allow integration with Google Analytics

            It would be great if there was a way to optionally bind Google Analytics events to opening the live chat button, and ideally leaving an offline message as well. We like to track as many site interactions as we can, but not sure how I can bind any events to button clicks as there's an iframe container, so it would have to fire on your end.

            395 votes
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            • Make a survey

              At the end of chat, make a survey automatically appear rating conversation, this and that.

              380 votes
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                Hi Koby,

                Thank you for the idea.
                There are thumbs up and down buttons in each chat conversation where a Visitor can rate the conversation.

                Is there some additional functionality you would like to see after Visitor ends the chat?

              • To export all your user data and chat history into csv files

                Would be really useful to have all your data exported on csv or spreadsheet files, for instance your user data information name, email because you can contact them later with email marketing campaigns. And your history to check usual behaviors on your customers

                367 votes
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                  Hi there dear tawkers,

                  Just a little update and a confusion clear up.
                  We will be working on conversation export but not user data export (such as e-mail) as Visitors have not agreed for this data to be used for marketing purposes.

                • Desktop Notification configuration

                  Desktop notification should be configurable.
                  1>Length of time on screen should be adjustable.
                  2>Option to keep on screen until answered.
                  3>Re-notify agent when chat resumes from existing visitor instead of only once per session.
                  4>Re-notify of continuing chat when agent has multiple chats going.

                  Remember we all have other things (jobs) to do beside staring at the Tawk Dashboard.

                  365 votes
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                  • Screen capture

                    What about screen capturing the visitors screen when for example the visitor has some problems with the website, the user clicks on a button and it will take a screenshot from the current page only and send it to the agent.

                    359 votes
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                      Hi there Jer,

                      Thank you for the idea.
                      We are looking into this option but can’t promise that it will be available any time soon.

                      Will keep everyone posted once we know for sure!

                    • autoamted emails

                      Change the text in the automated emails so you can create a text which fits exactly to your company. That means:

                      ##- Please type your reply above this line -##
                      Hi ___
                      Your message has been received and is currently being reviewed by our team.
                      For your reference, this ticket id is #___.

                      It would be better If you could decide by yourself what text you are using

                      351 votes
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                      • Make it possible to add custom hours in Scheduler. Or add more pre-made ones.

                        That would be great for lunch times. We keep our support closed half an hour a day. And I'm betting we will forget to turn the chat off.

                        Like 11:00-12:00 or 11:30 - 12:00. Just some options :)

                        Would be great!

                        337 votes
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                        • Create a Zappier App

                          Simply put, Zapier lets you easily connect the web apps you use, making it easy to automate tedious tasks. --

                          I use it for simple things, like Retweeting a company post to various locations as me, or another twitter user.

                          We (users of tawk) could use it to do things such as:
                          Create MailChimp Subscriber from Tawk
                          Create Zoho, SugarCRM or Salesforce CRM Lead from Tawk Transcript
                          Create Tweet from each new chat session (such as "We're helping Someone right now. #NeedAssistance - #JustTawk http://shor.url/forsupport"

                          Zappier works off hooks and API's, which you guys know better than us :)…

                          315 votes
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                            started  ·  29 comments  ·  Admin →
                          • Option to only allow agents to join as their self.

                            Say Joe is an admin/developer. Everyone knows Joe is the developer.
                            We hire "Bob" to answer live chats.
                            At any time the user "Bob" can join a conversation as "Joe" and could possibly do malicious things, then "Bob" can delete that history.
                            TL;DR:
                            1. Option to only allow agents to join as their alias.
                            2. Option to only allow admins to remove history.

                            307 votes
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                            • Multiple languages to choose for chatting

                              allow users to select different language for chatting

                              301 votes
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                              • Agent review after chat

                                Here is what I am thinking. You can make a prechat form, and when the chat is complete, or the agent closes it, it will message the user please rate our agent, or whatever the client sets the prechat form to.

                                They should be attached to each agent, and each agent should have a page on the dashboard with their reviews.

                                292 votes
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                                • Analytics should let us see visitors by country

                                  Instead of just seeing visitors quantity, we would see them also by language or country.
                                  -Russian 123 visits
                                  -English
                                  -Spanish
                                  -Portuguese
                                  etc.

                                  290 votes
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                                    Hi there,

                                    Thank you for the feedback! This is a really good idea!

                                    Could you please expand and add other ideas for what sort of statistics you would like to see?
                                    Currently this is what we have planned but there should be more:
                                    - Filter chats by country from which a visitor has started the chat
                                    - Filter widget usage by website language (if multi language is available on the website)

                                    Oh, btw we launched Reporting last week. go to your dashboard and check it out!

                                  • Extraction of customer name for shortcuts: example: Hello %visitor.name%, My name is.....

                                    it would be useful to have a the ability to create a Greeting/Hello shortcut with a feature such as %visitor.name% so end users receive a more personalised experience... it might also be useful to enable tawk.to attendees to include %agent.name% which would automatically extract the attendees name and add it to the personalised message

                                    282 votes
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                                    • Shortcuts placeholders

                                      It would be great to have placeholders, like %agentname%, %agentalias%, %departement%...

                                      This will make us able to make such things, with just /hi shortcut:

                                      "Hi, I'm %agentname%, from %department%, how can I help you today?"

                                      Also, hovering theses placeholders would show additionals informations, such as profile for agentname, or description for department...

                                      254 votes
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                                      • Hide the visitors's IP to agents

                                        Ability to hide the visitors's IP to agents

                                        251 votes
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                                        • Provide an option to change the Client Notification Sound

                                          Provide an option to change the Client Notification Sound when the agent reply's. currently it have a sound just like a keyboard sound . it may not be audible to the clients. so it is better to change the client notification sound to a good tone. eg: facebook notification tone, hike notification tone,etc

                                          234 votes
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