Tawk.to is a great tool for handling customer inquiries and allowing multiple agents to communicate with potential customers. However, I believe there is an important feature missing for businesses that have multiple sales agents.
Currently, when a business has many sales agents, it can become difficult to control which agent is allowed to handle a particular inquiry. For example, if a company has 20 sales agents, multiple agents could potentially respond to the same inquiry, or there may be confusion about who is responsible for converting that inquiry into a sale.
This can create problems when tracking leads, measuring individual performance, and determining who deserves the commission when an inquiry results in a sale.
Proposed Feature
I would like to suggest a Lead Assignment and Agent Ownership feature that allows administrators or managers to assign each inquiry to a specific sales agent.
Ideally, the feature would include:
- Manual lead assignment: Administrators can assign an inquiry to a specific agent.
- Agent access restrictions: Only the assigned agent, or authorized agents, can respond to that inquiry.
- Lead ownership: Each inquiry has a clearly identified owner, so there is no confusion about who is responsible for the customer and reassign when necessary.
- Assignment history: The system records who was assigned to the inquiry and any subsequent changes.
- Optional automatic assignment: Leads can be distributed among sales agents using rules such as round-robin assignment.
Why This Feature Matters
For businesses with large sales teams, controlling lead ownership is essential.
Without a proper assignment system, several problems can arise:
- Multiple agents may compete to answer the same inquiry.
- It becomes difficult to determine which agent is responsible for a successful sale.
- Commission disputes may occur when a customer eventually makes a purchase.
- Managers cannot easily track each agent’s performance and conversion rate.
- Customers may receive inconsistent communication from different agents.
For example, imagine a company with 20 sales agents handling inquiries through a single tawk.to account. If a customer makes a purchase after several conversations, how can the company reliably determine which agent owns that lead and should receive the commission?
A lead assignment system would solve this problem by establishing clear ownership from the beginning.
Expected Benefits
This feature would make tawk.to more suitable for businesses that use live chat not only for customer support but also as a sales and lead-generation channel.
It would help businesses maintain an organized sales process, improve accountability, prevent internal conflicts, and make commission tracking more reliable.
I believe this would be a valuable addition to tawk.to, especially for businesses with growing sales teams.
Thank you for considering this feature request!