How to answer an incoming chat

When someone starts a chat on your website, chat page or profile page, you'll be alerted in multiple ways if you're logged into the Dashboard.

NOTE: The instructions below can be completed from a browser or the tawk.to desktop apps.

View directions for iOS here: How to respond to an incoming chat on iOS

To view the Sounds & Notifications settings, click your Profile icon in the lower-left corner of the screen.

Depending on your Sounds & Notifications settings, you'll be notified of an Incoming chat by an audio alert and/or a browser notification. On the left side of the Dashboard, you'll see any new chats listed under Incoming with a pink background.

The background color of each notification shows the status of the chat:

Pink - a new incoming chat that has yet to be answered.

Green - a chat you've already answered.

Red - a chat that is being transferred.
Gray - a chat that has been answered by another agent.

Select a chat in the left sidebar listing. Then, click the green Join Chat button in the lower area of the chat window.

You can also choose to answer the chat using an alias before joining. If you have already created an alias, clicking the name field to the left of the green chat button will open a drop-down menu with a list of aliases available to you.  

Learn more about setting up Aliases on tawk.to here: https://help.tawk.to/article/creating-and-managing-aliases

Need help writing your answers?

Use AI Assist’s AI Commands and Smart Reply for instant ideas.

See these guides to learn more:

Using Smart Reply

Using AI Commands

Did you know AI Assist can help you answer every chat?

Available 24/7, AI Assist can answer customers’ questions when you’re busy or unavailable. Turn on AI Assist and never miss a chat again. See these guides to learn more:

Getting started with AI Assist

Deploying multiple AI Agents across support channels

How to get your AI agent to greet visitors when they start a chat

Using Suggested Message and AI Assist to create scripted chat sequences

Customers reaching out on Facebook?

Connect Facebook Messenger to tawk.to and easily handle all customer conversations in your centralized inbox. With AI Assist, you can deploy AI agents to help answer your customers’ questions when you’re busy or unavailable. See these guides to learn more:

Connecting Facebook Messenger to tawk.to

Connecting multiple Facebook accounts to a property

Setting up AI Assist to handle Facebook conversations