Understanding the weekly roundup email

Each week tawk.to sends a Weekly Roundup email with a quick snapshot of the previous week’s activity for all the properties you belong to. The email highlights visits, chats, offline messages, tickets, and basic availability and engagement metrics so you can spot trends at a glance.

The Weekly Roundup breaks down common metrics for the selected week:

• Visits — unique visitor sessions on your site, chat page, or widget during the week. A session ends when the visitor leaves or stays inactive for 20+ minutes. Learn more about visitor sessions here: How does tawk.to define Visitors?
  
  

• Chats — the number of chats your team responded to.
  
  

• Offline messages — messages received while the widget was offline.
  
  

• Missed chats — chats that didn’t receive a response (includes visitors who ended the chat or left before an agent replied).
  
  

• Tickets created/resolved — the number of support tickets created and closed during the week. Learn more about tickets here: Creating and responding to tickets
  
  

• Widget availability — how many hours your widget was online during the week (out of a 168-hour week) and what percentage of the time it was available.
  
  

• Engagement response rate — ratio of chats to visitors; helps you understand how often visitors start conversations.

1. Read it as a high-level check
   Treat the roundup like a weekly health check. If numbers look normal, you’re likely operating as expected. If something jumps out (for example: spike in missed chats or low widget availability), investigate further.

1. Drill into Reporting on the Dashboard
   If the roundup shows an issue or trend, open Reporting on your Dashboard to investigate details (time ranges, agent activity, channels, or specific visitor sessions). These tools give you richer context and filters than the email.

1. Convert offline messages into tickets
   If you see offline messages in the roundup, consider converting them into tickets to ensure follow-up. Tickets let you assign ownership, track status, and respond via email.

1. Compare week-over-week
   Use weekly roundup figures to spot trends. Rising visits with stagnant chat counts might mean visitors can’t find help quickly; rising missed chats could indicate staffing gaps or availability problems.

• Bots and analytics differences
  tawk.to excludes known bots from visits, which can cause visitor counts to differ from other analytics tools (like Google Analytics). If you see discrepancies, review how each system defines a “visit.”
  
  

• Follow-up best practice
  Turn offline messages into tickets and set owners or departments so items don’t fall through the cracks.
  
  

• Use reporting to act
  The Weekly Roundup flags the “what.” Use the Reporting section on your Dashboard to learn the “why” (which pages, which times, which agents).

How does tawk.to define Visitors?

Creating and responding to tickets

Understanding the statistics in your Dashboard

Understanding reporting

How do I opt out of the weekly roundup?

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