I’d like to raise two important feature suggestions based on our experience using your live chat system:
1. Agent Ability to End Chats Manually
Currently, there is no option for agents to manually close a chat from their side. This can cause inactive or unresponsive chats to remain open unnecessarily, which negatively affects our team’s Average Handling Time (AHT) and overall workflow efficiency.
We propose a feature that allows agents to end a chat after sending predefined follow-up or confirmation messages (e.g., “We’ll close this chat now since we haven’t heard back from you”), especially after a period of customer inactivity.
2. More Accurate Missed Chat Classification
We’ve noticed that when a visitor opens a chat (often triggered by an automated greeting), and a team member promptly joins the chat but the visitor disconnects without saying anything, Tawk.to still logs this as a “missed chat.”
We suggest refining this logic so that if an agent joins a chat and is actively waiting for the visitor’s input, it should not be classified as “missed,” especially if no message was ever sent by the visitor.