Chats should remain chats until the customer is fully captured

Community Discussion Feature Requests
1

Hi Tawk.to Team,

I’d suggest making the Chat → Ticket workflow more flexible.

If a customer hasn’t provided their email yet, agents should still be able to continue the chat and return to it later. Currently, being prompted to create a ticket creates a dead end because the ticket requires an email the customer hasn’t provided.

This puts both the agent and customer in a frustrating position the customer is waiting, while the agent is unable to respond.

Chats should remain open until the customer’s details are captured and the agent is ready to convert the conversation into a ticket.

This would make the support experience much smoother for everyone.

2

Thanks for sharing the idea! I understand how this could make the workflow smoother for both agents and customers.

At the moment, this is how the tawk.to chat workflow is designed. You can choose to collect the customer’s details before the chat using the Pre-Chat Form , or use the Lead Capture Form to gather their information during the conversation.

You can find more information here:

That said, I appreciate your feedback on making the Chat → Ticket workflow more flexible. I’ll pass this suggestion along to our team for consideration.