Managing Conversations: Inbox, Chats & Contacts

Discover how to effortlessly add and create shortcuts (canned responses) within tawk.to conversations! In this step-by-step tutorial, we’ll show you how to edit and save shortcuts on the fly in an active conversation or in completed conversations within the dashboard. Ideal for enhancing your workflow and boosting efficiency with tawk.to. Don’t forget to like, comment, and subscribe for more tips and tricks on maximizing your use of tawk.to!

Want faster access to the tools you need during a chat? In this video, learn how to create and manage tabs in tawk.to. From quick visitor details to embedded URLs, text notes, and even team chat tabs, you’ll see how to keep everything organised right inside your dashboard.

Want your Contacts view to show the info that actually matters to your team? In this video, I’ll show you how to customise your Contacts display in tawk.to, including how to choose which fields appear, reorder columns, and save the layout so it’s easier to scan, search, and work faster.

Need to chat privately with a teammate or collaborate with your whole crew? In this video, learn how to use Direct Messages and Group Chats in tawk.to—on desktop, iOS, and Android. Stay connected, share updates, and keep your team in sync across all your devices.

The Inbox is your central hub for all chats and tickets in tawk.to. In this video, learn how to manage conversations, follow up with missed messages, filter by agent or status, and keep every interaction organised in one place.

In this video, you’ll learn how image attachments work with your AI Agent in tawk.to. On supported channels, customers can send an image (like a screenshot or product photo) and your AI Agent can respond in context.

Want to organise your contacts for smarter, more targeted communication? In this video, learn how to create and manage segments in tawk.to based on attributes like location, behaviour, or contact type, so your outreach always hits the mark.

Learn how to respond to incoming chats using both the tawk.to dashboard and mobile app. From setting up notifications to jumping into live conversations, we’ll walk you through everything you need to stay responsive - whether you’re at your desk or on the go.

Dealing with spam or inappropriate behaviour? In this video, learn how to ban visitors in tawk.to—whether during a live chat, after it ends, or by IP address. Take control of your chat experience and keep your team protected.

Learn how to customise and manage contact profiles in tawk.to. From updating names and profile images to adding emails, phone numbers, and attributes—this video walks you through everything you need to keep your customer records organised and up to date.

In this quick video, we'll show you how to preview uploaded documents effectively, ensuring you can review content before finalizing any submission or sharing content with AI. Ideal for anyone working with digital files, this video will guide you on how to use document preview features across multiple data sources.

Need to hand a conversation to someone better suited to help? In this video, learn how to manually transfer a chat in tawk.to—so every visitor gets the right support, fast. Whether it’s billing, tech, or a supervisor, transferring chats keeps things smooth and efficient.

In this video, you’ll learn how to search conversations in the tawk.to Inbox using filters, so you can find the right chat or ticket fast. We cover the most useful search operators like contact:, message:, channeluser:, and ticketID:, plus workflow filters like assignee:, status:, and tag:. You’ll also see how to narrow results by time using updated: or created:, and how to combine filters for more precise searches.

In this video, we'll guide you through setting up Elements and Actions within shortcuts. Discover how to customize and supercharge your shortcuts by configuring Elements and Actions to boost your productivity and streamline your workflow. Whether you're just starting out or a seasoned tawk.to pro, this tutorial will unlock new possibilities and help you master your AI Assist shortcuts. Don't forget to like, comment, and subscribe for more insightful tutorials!

Want to keep your chats, contacts, and tickets organised? In this video, learn how to use tagging in tawk.to to label conversations, add context, and speed up your workflow. From manual tags to automation with AI Assist, tagging helps your team filter, track, and report on what matters most.

Want to work faster in your tawk.to inbox? In this video, we’ll show you how to use the split-view feature to switch between compact and full view. Compact view splits the screen into two panels — a conversation list on the left and the active chat on the right — making it easy to handle multiple visitors at once. Prefer a distraction-free workspace? Switch back to full view for more focus on a single conversation. With just one click, you can toggle between the two layouts and choose the style that works best for you.