Setting up internal direct messages

The instructions below are for desktops and laptops only.

Direct messages (DMs) let you send private, one-to-one messages to any team member in your property. DMs are fast, easy, and notify the recipient even if they’re offline.

1. Log in to your tawk.to account.

2. Select the correct property.

3. Look for Direct Messages in the left side panel. Click the 3 dots next to it and select New direct message.

4. Select an agent from the list or use the search bar to find them.

5. A new chat window opens, and the recipient gets a notification, even if they’re offline.

6. To reopen a conversation later, click the thread in your sidebar.

7. Click the star icon to pin important messages, making them easier to access.

Note:

If an agent is removed from a property, they remain visible in existing direct messages and group chats. To remove them from an existing conversation, the agent must leave the chat, or you can start a new chat without them.

You can easily invite an agent to a group message: Click the invite agent icon in the upper-right corner of the message window and choose a group.

Note: You must have existing group messages before you can invite an agent.

See this guide to learn more:

Creating and managing group chats

See these guides to learn about direct messages on Android and iOS:

Sending Direct and Group messages on Android

Managing direct messaging and group messaging on iOS

• Use group chats for team discussions
  When you need to reach multiple agents at once, start a group chat. Group chats work like direct messages but allow you to include more than one participant and manage who’s part of the conversation.
  
  

• Keep key messages within reach
  Pin important conversations or use tabs (if available in your workspace) to keep frequently used DMs or group chats easy to access while you work.
  
  

• Check your mobile notification settings
  To avoid missing messages, make sure push notifications are enabled in the tawk.to mobile app and that your phone’s settings allow notifications, sounds, and badges for the app.
  
  

• Can’t find an agent?
  Double-check that the person is still part of the property and that you’ve selected the correct property in your dashboard.
  
  

• Organize conversations by team
  For smoother collaboration, consider creating departments or dedicated group chats for different teams, such as Sales, Support, or Billing.

Creating and managing group chats

Creating and managing departments

Sending Direct and Group messages on Android

Managing direct messaging and group messaging on iOS

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