Article Categories

Getting Started

Everything you need to know to get your live chat up and running quickly


Frequently asked questions about SnapEngage

Chat Agent Docs

Setting up and using your chat client.

Integrations & Plugins

Connect SnapEngage to your CRM system, Help Desk, and social media applications.


Change the look'n'feel, make it your own!

Tips & Tricks

Get your hands on some best practices and tweaks and tips for your Live Chat.

Proactive Chat

Engaging your visitors automatically.


Questions about billing and payment options.

JavaScript API

All SnapEngage customers get access to our easy-to-use JavaScript Live Chat API.


API documentation can also be found at our Developer API site.


PCI Compliance, password rules and setup, and audit logs.

Featured Articles

Taking chats on the mobile app will be a breeze once you follow these few steps.

  • New to SnapEngage? Follow the steps in Part 1 below to set up user for the chat portal
  • Already have your agents configured? Skip down to part 2 to download and install the mobile application

Part 1 – Setup Agents as Chat Portal Agents

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If you want your agents to use their existing Google Apps IDs to chat on SnapEngage, you might have to change the SRV settings of your domain. From the Google FAQ item:

The Quick Answer

  • Your users can chat in the Google Talk network by default.
  • Update your SRV records to enable chatting via open standards.
  • Open standards includes

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The Mobile Browser section within the Style tab allows you to customize your mobile browser chat experience. Here, you can choose to permit chat for mobile users and modify the chat box settings. With the check of the box, chat will be immediately available for mobile visitors for both chat and offline interactions. Please note, you do need to have

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By default the SnapEngage Salesforce Integration adds relevant information from Chats and Offline messages automatically to the Description field for Contacts, Leads, Cases, and Accounts. To change this behavior and ensure no Description is set from the Integration, a special mapping {none} is used. See the following examples for details:

Contact none mapping

Lead none mapping

Case none mapping

Account none mapping

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Although it will not happen often, it is possible that you will receive a new chat despite having set your status to “paused”. That does not mean that your chat portal is broken or that you are not really paused.

You may, indeed, receive a proactive chat soon after you have paused yourself in the chat portal.

Imagine yourself …

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