Hi,
Thank you for choosing tawk.to and for sharing your challenge here.
You can follow any of the following recommendations as a way secure visitor details when you’re not available.
1. Modify your Away status message.
Away Status means you are online and available to answer chats but have set the widget message to say “Away” – to set the visitor’s expectation that you may or may not be available to answer their chat. Create an Away message telling them you are currently unavailable and ask them to leave their name and email address.
Visit this link to know more: https://help.tawk.to/article/changing-your-online-status
2. Activate your Chat Rescuer.
This trigger is used to auto-respond to messages if agents don’t respond in time. You can set a delay message to trigger anywhere between 10 seconds, and up to 1 hour.
Example: If no agents responded to an incoming chat for about 20 seconds, the Chat Rescuer Trigger can be set to spring into action with a message like this – “Thanks for your patience. We are currently unavailable at the moment, please leave your name and email and we will get back to you ASAP.”
Link for more information: https://help.tawk.to/article/creating-and-managing-triggers
3. Add a pre-chat form.
You can add a Pre-Chat Form requiring the visitor to answer set questions before a chat commences. Fields can include their name and email address, even a phone number and location. However, be aware the form can act as a deterrent to some visitors and in turn reduce your engagement rate. Statistically, is known to reduce engagement by up to 37%.
To see a pre-chat form is used, visit the widget on our site – https://help.tawk.to/article/using-the-pre-chat-form
Once you have visitor’s details, chats can be converted to tickets and responded to at a later date (via the messaging tab in your dashboard).
I hope these suggestions address your concerns.
If you have any tawk.to related concerns, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you. Alternatively, you can reach me here at [email protected].
You can also email our support line at [email protected]
