Zapier can not catch visitor message on tawk.to

Hi @HARSLE, welcome to the Community!

I’m not super familiar with Tawk.io, is the WhatsApp information contained within a custom field in Tawk.io or is it a standard field? 

I’m thinking that the WhatsApp field might be a type of field that isn’t currently supported. Am I right in thinking that you’re using the Chat Ended trigger?

Looking forward to hearing from you on this!

Hi there @HARSLE,

I’m jumping in to see if I can help!

Before we dive deeper, could you please try these troubleshooting steps for me?

1. Turn off your Zap.
2. Reconnect your tawk.to account here: https://zapier.com/app/connections/tawk-to
3. Publish your Zap.
4. Trigger the Zap by doing a test chat, and ensure that the fields on the screenshot are filled out.
5. Go to your Zap History.
6. Please send a full screenshot of the Data Out of the trigger. Please don't include personal information in the screenshot, or be sure blur out any personal information.

Please keep us posted! 😊

Hi @HARSLE,

Thanks so much for sending over those screenshots. They're super helpful, but it seems like we might be missing one. Would you mind snapping a quick picture of the “Data Out” section in the trigger step and sending it over?

(view larger)

Please don't include personal information in the screenshot, or be sure blur out any personal information.

I really appreciate your cooperation with this! 😊

please also check here

The main problem is we can not find the text information from the trigger area, but I can find it on the tawkto.

Hey there, @HARSLE! 👋

Thanks for sharing those helpful screenshots here. It seems the fields in the same are different from those that are sent from Tawk.to when it’s running live.

As we’re seeing the WhatsApp field come over when the Zap runs live then there’s a workaround you can try that involves manually selecting the WhatsApp field using “custom pill mapping”. It’s a way of allowing you to select fields that aren’t in the test sample but are present when the Zap runs.

We’ve got a guide on how to use it here:

Please give that a read through and let us know if you run into any issues in implementing that in the Zap. Keen to ensure you’re all set here so we’ll be keeping an eye out for your reply! 🙂

I still can not get the information for whatsapp and message

Hi @HARSLE,

It looks like you may have used the incorrect pill in the “Body” field since the fields you’re referring to shows up in the “Message” field in the Data Out of the trigger. Maybe we can try using the Message pill instead? {{paste the Node ID of the trigger here__Message__Text}}.

Please give that a try, and let us know how it goes! 😊

As you can see, I still can not get it even I run the zap

Hello @HARSLE! 👋

Hmm, it looks like a single underscore is being used between the message and text field names. As the text field is a nested field within the message field, you’ll need to separate the field names with double underscores instead. For example: {{198042114__message__text}} 

That should then allow the Zap to select the text field (including all the Name, Email, WhatsApp and Message values):


Can you try copying and pasting {{198042114__message__text}} into the Body field on the Gmail action and then run a live test to see if that does the trick?

I did as you told, but it showed another information, not the text that I want