Inconsistency in the UI: Tawk Mobile: Why push direct email as a major function?

Community Discussion User Experience
1

I don’t understand the hierarchy chosen in the Tawk Mobile app. The four prominent buttons chosen for the chat window are:

  1. Convert to Ticket (meaning: Send email via Tawk)
  2. Email (meaning: Send direct email via an email client)
  3. Copy Transcript
  4. Close (meaning: Mark as closed)

This is inconsistent with the browser/desktop version of Tawk, where the prominent buttons with an open chat — in the context of the chat — are:

  1. Create ticket (same meaning as on Mobile, but different phrasing = not good)
  2. Ticket status (open/closed)
  3. Show Tags
  4. Hamburger/triple dot (a catch-all)
  5. Details (meaning Customer details)
  6. History (both for customer and property)

There needs to be a discussion between the group that designs the mobile and browser UI, where hierarchy is established and followed through in the design. The inconsistency in design, phrasing, and icon usage is confusing and detrimental to the product.

PS. I wasn’t sure if this should be a discussion or a bug report. Feel free to move this if appropriate.

Best regards,
Thorri

2

Hi Thorlakur,

We appreciate your time in bringing this to our attention.

We’ve passed it along to our product team for review. While we can’t guarantee a timeline, we’re always working to improve tawk.to based on feedback like yours.

Let me know if you have any questions, feedback, or other suggestions. Happy to help.