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Getting started

Last Update 3 days ago

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Setting up a Basic - Chat Rescuer Trigger

The instructions below are for desktops and laptops only.

The Basic — Chat Rescuer Trigger automatically sends a message to a visitor if they start a chat and no agent joins within a set amount of time. It helps keep visitors engaged, request contact details, and give your team a little more time to respond.

Steps

1. Log in to your tawk.to account.

2. Select the correct property.

3. Click Administration in the top menu.

4. Click Triggers under Settings in the left menu.

5. Click Add Trigger in the top-right corner.

6. Choose Basic — Chat Rescuer Trigger from the Trigger Type dropdown.

7. Enter a clear Trigger Name so you can easily identify it later. This name is only visible to your team, not to visitors.


8. Set the Delay. Choose how long to wait (in seconds) after the visitor requests a chat before sending the automated message. If an agent joins the chat before that time expires, the trigger won’t run and the message won’t be sent.


9. Select an Agent Image (one of built-in avatars or upload your own) and set the Agent Name that appears with the message. Using a real agent photo increases trust and can improve visitor responses. If you use an avatar, ensure it fits your brand and is consistent across other messages.


10. Write a short, helpful message that will appear to the visitor.


Example templates you can adapt:

“Thanks for your patience. We shouldn’t be too much longer. If you can’t wait, please leave your name and contact details and we’ll get back to you shortly.”


“Thanks for reaching out. Please hold while the next agent becomes available — we’ll be right with you.”


“Looks like the team is busy right now. If you can’t wait, please leave your name and contact details and we’ll follow up.”

11. You can add up to four Suggested Messages to prompt visitors on how to respond (for example: “Leave my details”, “Call me”, “I’ll wait”). Suggested Messages appear as quick reply options for visitors.

12. Click Save.

Additional considerations

  • Tone and content
    Keep the message concise, polite, and action-oriented. Ask for the visitor’s name and best contact method if you want to follow up outside chat. Avoid overly promotional language.


  • Test before launch
    After saving, test the trigger by requesting a chat and waiting the delay period (or temporarily set a short delay while testing) to confirm the message and suggested replies display as expected.

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