[intro]Tawk.to is a free chat platform that can be integrated with your EKM online shop, allowing customers the ability to ask you questions in real-time.[/intro]

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[remember]Before you begin, you will need to have ensured that if you were previously using the Live Chat feature that your account has been closed and the feature itself uninstalled, or alternatively, if you were using Facebook Messenger on your EKM online shop, that this feature is uninstalled too. You can only use one chat application at a time![/remember]

Opening a Tawk.to account

1. To begin, you need to click here and then click the green Sign Up Free button:

2. Complete the fields provided and click the green button:

3. Now you need to select the correct language from the drop-down menu before clicking the green button:

4. Now you need to add in the name and URL of your EKM online shop into the fields provided, before clicking the green button:

5. This is where you can add the email addresses of any of your team that will be using chat to talk to customers, by adding their email into the field provided and clicking the ‘Admin’ or ‘Agent’ button. If you do not wish for that member of staff to see all of the settings on your Tawk.to account, select Agent. Alternatively, if you are the only person that will be chatting to customers, click the green button:

Configuring your EKM online shop

6. For the next step, you need to copy all of the code within the field:

7. Now you need to log into your EKM online shop and click the Design tab:

8. Click the Edit button on the far left-hand side of the page, and select Inject Custom Code from the drop-down menu:

9. Tick the box on the far right-hand side:

10. This will reveal the Before Body field. Paste your code in there, before clicking the green Save button in the bottom right-hand corner:

11. Return to the browser tab displaying Tawk.to and click the green Done button:

[tips]If you want to test out the chat on your EKM online shop, use a different device and an incognito/in-private browser window.[/tips]

12. Your next step is to log into the email account you used to sign up for Tawk-to and click the link in the email to confirm your account:

Configuring your Profile

13. This will then redirect you to the Tawk.to Dashboard. Click the icon on the top left-hand corner and select Edit Profile:

14. On this page, you need to click Aliases:

15. Click your Display Name:

16. On this page, you can upload a profile picture which will display in the chat window and add a Position Title too. When you have finished making these changes, click the green Save button on the bottom left-hand side:

You are now ready to begin accepting chats from customers on your EKM online shop. Going forward, there’s a lot of functionality on the Tawk.to platform and if you get stuck, there’s a Support Centre that you can refer to and their Support Team is available on live chat too.  

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[contact] If you need our help with your EKM online shop, contact your Account Manager or Customer Support, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm on the weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions board. If you have a non-account specific question to ask the EKM Team, join us in EKM Community. [/contact]