Responding to chats

In this video, we are going to look at some of the tawk.to features that help you receive and respond to incoming chats.

Before I walk you through the steps, remember, you can add an unlimited number of agents to your property to help you respond to those incoming chats.

Just go to ADMINISTRATION in the bottom left-hand corner of the dashboard.
Click on PROPERTY MEMBERS
And then in the top right-hand corner, click on INVITE MEMBER.

The first step is to make sure your sound and notification settings are set up correctly. You can find the settings here on your PC and here on your mobile app. Remember, if you are not logged in to tawk.to, your widget won’t be online and you won’t receive any incoming chats.

The next thing you should do is set up your aliases:

– Go to the top right-hand corner of the tawk.to dashboard
– Click on the IMAGE and then click on EDIT PROFILE
– On the left-hand side, click on ALIASES
– Then click ADD ALIAS in the top right-hand corner

Each alias can be given a Position Title, for example, “Customer Service,” and you can assign an avatar or photo to each alias. Of course, we recommend using a photo as it helps to build trust with your visitors. And let’s be honest — your beautiful face is going to close more sales.

When you see or hear an incoming chat, click on the chat in the top left-hand corner and then click JOIN. The box will be PINK for a new chat.

You can join the chat as any of the aliases you have saved. Or, if a team member is already responding to the visitor, you can join the chat using the same alias as the team member. The visitor doesn’t have to know someone else has taken over.

Those are the basics of joining a chat.

In the next video, we’re going to look at some features that make responding to visitors even easier.

Learn More:

How to answer an incoming chat 

Creating and managing aliases

How To Invite And Manage Agents

Managing Sound Settings

Creating And Managing Aliases

How To Answer An Incoming Chat