Tawk.to is a free, hosted, third-party, live support chat that can be easily integrated within iTop to offer a new contact channel. It's a perfect way to enable live chat in iTop with a minimal effort/investment.
|2021-11-01||1.0.0||First public version|
|2021-01-01||0.2.0||First beta version|
It brings a small bubble in the bottom-right corner of the screen. Users can click on it to start a conversation with support agents.
Note that the chat widget can also be enabled in the backoffice.
Support agents can reply through the tawk.to dashboard.
Important: Keep in mind that Tawk.to is a free third-party chat which is not part of iTop. For any question regarding its usage and features, please check its documentation directly on their website.
Use the Standard installation process for this extension.
Go to tawk.to, create a free account.
First, go to the tawk.to backoffice, on the “Administration” page, “Overview” tab and retrieve the
Property ID (“123456789” in the screenshot below) we will use it later.
Then, go to the “Chat Widget” tab and retrieve the
Widget ID, it's the last part of the
Direct Chat Link (“ABCDEF” in the screenshot below)
Once you got them, fill the module settings as follow, using one of the methods described bellow:
property_idPut the property ID retrieve in the previous step.
widget_idPut the widget ID retrieve in the previous step.
enabled_portalsAn array of the “portals” you want the chat to be enabled on. Can be
backofficefor the administration console or any end-user portal ID (eg.
itop-portalfor the standard portal), by default only the
allowed_profilesAn array of iTop profiles to define which users will be able to use the chat. If not defined, all users will be able t use it, by default only
Portal useris allowed.
Important: “Property ID” was once named “Site ID” on tawk.to, mind to change the
site_id parameter to
property_id if you were using an early beta version of the extension.
There are 2 ways to configure the module settings:
Simply put the following in the configuration file and fill it with your own settings:
Use the following XML as a bootstrap:
<?xml version="1.0" encoding="UTF-8"?> <itop_design xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="1.6"> <module_parameters> <parameters id="combodo-tawk-integration" _delta="force"> <property_id>PUT_YOUR_PROPERTY_ID_HERE</site_id> <widget_id>PUT_YOUR_WIDGET_ID_HERE</widget_id> <api_key>PUT_YOUR_API_KEY_HERE</api_key> <enabled_portals type="array"> <enabled_portal id="itop-portal">itop-portal</enabled_portal> </enabled_portals> <allowed_profiles type="array"> <allowed_profile id="portal-user">Portal user</allowed_profile> </allowed_profiles> </parameters> </module_parameters> </itop_design>
Tawk.to provides an optional secure mode to ensure that a user identify isn't impersonated. If you want to use it, go to their backoffice in the “Administration” page, “Overview” tab and activate the “Secure mode”. Then copy the
api_key of the extension settings (see previous section).
Once the extension is installed and configured:
tawk.toin a separated tab and answer there.
tawk.tointo an iTop Ticket
For more information on how to use
tawk.to, check their web site