Understanding incoming chat notifications
The instructions below are for desktops and laptops only.
tawk.to makes it easy to stay on top of all your conversations with clear and informative chat notifications.
In this article, we’ll guide you through understanding these notifications so you can quickly and effectively respond to your customers.
The background color of each chat notification provides a quick visual cue about the chat's status:
Pink
This indicates a brand new incoming chat that hasn't been answered yet. These are your top priority!
Red
This indicates a chat that is being transferred.
Green
A green background means you've already responded to the chat, or the customer has posted a new question. Keep an eye on these to ensure timely follow-ups.
Gray
A gray background signifies that another agent has already answered the chat. This helps prevent duplicate responses and ensures efficient teamwork.
In addition to the background colors, a colored circle next to the visitor's name provides further insight into their activity:
Green circle
A green circle means the visitor is actively participating in the chat or currently browsing your website. They're engaged and ready to interact.
Orange circle
An orange circle indicates that a chat hasn't received a response for more than 10 minutes. These chats require your immediate attention to avoid frustrating your customers.
You can group/ungroup incoming chats by clicking the first icon at the top left corner of the dashboard.
If it isn’t selected, incoming chats will be listed individually, and you can click on the specific chat to join.
Preview visitor details
You can hover over a notification to see more information about the visitor.
You can enable/disable this feature by clicking the second icon at the top left corner.
Show my chats only
You can choose to view your ongoing chats only by clicking the third icon at the top left corner.
Ongoing chats include chats you’ve joined, viewed, responded to, or whispered in.
When this is enabled, all other chats are hidden.
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
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