Since AI Assist heavily relies on shortcuts, I think it’s important to add more Action options. One essential action is “End chat session.”
Advantages of this action:
Apollo can ask, “Can I help with anything else?” and if the person says “no, thanks,” it ends the conversation. If configured, it shows the evaluation, allowing the automated service to be rated.
Ending the session triggers the “End chat” webhook, enabling statistical control, real-time integration with CRM, and other possibilities.
By design, tawk.to does not have a function that allows agents to end chats.
Imagine if the customer is in the middle of typing a message, and the agent accidentally (or even knowingly) closes the chat. That would be a rather terrible experience, wouldn’t it?
That’s why our platform does not allow agents to end chats; only customers can.
If a visitor crosses a boundary, however, agents can ban them.
That’s a good point, but agents can leave the chat. As an agent, I’ve accidentally closed the chat several times myself. It’s not a good experience either.
BTW, I think a function like “End chat session” in the Agent’s interface shouldn’t be something that can be triggered accidentally, just like closing the chat window. Furthermore, allowing agents to end the session is a common feature that enhances agent productivity and service quality. In similar tools, it’s always associated with chat ratings (w/ feedback text area) and average attendance time.
