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  1. Automatically change status to away when inactive

    if i am in the admin panel, and i am online. but i walk away from my desk i would like my status to auto change to offline or away when there is no activity for 30 minutes ( or a set amount of time )

    855 votes
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      80 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

      Hi Paul,

      Thank you for your feedback.

      On the web, we can only detect mouse or keyboard movements when a person is using the web browser. But if that same person is not using the web browser, he can be using other software but but still be at the computer (online), meaning he is just waiting for another incoming message and not using the web browser.

      So, We cannot detect the difference and if we implement an automatic away functionality, it would be inaccurate. That’s not what we are about.

      Hope this answers your question.

    • 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

      833 votes
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        started  ·  108 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
      • Rate agent on chat end

        Review agent pages that appear when a chat is ended have more chance of collecting the users ratings than the in-chat thumbs.

        Maybe include stars, single and message input fields.

        748 votes
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          under review  ·  64 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
        • Filter out own people (by IP or name) from monitoring

          We have a lot of people in our company that use the website while building new features. I see all of these on the monitoring board which is noise when I want to see the real visitors.

          I'd like to filter them out.

          I'd suggest to filter them out either
          - by using the IP address (which is proably the easiest)
          or
          - by name (everyone needs to enter a name and then I add them to a group 'own people' and then they are filtered out)

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

            Hi!

            Thank you for the suggestion.

            Currently the only way is to ban by IP, but in this case the widget won’t appear for that user as well.
            To ban by IP, please go to Admin – Ban List – click Ban IP button.

          • Multiple languages to choose for chatting

            allow users to select different language for chatting

            338 votes
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              under review  ·  35 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
            • "Seen" function

              It will be great to have that function "Seen" like in Facebook, that agents can see or clients read their message

              330 votes
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                10 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
              • Mobile and Desktop widget independent positioning

                It was nice if it were possible for example to have the chat widget in the bottom on the desktop, and for example on the right side on the mobile

                324 votes
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                  under review  ·  81 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                • Agent Login Tracking

                  It would be nice to see agent login activity. So we can see when agents are logged in and active. The current reporting feature just shows chat volume. If there are no chats, we still want to be able to track what users were logged in. Thanks!

                  310 votes
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                    63 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                  • Artificial Intelligence Bot

                    Have the ability to have Tawk ask questions (what would you like to do, talk to sales or support) and automatically route those people to the right departments or people. This will keep your salespeople selling and your support people helping without wasting time to transfer them to the right people.

                    287 votes
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                      under review  ·  22 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                    • Ask customer for email / name while chatting. Pre-chat form in chat

                      It would be nice to have a input box drop into the chat window, as the chatting is going, asking for the users name / mail, and it would fill out the name and email in the dashboard. it could be an option under pre-chat form called "while-in-chat form" or something like that :)

                      243 votes
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                        under review  ·  28 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                      • Emails language should be customizable

                        Ticket reply emails are in english, not in locale language. For example:-
                        ##- Please type your reply above this line -##

                        This is confusing to non-english speakers.

                        223 votes
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                          29 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                        • Visitor history

                          To be able to view the history of all visitors. Not all visitors open a chat, so if one can determine which pages were visited by visitors that did not chat, then one can also determine the popularity of individual products and pages with more data.

                          211 votes
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                            47 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

                            Hi there dear tawkers,

                            Although this is a good idea, we are not currently planning on expanding the analytics because there are other tools that are made specifically for tracking visitors in this way ex. Google Analytics.

                          • Agent permissions

                            Add permissions so that agent couldnt ban / ignore the user. And that the "Admins" could sellect the permissions for them :)

                            Ideas from comments:
                            - Option to choose if Agent should get offline messages or not;
                            - Option for unbanning people by agents;
                            - Who can only see reports for a particular website;
                            - Who can and can't see the analytics;
                            - Who can whisper;
                            - Who can edit global shortcuts;
                            - Disable "+Add" property;
                            - Forbid users to rename/create aliases;
                            - Another agent shouldn't see other agent conversations;
                            - Select countries to which agent is restricted to answer…

                            190 votes
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                              51 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

                              Hi there dear tawker,

                              We are currently planning on developing granular permissions that will solve this problem.

                              Hope this will be solved in the near future.

                            • Edit messages

                              Add the ability to edit or delete messages that have been sent by the agent

                              184 votes
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                                18 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                              • The visitor can see the last chat record

                                Many visitors feedback, why can't I see my last chat history? Please improve the software to lock the visitor IP, visitors can see the last chat record when they open the software for the second time.

                                Conversation history could look like in next idea:
                                https://tawk.uservoice.com/forums/228427-feedback/suggestions/35792506-intercom-style-conversations

                                133 votes
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                                  19 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →

                                  Hi, thank you for the request, it’s is in our plan to create “never-ending” chat, so on visitor return it would open the same chat with all previous messages.

                                • Agents restrictions based on IP/Network/Country

                                  Other chat software are using it, NO matter you cost for it, business clients can pay for it.
                                  They can allow to attend chats for agents only from specific ip/network/country for better management and privacy.
                                  As some time have to click the links given by their customer, then when agents click then they can know their location, may be USA company is hiring indian agents and disclose indian IP.
                                  Business clients like to show their agents are from origin country.

                                  This feature is available in other software, why not you introduce it and its very quick to develop as well.

                                  130 votes
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                                    12 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Add Auto Join Conversations.

                                    I have a company. And we are soo fast for support. But sometimes slow join conversations. This is so bored. Btw, we want auto join conversations for tawkto. Thank you for reading.

                                    Best regards!

                                    127 votes
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                                      9 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Ability to send a message to all online users

                                      Ability to send to the online users of the website, a mass-message.

                                      126 votes
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                                        under review  ·  6 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Dark Theme

                                        Hi everyone,

                                        My suggestion is the dark theme for the main panel, large companies like YouTube (Google), Twitter or Twitch accept this theme!

                                        This color is great because it does not force your eyesight.

                                        Vote em mim por um Tawk.to melhor #BR #TAWK.TO

                                        116 votes
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                                          10 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,…

                                          112 votes
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                                            23 comments  ·  New features  ·  Flag idea as inappropriate…  ·  Admin →
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