Collaborating with your team

The tawk.to software is not just a great tool to engage and interact with visitors on your website, it’s a great way to collaborate and work with your team as well.

I’m going to show you three features within tawk.to that are going to help you work better as a team.

The first is group chats.

From within the tawk.to dashboard you can create a group chat with selected team members:

– On the left-hand side of the dashboard, next to the GROUPS title, click the + sign or NEW GROUP
– Enter the group name
– Select the PROPERTY
– Then select the TEAM MEMBERS you want to add to that group

There’s no limit to the number of groups you can create. If you or one of your team members want to exit a group at any stage, just click the RED EXIT ARROW in the bottom right-hand corner HERE.

You can also have a direct conversation with any of your team members HERE.

Another great feature for improving teamwork is the whisper function. You can chat with one of your team members, whilst they are in a chat with a customer, without the customer knowing. We call it a whisper.

To use the whisper function, click on an existing CHAT, then click on the WHISPER tab, here. The input text box will turn pink. Anything you type now will be sent to the person responding, and the customer or visitor won’t be able to see it.

From here you can also take over an existing chat. You can join the chat as the alias used by the team member or agent already in the chat. Just click the JOIN button. The software will confirm you want to join the chat by asking, “Another agent in chat. Join anyway?” Click JOIN again to enter the chat.

Lastly, we’re going to talk about the tawk.to ticketing system.

The ticketing system is a great way to escalate or follow up chat conversations via email — all from within the tawk.to dashboard.

Here’s why the ticketing system is great:

You can assign tickets to team members.
You can set their priority.
You can mark them as open, pending or closed.
You can use shortcuts to respond to tickets and the team will have access to the conversation thread.
You can even track your team’s performance from the reporting section.

One last tutorial is left, and it’s all about the features you may not have known existed in tawk.to

Learn More:

Helping other agents with whispers 

Getting started with Messaging

Creating and responding to tickets