Source folder: Manuals
Source file: Tawk.to CSR Manual.pdf
File type: PDF document
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Tawk.to CSR Manual
- Overview & Terminology / Properties
- Property
In Tawk.to, a property is a separate unit (website, brand, or
division) that has its own widget, chats, knowledge base, and
reporting.
You may have multiple properties corresponding to your brands:
EasyDNA
AffinityDNA
Whoze The Daddy
GTL
homeDNA Direct
International Biosciences
Each property will have its own chat widget, knowledge base, settings,
and assigned agents. Agents may be invited to multiple properties.
- Agent
An agent is a user with permission to access a property and respond
to chats. Agents are invited and assigned roles (Agent, Admin) per
property.
- Alias
Agents can use aliases when responding (e.g. "Customer Support",
"Easydna Team") instead of their real name.
- Canned Replies / Shortcuts
Pre-written responses (also known as "shortcuts") that let you reply
quickly to common queries.
- Knowledge Base (KB)
A section where FAQs, guides and articles are stored. Agents
and/or visitors can search it.
- Notifications / Inbox / Chat Queue
The interface where incoming chats appear, and where agents
accept or join chats.
- Signing Up / Logging In (using company address)
- Use your company email address {NAME}@easydna to sign up or
be invited as an agent.
- If you're being invited by an admin:
- You'll receive an email invitation from Tawk.to.
- Click on the "Dashboard" or "Accept invitation" link in that email.
- If you don't have a Tawk. to account yet, you'll be guided to
create one (enter name, email, password).
- Once you log in, click the bell (notification icon) in the bottom
left of the dashboard to see pending invitations.
- Click Accept under the Invitations section.
- If you already have a Tawk.to account:
- Log in normally.
- Go to the bell icon (notifications) → Invitations → Accept.
- If the invitation link expires or you don't receive it, request the
admin to resend it.
- After accepting, the property should show in your "Properties"
dropdown (top right) so you can switch between brands.
- Navigating the Dashboard & Locating Properties
- Once logged in, there is a "properties" dropdown (top-right). Use
this to select which property (brand) you want to operate under.
- The left or top menu has sections such as:
- Administration / Settings
- Chat / Inbox
- Knowledge Base
- Contacts / CRM
- Notifications / Bell icon
- Ensure you are always in the correct property (brand) before
responding or making edits.
- Accepting Invites / Managing Pending Invitations
- As above, via email → click link → log in → go to notifications →
Accept.
- To view pending invitations in the dashboard: go to Administration
→ Property Members → Pending tab.
- Admins can resend or delete invitations from that list.
- Handling Incoming Chats / Talking to Clients
A. Before responding
- Make sure your sound & notifications are enabled so you see/hear
when a new chat arrives.
- If using aliases, choose the correct alias before joining the chat.
- Check that you are in the correct property (brand) for that client.
B. Joining / Accepting a chat
- Incoming chats appear in the chat queue; click Join (or accept) to
enter the conversation.
- Once joined, you see the client's initial message.
C. During chat: Rules & Process
- GDPR / Verification
If this is an existing client, verify their identity before giving any
personal or case-specific information.
- Use three identifiers from:
- Case reference code
- Full name of case owner
- Email address
- Postcode
- First line of address
- Password used on the form (in some cases, we may not yet
have the form; if this is the case, do not use this identifier)
- If not verified, you must refuse to share private info. Ask them
to email or call instead.
- What is and isn't permitted over live chat
- Refunds: do not process or promise via chat. Instead, instruct
the client to email support and provide the brand's email address.
- Results / Test outcomes: do not reveal or discuss via live
chat. Instead, ask for a phone number or email to follow up via a
secure channel (phone call or email).
- General questions, guidance, status updates: okay, as long as
the client is verified for anything sensitive.
- If needing to escalate
- Use an internal note (if available) or transfer to a supervisor.
- Use canned replies or shortcuts to politely tell them you're
escalating.
- Closing/wrapping up
- Confirm next steps (e.g. "I'll email you this," or "We'll call you
shortly")
- Sign off with a polite closing (e.g., "Thank you for contacting
EasyDNA support. Have a good day.")
- Mark the chat as Closed or Resolved, depending on status.
- Using Canned Replies / Shortcuts
- Navigate to Shortcuts / Canned Replies in the dashboard.
- Create shortcuts with a trigger keyword (e.g. /refund, /status) and
the response text.
- During chat, type /keyword (or select from suggestions) to insert
the canned response.
- Where possible, adapt the canned reply with context (case ref,
name) so it doesn't seem robotic.
- Update and maintain the library of shortcuts over time, especially
for frequently asked queries.
- In the dashboard, there is a Knowledge Base section.
- Articles/FAQs should be organised by brand/property (so each
property has relevant content).
- When chatting, you can search the KB and send links to the client.
- If you see a question not in KB, flag it for content creation (so
future agents have it).
- Ensure KB content is kept up to date, consistent, and accurate.
- Checking Inbox / Chat History & Logging to CRM
- Each property has its Inbox / Chat list / History section.
- When a new chat comes in, open it, read the client's message.
- Copy the client's message and contact details (name, email, phone
if given) into your CRM as an "open message."
- Note the property name/brand, case reference (if any), time, and
initial message.
- If the client resumes after hours or after a long delay, reference the
prior chat thread in CRM for context.
- Special Handling Rules & Guidelines
Situation Rule What to Say
"I'm sorry, but refunds must be handled via
Refund Do not
email with our refund department. Please
requests via process via
email us at [Brand email address] and include
chat chat
your case reference."
"I'm not able to share results here securely.
Results /
Do not share Could you please provide your phone number
test
via chat or email so our team can contact you
outcomes
securely?"
"For security, I must verify your identity.
Refuse to Please provide three of the following: case
Client not
provide reference, name, email, postcode, address, or
verified
sensitive info password you used on the Sample Collection
Form."
Escalate or "I'll connect you with our specialist now.
Escalation
transfer Please allow me a moment."
- Tips, Best Practices & Troubleshooting
- Always confirm you are in the correct property/brand before
responding.
- Use aliases so your agent identity is neutral/brand friendly.
- Use canned replies but personalise them if possible.
- Keep knowledge base articles up to date and report missing ones.
- Log every chat to CRM with client details and summary.
- If invites don't appear, check spam folders, resend invites, or ask
an admin.
- Ensure your sound/notifications are active so you don't miss
incoming chats.
- If chat is idle for a long time, you may close it or send a prompt:
"Are you still there?"
- Use a polite, professional tone; avoid jargon.
- Escalate promptly when unsure or when the client demands
something outside your scope.