Feature to see if customer has read agent's message or not

Community Discussion Feature Requests
1

It will be helpful for agents to see the read status of their message to users/customers. Currently, there is no option for an agent to see if the customer has seen the message or not.

2 Likes
2

Hey Vijay,

Welcome to the community and thanks for your suggestion!

Great idea. This has already been added to the list of potential future enhancements.

In the meantime, if you have any other questions, feedback, or suggestions, don’t hesitate to let us know.

Cheers,
Kristaps

3

Very useful suggestion you have shared here.

4

Hi Kristaps,

As I see this was added to potential future enhancements way back on Apr 2023. Can you update us all by when this basic feature will roll out?

Thanks

5

Hi @ronST,

This request currently has 11 votes, which puts it lower on the priority list compared to other major features in development, such as omnichannel. At this time, we don’t have an ETA for this feature, but if that changes, we’ll update the community.

Thanks,
Kristaps, and team tawk.to

1 Like
6

Good afternoon,

I used the chat function today to speak with Mitchell about changes I was trying to make to our website to make the user experience more seamless.
As admin I am able to have multiple areas open at once, e.g. the video chat function and the messaging area. However, the clients we are videoing with cannot have more than one open on one page and are having to switch windows to view the messages which is having an impact on the quality of calls we have with them. Is there something that can be done to enable multiple functions in one window for our clients?

7

Hi @Summie ,

Thanks for reaching out to us. Could you kindly share a screenshot or short video highlighting the comparison between the two? That would help us better understand the issue.

8

Screenshot - our dashboard view
Screenshot - our dashboard view739Ă—1600 95.1 KB

Doing another post as it can only accept one photo per post

9

Hi, yes please see the two screenshots below (one from our SignHealth dashboard, and the other one from the client’s perspective) - you can see the text message icon on our side, but not from the client’s side. Clients feedback to us that they prefer this one, rather than switching windows to see text message page.

Screenshot - clients view
Screenshot - clients view1915Ă—1028 62.6 KB

10

Hi @Summie ,

Thanks for sharing the screenshots — much appreciated.

Please note that the text message icon is available in the tawk.to mobile app because we have full control over how the interface is displayed there. When it comes to the browser version, the experience is slightly different, but our team is aware of this and may explore alternative ways to make managing chats more seamless in future updates.

We appreciate the feedback and will pass it along to our development team.

11

Hi,

Thank you. I am not referring to the difference between mobile and browser version.

I am talking about the “text message” icon on the client’s side when they make calls to us. They have to switch windows in order to type in text section to me. They prefer our view where we have the text message icon on our side. I hope I make sense? Thanks,

1 Like