Embedded Files
Set Up Aliases (Optional)
Navigate to your profile settings by clicking on your profile icon.
Select "Edit Profile," then "Aliases."
Add aliases with position titles and avatars to personalise your interactions.
2. Configure Sound and Notification Settings
Click on your profile icon in the lower-left corner of the dashboard.
Adjust your sound and notification preferences to ensure you're alerted to new chats, if you want to be.
Responding to Incoming Chats
When a visitor initiates a chat, volunteers will receive a notification.
In the dashboard, locate the incoming chat highlighted in pink.
Click on the chat to open it.
Click "Join" to start the conversation.
Utilising Chat Features
Use the text box to type your responses.
Access shortcuts by typing a forward slash (/) to insert predefined responses, or use the console.
Use the "Whisper" feature to communicate internally with team members during a chat without the visitor seeing the messages.
Whisper Function
The whisper function enables private communication between team members during a live chat with a customer, without the customer being aware:
In an active chat, click on the 'Whisper' tab.
Type your message; it will be visible only to your colleague, not to the customer.
This is particularly useful for providing assistance or sharing information discreetly during customer interactions.
Ticketing System
Tawk.to's ticketing system allows team members to manage and follow up on customer interactions and enquiries effectively:
Tickets can be assigned to specific team members or departments.
Set priorities and statuses such as open, pending, or closed.
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