[tawk.to] Announcing Major Shortcuts Updates: Chat Transfer, New Elements, and Actions

Hello, community,

I’m excited to announce that we’ve rolled out updates to our Shortcuts. This update introduces the highly-anticipated feature - “Chat Transfer” - among other enhancements.

Let’s delve into the details:

Shortcuts can now be assigned Elements and Actions:

File: Messages can now support up to 5 file attachments. Previously, only one file attachment was allowed per message. Now, multiple file attachments can be included in a single message. Moreover, combining text and an image in one message is also possible.

Suggested Messages: These are quick reply options that enable visitors to choose a response. Each message can contain only one suggested message attachment, but up to 4 suggested message options.

Ticket Form: This attachment lets visitors submit a ticket directly from the widget. Each message can only have one ticket form attachment. A ticket form includes fields for name, email, subject, and message. Please note that, as of now, these fields aren’t customizable.

In addition to the Elements, sending a Shortcut can also trigger an Action. There are currently 2 supported Actions:

Conversation Assign: If a Shortcut with “Conversation Assign” is sent, the chat will be transferred to the designated assignee. Chats can be assigned to an agent or a department. Notably, this feature extends to Shortcuts launched by Apollo AI. This means users can craft Escalation AI Shortcuts with specific keywords in the AI question field. If a visitor uses these keywords during their inquiry, the chat will be routed to the appropriate Property Member. Once Apollo assigns a chat to you, it will be highlighted in red on the Active Chat list.

Conversation Tag: Sending a message with a “conversation tag” action will update the chat’s tags. Users can customize which tags to add, remove, or both.

Live Chats can now also be manually transferred to another agent or department and will be displayed in Red on Active Chat list:

As we continue to strive for improvement, we welcome your feedback. If you come across any bugs or issues, please do not hesitate to email me directly at ralfs@tawk.to. We’d like to note that there are some known challenges with the mobile app versions of these features. Rest assured, our team is already on it and working diligently to address them. Your patience and understanding are greatly appreciated.

Thank you for being an integral part of our community and for your continued support!

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