Should have at least informed us that you were going to deactivate that option. For me, it was the last straw. I will stop using tawk.to I’ll stick with WhatsApp business until I find a more suitable option.
Are you sure the option to transfer to a human will not be available in the free plan anymore? where did you see that?
On the dashboard, the toggles are now greyed out even though they were activated before this option was changed. The chat transfer and escalation are no longer working on the free plan, which makes the Apollo agent useless.
How can we trust it if there is no escalation when it doesn’t find an answer?
It’s like not having a good agent to manage the chats and handle communications.
I know they have to profit but maybe limit the AI features in some other way like less data sources or less conversations or no smart reply etc would be a better choice than remove the escalation.
It would be nice if tawk.to offered a type of chat flow or a bot without artificial intelligence that could create programmed workflows through a no-code bot builder. Having the option to escalate conversations to agents for companies that don’t need artificial intelligence would be a good option, and as the company grows, they could decide whether to implement the AI bot
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That is outrageous! How can they remove a functionality that most of us are using without even notifying us? I would understand if they did this for new customers, but for existing customers, and without even letting us know???
I already told them over the chat this is completely unacceptable, and unless they roll back this change pretty soon they are losing a customer here. I say a customer because I was happy to pay the subscription as soon as the free features they offer were not enough for my website, but this has changed my mind completely, as I don´t trust companies that change their conditions like this.
Sorry tawk.to team, but if you are reading this, this is not the way to do things.
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Well, that is stipulated in the terms and conditions, that they can change any part of the service without prior notice. What is truly bad is that such a basic function is disabled because it makes the 100 AI tokens basically useless for free users.
We have already switched to another alternative to serve our users that includes the basic function of transferring to an operator. We are simply waiting to see how the new omnichannel function they are going to release works to decide if we will completely remove the code from our site. In the meantime, the tawk.to widget is no longer enabled on our sites
Let me know in a DM if you need the info of the new chat service we are using
Yes I am already looking for alternatives and I would be interested to know the name of that chat service (I’m sure many users reading this post will want to know as well). I´m not sure how to send a DM in this community, do you think you could mention the name of the other chat service here?
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While it is not a superior alternative, it offers some features that tawk.to lacks, although it also lacks others that tawk.to has. However, it includes the option to create non-intelligent bots and the ability to transfer to an operator.
The ticketing system works perfectly, unlike tawk.to. If you want the paid version, it’s priced the same, and in my opinion, it looks better aesthetically. Additionally, Lyro, their AI bot, is much more accurate and easier to use than the one from tawk.to, They also offer free multi-channel options for WhatsApp, Instagram, and Facebook, and they work well.
I mean it is not perfect to be honest, nor offers more features than tawk.to but for us it is really important a working ticketing system and seamless bot human transfer.
I have been a fan and user of tawk.to for over 7 years, but the recent changes in escalation and transfer affected us. We don’t need artificial intelligence, but we do need a solution that allows us to create non-intelligent bots, which is not offered. That’s why, unfortunately, we had to switch to a different chat service.
Even so, we will continue to monitor tawk.to to see what new features they add and to consider if we might return to using it in the future
Goodbye and good riddance!
PD and here is another good alternative to both https://www.proprofschat.com very basic AI and dated interface but all features free for 1 operator.
This was a really nice feature until a while back, I just didn’t get any chats anymore. So this is why!
Very very very disappointing and then they sell them selves as completely FREE. lol what a joke.
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