Using hyperlinks in tawk.to: Shortcuts, Triggers, AI Assist & More
The instructions below are for desktops and laptops only.
Hyperlinks help guide visitors, share helpful resources, and connect conversations, making it easier for customers to find answers and for your team to deliver faster, more efficient support.
In this article, we’ll walk you through how to add hyperlinks to your Shortcuts, Triggers, Widget Content, and Knowledge Base articles. We’ll also show you how to train AI Assist to include hyperlinks in responses.
Before we start, log in to your tawk.to dashboard and select the correct property in the upper right corner.
Add hyperlinks to pre-written messages to guide visitors to helpful pages or next steps.
Follow these steps to add a hyperlink to a Shortcut:
2. Under Settings, select Shortcuts.
3. Open an existing Shortcut or click + Add Shortcut to create a new one.
4. Under Message, enter your hyperlink using Markdown formatting like this:
[linked text](https://www.myURL.com)
Example:
Visit our [Help Center](https://help.tawk.to) for more information.
You can preview the linked text on the right.
5. Save your Shortcut.
Note: You can use Markdown formatting in your Shortcut messages. This will help ensure your messages are clear and well-structured.
Learn more about Shortcuts with these guides:
Introducing Shortcuts: Your key to faster responses
Triggers allow you to send automated messages to visitors based on their behavior. Including hyperlinks in these messages can guide visitors to the right pages at the right moments.
To add hyperlinks to a Trigger message, follow these steps:
1. Click Administration in the top menu.
2. Under Settings, select Triggers.
3. Open an existing trigger or click Add Trigger to add a new one.
4. Under Trigger Message, you can select Use a predefined shortcut to use a Shortcut with hyperlinks. Or, you can select Set your message to enter a new message.
Add your hyperlink using Markdown formatting like this:
[linked text](https://www.myURL.com)
Example:
Check out our [latest offers](https://example.com/offers) here!
The Widget Content area covers your widget’s offline form, greetings, and pre-chat form, allowing you to share important information and guide visitors before a conversation begins.
Here’s how to add hyperlinks to your widget content:
1. Click Administration in the top menu.
2. Under Channels, select Chat Widget. Then, click Edit Content under Widget Content.
3. Select a Widget State.
4. You can add hyperlinks to Heading and Text Area (in either the Header or Body Cards).
5. Highlight a phrase or word in the Content field and click the link icon that appears above it.
6. Enter the URL and click the tick icon.
7. Your hyperlink will appear in the widget preview on the right.
8. Click Update to save your changes.
Learn more about modifying your widget content with this guide:
AI Assist can deliver helpful, link-rich responses that guide visitors to the right place at the right time — whether that’s a support article, product page, or contact form. Depending on how you're training it, there are several ways to include hyperlinks in your AI Assist replies.
First, go to AI Assist on your dashboard:
1. Click Add-ons in the top menu.
2. Click Settings under AI Assist.
3. Select your AI agent.
Adding links in your FAQs
By adding hyperlinks in your FAQs, your AI agent will automatically reference them when responding to customers.
2. Create a new FAQ or edit an existing one.
Under Answer, insert your hyperlink using Markdown formatting like this:
[linked text](https://www.myURL.com)
Example:
Check out our [Shipping Policy](https://example.com/shipping-policy) for details.
3. Click Save.
These links will be included in AI Assist's responses whenever a visitor asks a related question.
Adding your website as a data source
Train AI Assist to include hyperlinks in responses from your website as a data source.
1. Go to Data Source > Website. Then, click Add New.
2. Enter your website URL and click Add.
AI Assist will crawl your site and include visible links from your pages in relevant replies.
This allows you to maintain links directly on your website and ensure they stay current without manual updates in the tawk.to dashboard.
Using dynamic search links
If your website supports a modular search path, you can train your AI agent to generate dynamic search result links.
For example, if your website supports a search URL structure like this:
[https://www.example.com/en?products[query]=key+phrase****]
You can modify the Base Prompt with instructions to generate search links based on customers’ queries.
Here’s how:
1. Go to Settings.
2. Scroll down to Base Prompt. You can enter instructions to generate search links based on customers’ queries.
Example:
“- If the customer is looking for a product by referring to its category or type, direct the customer to https://www.example.com/en?products[query]=[key+phrase] and fill [key+phrase] replacing spaces with pluses, for example, if the customer is looking for Android Phone direct them to https://www.example.com/en?products[query]=android+phones”
3. Click Save and test your AI agent’s responses with the widget preview on the right.
For detailed information on training AI Assist to respond with links, see this guide:
Your Knowledge Base is a powerful tool for self-service support. Adding hyperlinks to articles can provide quick access to related content and additional resources.
To add hyperlinks to a Knowledge Base article:
1. Click Knowledge Base in the top menu.
2. Open an existing article. Or click + Create and select Article to add a new one.
3. You can add hyperlinks in Paragraph blocks. Click an existing block to edit it, or click + and select Paragraph to add a new one.
4. Highlight the text you want to link and click the link icon.
5. Enter the URL and click the tick icon.
6. Your hyperlink is added.
7. Click Update to publish your article.
For more information on the Knowledge Base, see these guides:Creating a New Knowledge Base Article
Setting up your Knowledge Base
Use clear, descriptive text. Avoid “click here”.
Keep links updated and relevant.
Test every link after publishing.
Be concise. Don’t overload responses with too many links.
Hyperlinks make communication easier by helping visitors quickly find what they need. By using hyperlinks thoughtfully throughout your tawk.to tools, you’ll create a more seamless experience for both your team and your customers.
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