Hi everyone I am new user I need suggestion. I’d like to know whether it’s possible to set the chat to automatically route customers to staff members. For example, if there are 10 staff members, the first customer would be automatically assigned to one of the 10 staff members.
Also, if a customer becomes inactive or stops replying in the chat, where can the staff member close the chat from their side?
Hi @Arty ,
Welcome and thank you for reaching out.
At the moment, we do not have a round-robin system where incoming chats are automatically routed or assigned to available agents. Incoming chats would need to be manually picked up by your agents or staff members.
As for closing inactive chats, agents can close the chat from their side by clicking the “X” button within the chat conversation.
Please let us know if you have any other questions. We’ll be happy to help.
Thanks for advise, So may I know this Tawk.to has canned response function? if have how to set up thank you.
You’re most welcome! Yes, tawk.to offers a shortcut feature for canned responses or pre-written message templates, allowing you to respond more efficiently to chats and tickets.
You can learn more about creating and managing shortcuts in this article: Help Center | tawk.to | Creating and managing shortcuts