What happens when a chat needs follow-up?
Your team can review chats in the Inbox. The Inbox guide shows how to create a new ticket from a chat. Decide who answers live and who follows up when the issue needs more time.
If you support several sites, check which property the request belongs to before writing an answer. A property is the workspace for a site or another support destination.
What is free when you answer chats yourself?
tawk.to says its software is free when your team answers chats, with no stated agent, chat-volume or widget-site limits for that use. Hired agents and branding removal are optional paid services.
The software does not supply your team’s staffing. Decide who is available and what people should expect when no one is online.
Where does the exported chat history go?
An administrator can select chats for export. tawk.to sends a download link by email for a ZIP file containing JSON, a structured text format.
Check the recipient, protect the link and confirm which records are included. A chat export alone does not establish that you can move every ticket or setting.
How would you carry a question into the next shift?
Draw a fictional workshop chat from a visitor who leaves before your team can answer. Use no account, widget or message.
- Put it in the right placeMark the site property and draw the original chat in its inbox.
- Give the ticket an ownerDraw a follow-up ticket with the information the next teammate needs. Leave out unrelated visitor details.