Search Results for: options
How to set up the Options tab
About This Article The purpose of this article is to provide a comprehensive overview of the options and capabilities in the Options tab in SnapEngage Admin. These features allow you a high degree of customization of you SnapEngage platform. To begin, log into your Admin Dashboard. Click Settings on the left hand navigation bar, then click the Options tab. Widget name Here you can enter the name...
How to Configure Guide Bot
...mport: Import an existing bot configuration. Note: This overrides any existing configuration. Export: Export your current bot configuration as a JSON file. You can then import that file into a different bot. As you add options on the right-hand side, you will see buttons appear on the left-hand side. On the left-hand side, you can navigate between a preview and a live test. The preview shows you an example workflow and gives you an idea of...
Dynamic Agent Content Using Agent Links
...r visitor) depending on your systems (see more below). Agent Links are one of many agent power tools, including “Shortcuts”, “Team Chat” and the “Agent Alerts” (which you can set up on the Options tab). How it works Agent Links allows you to embed content into the conversations Hub for your agents to view during a chat. This content will appear on the right side “panel” next to the chat. You can em...
Guide Bot Recipe: Specialized Support Teams
...determine the initial experience your visitors have when they encounter chat. This widget will contain your Guide Bot, and determine how that bot interacts with your site. Note: This recipe will cover the widget configuration options specific to this recipe. There are many additional configuration options that are part of setting up a SnapEngage widget and they are covered elsewhere. If you already have a support widget set up and installed, you...
Tracking Events with Google Analytics
About This Article The purpose of this article is to provide a comprehensive overview of how to track Events with Google Analytics. We know Google Analytics is a massive piece of software and can be difficult to track events with, so we hope these tips and tricks dedicated to tracking events can help it can be a smoother process. Tracking codes? The first thing to keep in mind is that the tracking code could vary among four options: GA4 ( if you...
Knowing your HIPAA compliant account
...nt (BAA) with SnapEngage. HIPAA compliance is not available during the free trial. If you wish to review a copy of our BAA template please send us an email to [email protected] or start a chat with us here. HIPAA default options We have taken many steps to ensure that our policies and procedures for data handling are in compliance with the statutes that HIPAA has put around PHI. A HIPAA account has, by default, some of the “Extra secur...
Guide Bot Recipe: Sales Qualification Questions
...ork both Regular and Enterprise sales (and belong to both of those widgets). How you construct your teams is incredibly flexible! Please note that each of these specialized sales widgets can be configured with different setup options. For example, you could set it up such that one widget collects an Agent Survey (Widget Settings > Options) and the others do not. The simplest approach would be to use the same settings across all of these widget...
Managing Chat Assignment Options
About This Article The Chat Assignment tab in Agent Settings gives you extensive control over visitor experience and how chats are routed to agents. This article reviews all the options in this menu. Getting Started 1. Log into your Admin Dashboard and go to Settings. 2. Select the Agent Settings tab. 3. Select Chat Assignment. Agent Assignment Settings Notify all online agents for each incoming chat.All availab...
Guide Bot Recipe: Sales Qualification Questions
...ork both Regular and Enterprise sales (and belong to both of those widgets). How you construct your teams is incredibly flexible! Please note that each of these specialized sales widgets can be configured with different setup options. For example, you could set it up such that one widget collects an Agent Survey (Widget Settings > Options) and the others do not. The simplest approach would be to use the same settings across all of these widget...
Getting Started – Part 2: Settings
...dio tab allows you to create the design for your pre-chat form, chat box, and offline forms, as well as the buttons for chat and offline requests. Get your chat to match your brand! Find more information on this guide. Options There are many configuration options available to you in this tab. Please see the Options Guide for more information. Call Me There are many configuration options available to you in this tab. Please see the Call Me...
Setting Up a Post-Chat Survey Bot
...om their visitors. Use the Post-Chat Survey Bot to improve customer satisfaction and related metrics, optimize the customer feedback loop and generate deep insights quickly and easily. This article covers the Post-Chat Action options and the basics of configuring a Guide Bot for visitor feedback. Configure a Post-Chat Survey Bot Note: There is an extra per month fee for bots (more details here). A Post-Chat Survey Bot is c...
SnapEngage Best Practices Agent and Admin
...1. Agent Settings Make sure agents have names and photos. Visitors are more likely to chat with an agent when they have any actual photo. Make sure to add a phone number if you will be using the Call-Me feature. Consider your options when choosing Agent Assignment Settings. Notify all agents of incoming chats or Auto Assign chats as they come in. Agent Reassignment is a feature everyone should use because it provides for a better customer experie...
How to: Set Up the Pre-Chat Form
...ners in the borders. Fields From the Fields tab, you can add, remove or edit fields in the Pre-Chat Form. To edit one of the pre-defined fields, click on the blue pencil icon (6) next to the field name, this will bring up the options for this particular field as in the example above. Here, you have the option to make the field mandatory by clicking “Required”. This means that this field would require an answer before...
Overview of the Dashboard UI
..., and more. In addition, use the “Account Roles” tab to specify specific account roles. Settings Nested under the Settings tab are the following sections: Agent Settings, Get the code, Integrations, Design Studio, Options, Call-Me, Text and Proactive chat. We have grouped similar settings together in order to make things streamlined and intuitive. Below is a break-down of these options: Agent Settings The Agent Settings tab includes t...
Track Messaging & Live Chat Events with GA4 and Google Tag Manager
...ch further contain tags that will launch chat code and GA4 on your website. Select “Add a new tag” Select a trigger. We’ve selected “all pages” Click on Tag Configuration to see available tagging options Select “Custom HTML” Copy and Paste the Chat Code/GA4 Combination into the HTML field of the Custom HTML Tag. Be sure that: The GA4 tracking code is in the <head> tag, above the chat widget code Tra...
Track Messaging & Live Chat Events with GA4
...ng your first GA4 property for this account. Complete the property details by giving the GA4 property a name, reporting time-zone, and currency. Hit next to proceed to “About your business.” Select the appropriate options that describe your Google Analytics account. Hit “Create” to create the Account and GA4 property within. The breadcrumb navigation is there to help you know your location in Google Analytics. The GA4 trac...
How to set up SnapEngage with TOPdesk
...per User to have access to the Settings Tab as shown here: From the System Settings tab, click on “Chat”: You will see the option to select a Third party-chat provider: Select SnapEngage from the list of available options, and you will be prompted to enter your widget ID. This will be the ID of the widget that will be connecting with TOPdesk. Locating your Widget ID In the Admin Dashboard, navigate to Settings -> Get the Code. You...
Widget Setup
...rong>To add a widget: 1. Account Owners can log into your Admin Dashboard. 2. Click on the widget drop down and select “create a new Widget” at the very bottom. 3. At this point you will be brought to the Options tab to set up your new widget (or you will be prompted to purchase a new widget if you have exceeded the number of widgets in your plan). 4. To purchase a new widget come chat with a SnapEngage agent. Once the new wi...
Chatbot API – How to build it
...an example we’ve created that is hosted on Google Cloud platform, and how to connect it. The Bot will then be able to take your clients chats, and you can configure the responses, and provide the visitor with different options in text or buttons view, with options to transfer to a group of agents, to a widget, to a specific agent, changing the widget as well as closing the chat. The bot will also be able to ban a visitor, ban their IP, or...
Using SnapEngage in popup mode if I cannot add the SnapEngage JavaScript code
About This Article The purpose of this article is to provide a comprehensive overview of how t0 use SnapEngage in popup mode if you cannot add the SnapEngage JavaScript code. A few web hosts are still restricting their customers to place 3rd party JavaScript code in their page. If you have exhausted all options with your webhost team and the SnapEngage support team, you can still consider using SnapEngage in popup mode. In this mode, your visito...
3 Ways to Analyze Guide Bot Analytics
...llback(‘InlineButtonClicked’, function(options) { gtag(‘event’, ‘BotChoice’, { ‘event_category’ : ‘SnapEngage’, ‘event_label’ : ‘BotName: ‘ + options.botName + ‘/ ButtonValue: ‘ + options.buttonValue }); }); View the SnapEngage data in your Google Analytics account After you’ve updated your SnapEngage snippet with the correct event tracking, navi...
How to: Integrate with SAP Sales and Service Clouds (Integration 2.0)
...: SnapEngage : information we capture, such as visitor location, browser, IP, chat duration etc… Javascript : information that is collected by your website or the pre-chat form. Make sure these variables are set on the Options tab. Labels : information your agents capture based on the configuration on the Admin dashboard. Text : text you may want to send to a specific field, for example Lead source : SnapEngage Source value
How to use Labels with Salesforce
...tured by your agents using labels. With labels, you can ask agents to fill in some information during the chat. As an example, you could have a label called “Type of request” where you have different pre-populated options, let’s say : General question Issue Pricing information These are pre-defined labels, and the agents are forced to choose one of them if they are required (they will not be able to close the chat). ...
Getting Started with the Hub – Tips and Best Practices
...t Photo in the top-right hand corner of the screen -> Agent Settings -> Theme: Know your Labels! This is mostly important for accounts which utilise free-form labels. Ensuring your agents are using the correct free-form options to fill in the Labels will ensure that the integration categorises such chats correctly. You can read about how to set up Labels effectively here. Response time is absolutely paramount. This is going to be one of the...
Using File Exchange. What to consider!
About This Article The purpose of this article is to provide a comprehensive overview of how to configure file exchange. If you want to read about how to configure the “File Exchange” feature, you can do so by clicking here. A few things to keep in mind when you use “File Exchange” are that: File Exchange is available via the Conversations Hub. The maximum file upload size is capped at 32 MB. When you activate the feature...
How to: Use the Design Studio
...between : TEXT (such as “Chat”), where you will also be able to show borders, choose color, add width of the borders, and round the corners. ICON : Here, we give you 5 different options to choose from, you will also be able to choose the color. IMAGE : You want to create your own icon? Go for it! The width and height will be set automatically. We offer the option to adjust the width...
Gather additional information with the Design studio and map the fields onto your integration
...line box, and clicking on fields. From the “Add more fields” section, you can choose a type of field, add it to the “active fields” section, and edit it. After you add a Variable Name, head over to the Options and scroll down to “Collect additional information” and check off JavaScript Variables. Then you can add the names in the box. Once you add the label text, you will see the variable name will auto-populat...
FAQ Google Analytics
About This Article This article clarifies commonly asked questions about Google Analytics. My SnapEngage events are not being tracked in Google Analytics Check your website to see if the Google Analytics events and SnapEngage code have been added correctly. Be sure that the Google Analytics Global Tracking Code is added directly below the SnapEngage code. Are you using the same version of Google Analytics across both the Global Site Tracking Cod...
Introduction to Hub
...nabling this prompts you to select a time period to wait before pausing. Setting this to None disables this automatically. If you scroll further down in the Agent Preferences Pop up window, you will see even more settings and options to configure: The section “Hub” allows you to configure the various chat sounds for any given situation. For example, above, I selected the “Snap” track to play when both a new or returning vi...
How to: Default variables, custom mapping and Salesforce
...me” and they will also NEED TO BE MAPPED To map these over to your SalesForce follow these steps. Add all or some of these fields to your pre-chat and or offline forms in the Design Studio. Hit save. Go to Settings > Options and scroll down to “Collect Additional Information” and check the box (2.1) to allow JavaScript Variables and add some variable names, in this example “name, phone, company” to the list. Hit s...
How to load one widget or another depending on variables
About this Article- This article goes over how to load a different widget based off variables. Most of our customers would choose which widget they want to install where, and install them accordingly on those pages. However, if you are running more of a complex operation, where you may want to detect some specific settings to determine which widgets to load, we can help with that! In that case you may want to load one widget or another dependin...
Finding your Highrise API token
About This Article The purpose of this article is to provide a comprehensive overview of how to find your Highrise API token. Your authentication token (or API token) is a special code that allows services outside of Highrise to connect to your account with your permission. Your Highrise authentication token can be found as follows : Login to your Highrise account using your personal URL (http://your-account.highrisehw.com). Click on the...
Fields mapped to HubSpot by default
...by default. If you want phone, company, and your question, you will need to setup custom mappings and here is how to do that. Make sure you have the Phone and Company fields on your pre-chat/offline form Go to Settings > Options and scroll down until you see the “Collect additional information” section. Check the box for Javascript variables and add “phone” and “company” and hit save. Then, head over to S...
Google Programmable Search as SnapEngage knowledge base source
About This Article The purpose of this article is to provide a comprehensive overview of how to set up Google Programmable Search as a SnapEngage knowledge base source. SnapEngage provides an option to use Google Programmable Search (previously Google Custom Search) engine as a knowledge base source to power Answer Bot. This approach is an excellent way to use Answer Bot, because you benefit from Google’s extraordinarily powerful natural l...
Troubleshooting Chat Window Spacebar Issues
About This Article This article will attempt to address issues involving not being able to use the spacebar in a chat window as seen below. If you are in a chat and notice that the spacebar is non responsive, it could be due to a Javascript conflict. We have had some reports from SnapEngage users who use the Galleriffic 2.0 library experiencing this issue. If you are a Galleriffic 2.0 user please check to ensure that .js files uploaded ha...
Adding SnapEngage to your Doodlekit Website
It’s really easy to add the SnapEngage code to your DoodleKit website. Here’s how: About this Article- This article goes over how to integrate with DoodleKit. 1. Edit the Page Styles Click on the “Page” button as shown above, to edit the Page styles. This will open up a pop-up window. 2. Click on the “Add Code” button The “Add Code” button looks similar to a Settings Cog Wheel. Clicking in this wil...
How To Enable and Use Screen Sharing
...you by your sales Account Executive, you will be able to activate it on a per widget basis. How to Enable Screen Sharing In the admin dashboard navigate to the Settings > Hub > Screen sharing tab. Here you will find two options: The top option – allow visitors to share their screen” and the bottom option for – agents to share their screen with visitors. Once you have enabled either option or both options, please make sur...
Routing by Tag
About This Article The purpose of this article is to provide a comprehensive overview of how routing by tag works. Routing by tag is a powerful tool which allows you to route chats to a specific agent based on a matching tag found under the Settings > Agent Settings > Chat assignment tab. Routing by Tag Routing by tag is a powerful tool which allows you to route chats to a specific agent based on a matching tag. For example, you could use...
Bot Template: Categorize & Triage Support Requests
...llow-up actions Direct your visitor to the right team for the best service Reduce some of the load on your support teams Essentially, the bot prompts your visitor to identify the nature of their concern. You can offer several options (as many as you like really, but we recommend 5 or fewer top-level options). For each option, you can provide a different response. You can have “sub-options” as well. Each option could be sent to a diffe...
Guide Bot Recipe : Specialized Sales workflow
...ly schedule a call with the correct sales agent (based on defined territories) via your preferred meeting scheduling tool — all using the Guide Bot! Through the multi-step system, we will build a workflow with different options that your visitors can navigate through. We’re going to use Guide Bot to ask prospects different questions as part of the initial qualification process. First, we would like to qualify based on the type of serv...
How to test the Logs API
About this Article- This article goes over how to set up, test, and use the Logs API. If you are familiar with our Developer website, you may have seen we have different APIs, among them, the Logs API which allows you to download logs from your widgets on a given timeframe, or even connect them to a third-party software. Here, you will get the information on how to test the API and make the calls to get your logs (which are also available...
How do I read the Integration API XML content from my PHP script?
About This Article The purpose of this article is to provide a comprehensive overview of how to read the Integration API XML content from your PHP script. The XML content is a stream in XML format and not a POST or GET parameter as most PHP developer usually expect. Therefore the XML stream is not available in the PHP $_ system variable. You need to use this method instead to read the stream in a $xml variable: $xml = fopen(“php://...
Firebase Connectivity Overview and Troubleshooting Guide
Introduction Note: The information in this article is relevant for any Messaging and Live Chat customers who work in a restricted internet access environment (for example, if your business requires employees to access the network via a secure corporate VPN and/or have other firewall restrictions in place). TeamSupport Messaging and Live Chat (formerly SnapEngage) is in the process of deploying new infrastructure components to su...
Pop up the Pre-Chat form after X seconds
About This Article The purpose of this article is to provide a comprehensive overview of how t0 pop up the Pre-Chat form after X seconds. When visitors land on your website, perhaps you want to capture their information before they leave without waiting for them to click the chat button. Well, there is a way to programmatically pop-up the Pre-Chat form for your website visitors. Here is a copy-and-paste Javascript snippet that y...
How to Automatically Trigger HubSpot Workflows and Tasks from SnapEngage Chat Conversations
...i.e. a SnapEngage Hub chat Label or something else). Create a new custom HubSpot property (HubSpot Settings > Properties > Create Property). This example uses a Dropdown select field type. Add all corresponding property options. Note: You must be a HubSpot Admin with permissions to edit/create properties. Step 3: Next, via your SnapEngage Admin Dashboard, navigate to Settings > Hub > Configure Labels. Create a new cha...
How to: use Shortcuts
...rs. (If you want more information you can split the message between two canned responses.) 3. There is no limit to the number of shortcuts that can be added, but keep in mind that your agents will need to navigate through the options. Here is how to add a shortcut: 1. Log into your Admin Dashboard and go to your Settings. 2. Select Agent Settings, and go to Shortcuts. 3. At the bottom, click “Add new shortcut”. 4. Enter a command (4....
Integration POST API JSON
About This Article The purpose of this article is to provide a comprehensive overview of the Integration POST API JSON. Introduction Have a custom-built integration or third-party application you want chat data sent to? No Problem! The SnapEngage Integration API allows developers to easily interface SnapEngage with other applications, getting all the data you gather sent to the place you want to keep it. This transaction provides detailed inform...
SnapEngage Data for Integration Custom Mappings
...ments There are two new additions to the list of available custom mappings – Post Chat Survey Score, and Post Chat Survey Comment. You can map these variables as shown below: For these mappings to be visible as mappable options, you will first need to enable the Post Chat Survey. This can be switched on by going to Settings -> Options, and enabling the following: You can read about our Post Chat Survey here. Let’s add some Custom M...
Hub SDK
...order to fully utilize the Hub SDK and display your custom application inside the Messaging Hub, a new persistent agent link needs to be added inside the Admin Dashboard. To do this, log in to Admin Dashboard, navigate to the Options tab and enable the option Display links to Chat Agents when chat starts Next, enable the option to: Enable a persistent agent link which will display external content to agents in the Hub right-side panel. Finish con...
Permissions
About This Article The Permissions tab in the Admin Dashboard gives you extensive control over adding sub admins and the type of vewing permissions and abilities allowed by sub admins. This article reviews all the options in this menu. When you purchase sub-admins, the Permissions tab will appear for you, and you will be able to configure them there. It allows the account owner to create different administrator...
Custom data mapping for MS Dynamics
...onto a picklist on MS Dynamics Cloud, you will need to use this flow: Configure the field on the Design Studio and take a note of the variable name. For example my_dropdown. Save and close. Add the variable name (2.2) on the Options tab (Settings > Options) under the Javascript variables section (2.1) of the collect additional information area. Then add a custom mapping for the MS Dynamics Cloud integration where Source type = Javascript Sour...
SnapEngage Settings at a Glance
...like: Proactive Chat Tab Configure your Proactive Chat rules and messages here. Design studio tab Configure your button styles, language settings, chat box style, and various other Chat Box and Pre Chat form options here. Find out here how to create your own design. Options Tab A variety of settings here to customize your Live Chat, including information for your agents, Hours of Operation settings, and extra information collect...
Dynamic Proactive Messages Using JavaScript Variables
... You may need help from your website or application developers to do this (see our more detailed documentation on setting up JS Variables). On the SnapEngage admin side, you will need to add the javascript variable under the Options tab. Enable the “Collect additional information” checkbox and type the name of your variable in the box Setting Up Dynamic Messages Once you’ve done that head over to Settings –> Proactive...
Integrating Google Ads (Previously AdWords) with SnapEngage
...-'; var i,i2,i3,c='-'; i=l.indexOf(n); i3=n.indexOf('=')+1; if (i >-1) { i2=l.indexOf(s,i); if (i2<0){ i2=l.length; } c=l.substring((i+i3),i2); } return c; }</script> 3. In the Admin Dashboard, go to Settings > Options, and place the five variables: GA_Campaign_Medium GA_Campaign_Source GA_Campaign_CampaignName GA_Campaign_Term GA_Campaign_Content in the “Collect additional information” field > “JavaScript vari...
How to integrate SnapEngage with TeamSupport
...directly? The fields you are capturing data with on the pre-chat form will have “Variable names”. Copy those, and add them to the “Collect additional information” box under Javascript variables, on the Options tab. Once those variables have been added and saved, they will be available on the integration screen under the custom mapping at the bottom. Choose the variable, and select which field they need to be mapped to in T...
How to: Check your billing history & set up to receive automated receipts
...this feature. Receipt Settings You can locate the Receipt Settings section in My Account > Billing > Billing History, underneath the list of receipts. Receipt Settings Options Let’s take a look at each of the options… Send Receipt Checkbox – Optional – If you would like to receive your receipt via email, simply check this box! Choosing to receive emailed receipts will not...
How to configure Answer bot
...round the prompt and the answer. Choose how many responses from your knowledge base you would like to present to the visitor, and whether you would like to display responses vertically or horizontally. When you click on those options, you can also preview them on the left-hand side. Below, you can configure what happens once the visitor is presented with search results. This will work in a very similar way to the Guide Bot. In the example, the qu...
Configuring and Using File Exchange
...ad and download files directly with one another without having to resort to using email or another service. Admin Dashboard Configuration To activate the File Exchange feature sign into to your SnapEngage account and click on Options tab underneath in the Settings section. The File Exchange section is found near the bottom: Simply click on the checkbox to the right of “Enable visitors and agents to exchange files during a chat” label...
Guide Bot – Introduction
About This Article This article explains guide bot. Guide Bot is available for SnapEngage Professional or Enterprise accounts (note that Guide Bot can be used differently depending on which of these plans you have). Chat with us to explore plan options. What is Guide Bot? The Guide Bot is an easy way to create complex routing flows to direct visitors to specific widgets and agents while displaying information. Using our Multi-Tier Step system, y...
Routing by tag for reactive chats: Configuration
...oute by tag using proactive chat, you do not need to enable the routing tag feature and you can read more about how to configure that here. Assigning Visitor Tags via the JavaScript API You have two different options when using the JavaScript API. Setting these up might require the assistance of your developers. When your website visitor starts a chat with you, they will have already been assigned tags based on the logic you/your...
How to set up your Communication Channels
...1; or “Offline” button). Thus, you would want to let them know if no agent is available to receive their chat and set the correct expectations for them. You can decide if you want to enable both online and offline options by clicking on the boxes next to each option and then configure the messages: Configuring and Localizing your Auto-Greeting Messages Configuration If you simply enable the two options by clicking the two boxes, we wi...
Post Chat Survey
...to update your code snippet! To configure this feature sign into the SnapEngage Admin Dashboard and select the “Options” tab. Scroll to the “Agent Survey” section where there are three different survey options to choose from: After selecting the desired survey type click on the “Save” button. Once this is done the survey will be presented to the visitor at the conclusion of the chat where they have the o...
Labels report
...ee the chats associated with that Label in particular. Combine Labels and chatbots to collect information and have more informed conversations before the chat even reaches a human. Chatbots can auto-assign Labels based on the options the visitor chooses to add further insights for reporting. Labels are extremely customizable, if you can dream it, we can do it. For example: Identify which product line clients are most interested in (and track prod...
Request email transcript
...cript for their records once it’s finished. This is very easy to set up, but please be aware that for this feature to work, you need to have the Design Studio enabled. On the admin dashboard, click on Settings (1) -> Options, and scroll down to the Emails to visitor section (2): Enable the “Allow visitors to request transcript of the chat” (3), and also feel free to change the subject of the email the visitor will receive wit...
Reserve Tier
...g>Desired outcome: You would like to incorporate various “secondary” proactive chatbots into your bot setup for a widget. You have several different, conditional proactive chatbots that provide contextual options, and each of these bots then routes to a general chatbot that collects common lead information (prior to human agent hand-off). How to set this up: Place all of the chatbots into the Reserve Tier. Ha...
How does SnapEngage’s Queue Work? – FAQ
...tor can wait in the queue? Chats can stay in the queue for 120 minutes until they idle out, if no agent becomes available in the meantime. The queue idle time is hard-coded and not related to the Chat Idle Time setting in the Options tab for ongoing live chats. What happens if my agents go offline while there are visitors waiting in the queue? If all agents go offline or on pause while there is a queue, queued chats will be closed immediately. A...
Guide Bot Template: High Traffic Queue Bot
...bot in a tier above your agents to only kick in once all your agents are busy. Benefits: Set customer expectations to lessen frustration Direct customers to alternative sources of help Direct some customers to lower priority options if they don’t have urgent issues Alert customers to major outage or problem conditions Setup Notes: If you have agents online and available to chat (i.e. there is no queue), chat with agents will be available a...
Guide Bot Template: Appointment Scheduling
...alls/demos/meetings booked Ensure that prospects are paired with the agent who is the best fit for their needs to improve the buying experience and reduce time to close This bot does not provide appointment setting / calendar options directly, but instead relies on your pre-existing online appointment setting service. Most sales and marketing products provide some sort of meeting scheduling tool for your teams. However, even Google Calendar has a...
Minimized proactive chat invite
About This Article This article explains how to set a minimized proactive chat invite. Proactive chat is one of SnapEngage’s greatest features. It allows you to send visitors customizable invitations to chat based on many different factors, including URL, Country, and Javascript variables among many others. And those prompts can be routed to specific agents, tags, or even bots. Currently, we offer two proactive chat invitations: “cla...
Visitor Identity verification
...he user’s email or user_id to perform the lookup, a timeout value, and whether or not the token can be used more than once. How to enable Visitor Identity Verification In the Admin Dashboard, under Settings, head over to the Options tab. Check the box called Visitor Identity Verification. You will need to decide whether you want to use the Case Email as a Verification Property, or a Javascript variable (for example if you use User ID, etc.) Choo...
Useful Chat Commands
About This Article The purpose of this article is to provide a comprehensive overview of useful commands to use with SnapEngage. The following is a list of useful commands to use with SnapEngage. In the Conversation HUB, you have buttons available for those options. Use while chatting with your website visitors: \email – The agent can enter the visitor’s email address so that it is saved. For exampl...
GDPR Recommended practices
...eature unless you are very transparent on the privacy policy when the visitor accepts to start the chat. What we recommend here is to ask for explicit consent and explain this feature is on, or turn it off completely from the options tab. What about proactive chat? For proactive chats, or manual chats that don’t have a pre-chat form, we recommend using the Approval checker. With the approval checker, you will require your visitors to accept...
Benefits of Using SnapEngage
...includes perception of your brand. We’ve now made it easier than ever to tailor the chat experience to your brand with the recent unveiling of the SnapEngage Design Studio. This exciting new release infuses our customization options with powerful new design tools to help you fully customize your brand’s chat experience. Design Studio (featuring an intuitive WYSIWYG editor) allows you to create fully customized chat boxes, pre-chat/offline forms,...
Payment Methods We Accept
About this Article- This article goes over accepted payment options and invoicing. We accept all major credit cards: Visa, MasterCard, Discover, American Express, as well as PayPal and ACH payments-for USA clients only. For purchases of $1,000 or more we would be happy to send an invoice. All invoices can be paid by wire transfer. Customers in the United States can also pay invoices by check or electronically. Your subscription with SnapE...
Gather Additional Information with Javascript Variables
About This Article The purpose of this article is to provide a comprehensive overview of how to gather additional information with Javascript Variables. SnapEngage automatically collects data about the visitor you’re chatting with, but sometimes it can be useful to collect additional information that is more specific to your needs. This additional information is collected in the form of Javascript variables, and can be anything you like, s...
Populate additional custom tags from agent links from SnapEngage
...hat start and the first response of the agent {chatTranscript} = Transcript of the chat (or empty) {sourceType} = Either Message or Live_chat If you are looking to make a custom variable a clickable URL you can do this in the Options tab of your Admin Dashboard for the Agent Link. We accept JS variables as part of the URL. With this it gives the agent information about the customer (based on the ID) directly in the Web Client or even with a shopp...
Add SnapEngage Live Chat to your Unbounce Landing Page
...e now ready to start chatting with the visitors on your Unbounce landing page! You can read more here about starting the chat immediately when your landing page loads using the SnapEngage.openProactiveChat() call or for other options. Do you have any questions regarding the installation process? Email us or start a chat – we are happy to assist!...
Add SnapEngage Live Chat to your Instapage Landing Pages
About This Article The purpose of this article is to provide a comprehensive overview of how to add SnapEngage chat to your Instapage Landing Pages. Point and click your way to professional quality landing pages. InstaPage is easy enough your grandma can use it, yet powerful enough your boss will approve. Now you can easily add your SnapEngage live chat widget to your InstaPage landing pages, just follow the steps below! 1) Once you are logged i...
Getting Started – Part 1: Installation Guide
...” button (1). Or email directly to your developer (2), of course. The code should look something like this: *For Advanced Users, and those with Web Developers You may be interested in the JavaScript API options on our Developer API knowledgebase. 3. Install the Code Snippet Then, you will paste the Code Snippet onto your website. In most cases, you will want to place it in an “included” footer file so that the c...
How to integrate SnapEngage with your Email
...you what pages the visitor went to, if the chat was transferred to you, etc… Usually whatever is shown to the agent, but not not seen by the visitor (“System Messages”), is in green. The “email sender options” are how you would like to have the transcripts come through. Since Gmail and AOL can sometimes block the forwarding of an email, we recommend using Send transcript from [email protected] If your account...
Security, Frequently Asked Questions
...Yes, the policy is reviewed by different staff on a monthly basis to ensure the policy is known, understood, and any compliance issue are escalated. How can I increase privacy? There are four ways to add extra security in the options tab of your Admin Dashboard under the Extra security section. 1. Require sign in to view support request If enabled the case can only be accessed after an admin logs in. If the option is not checked, then anybody wit...
Supported variables for integration mappings, shortcuts, and proactive chat
...ed the chat on 2. JavaScript. Here you can send over info captured by JavaScript variables from your pre-chat and offline forms. Variables must be added in the Collect additional information area (Settings > Options) first before you can see them in the custom mapping dropdown. Refer to this doc to set this up 3. Text. Use this to send over text to a field of your choice. 4. Operator variables. Agents can...
How to integrate SnapEngage with Jira
...ver. Then press Authenticate. Now you should see a popup dialog. Jira will ask for your permission to give SnapEngage access. (It may ask you to login to your Jira account first.) Choose Allow. Step 5: Set up your Integration options You can stop here or you can go to the Configure Integration section. The “Configure Integration” section will let you choose how you would like the data to be sent to your email integrations. You will see “Send cha...
SnapEngage Hub App within your Zendesk account
...now you can. Follow the steps below to set it up. Click on the gear wheel in the left side bar Click on the Marketplace and search for SnapEngage Click on SnapEngage Hub and install the app. Once installed you will see some options here where you can name the app and set restrictions. Click “Save Settings.” Under My Account > Security > Access Rules enable “Allow loading of SnapEngage within an iframe” and click sa...
Getting Started – Tips and Best Practices
...your colleagues and fellow agents in your team chat can save you a lot of time as well. Don’t let your chat idle out accidentally. Chats will end based on the Chat Idle Time which the administrator can configure in the Options tab. But this should never become a problem for an active chat. For example, 10 minutes is far too long to leave a customer sitting there staring at an idle chat box anyway. So if you’re still looking into some...
Setting up and using Knowledgebases
...d select either” Search Solutions” or “Search Knowledge Articles” as a knowledge base source. Save the changes by clicking on the green “Save Changes” button in the bottom right hand corner. You have 3 options to choose from : Lightning Knowledge articles which are internal and don’t work with the answer bot. If the agents are logged into Salesforce, they will be able to search internally for answers during a chat. S...
The “Call Me” Feature
...ld.) Don’t forget to Save after completing the steps above! How can a visitor start a call? As a visitor, you will need to click the hamburger menu (the three dots next to the text field) which will bring up the list of options shown below: The visitor will then need to follow the steps and enter his phone number to start the call. How can I remove Call Me? To remove the Call Me for an individual agent, simply remove the agent’s phone...
Data removal for GDPR
...admin or have the right permissions, you will see checkboxes allowing you to delete, once you select one or all on the page, you will see the erase visitor data button Data retention period On the admin Settings, under Options, Data Removal (3), you can choose how long you would like to keep the data for, in line with your GDPR requirements. (4) “Delete visitor data after it is successfully sent to destination” This feature (Av...
Avoiding Offline Requests
...Best Practices guide, and have your Agents read it as well! Why can’t I avoid 100% of Offline Requests? We’ll illustrate with a (hopefully) simple example. Let’s say you have your widget set up with all the options outlined in the previous section. Your dynamic button’s offline image is “No image,” and your Chat goes to Unavailable when there is 1 Visitor in the Queue. How do we end up with an Offline Request...
Are you getting the most out of SnapEngage?
...r experience with your chat agent. You need to know how your agents are performing, we get that, so we created the Agent Survey. After a chat closes, your visitor may rate the agent’s performance — rating options currently include: 5 stars, 1 through 10, or Sad-face to Happy-face. The visitor may also leave a comment if they’d like to. Learn more about Agent Survey. Also, keep better tr...
Configuring and Using Secure Data Transfer
...This feature is only available on Professional and Enterprise Plans. Admin Dashboard Configuration To activate the Secure Data Transfer feature, login to your SnapEngage account and navigate to Settings -> Options. The Secure Data settings are located near the middle of the page: Simply click on the checkbox to the left of the forms you would like available to your agents and then click on the green “Save Changes” button in th...
Generating, Changing or Deleting Your SnapEngage API Token
...API Token: Generating Your Token Before you have a token, you will see something like the below, with just an option to generate a token: Once you have generated your token, the page will look like this: You will have options now to regenerate your token, delete your token, or copy it to your clipboard. Regenerating Your Token Should you choose to regenerate your token, you can do that on this page. It is VERY important to note that anyth...
Adding Proactive Chat to 404 Pages
About This Article The purpose of this article is to provide a comprehensive overview of how to add Proactive Chat to 404 Pages. How to Add Proactive Chat to Your 404 Page Adding proactive chat to 404 pages helps reduce visitor frustration and keeps visitors on your site longer. You can configure an automated proactive chat invitation on your 404 page by adding a javascript variable to your 404 page and configuring a proactive trigger within you...
Offer chat on a country basis
...er reason you might just want to offer chat only to visitors from specific countries. Or similarly, you might want to exclude a few countries from chat. This is actually something that you can do with SnapEngage! We offer two options which really are two sides of the same coin. You can either ask us to allow chat only for certain countries (“white-list” those countries) or exclude some (“black-list” those countries). For e...
Delete visitor data after it is successfully sent to destination
About This Article The purpose of this article is to provide a comprehensive overview of deleting visitor data after it is successfully sent to its destination. At SnapEngage we value our clients’ and visitors’ trust and privacy greatly and we do everything possible to increase security. We have, however, gone one step further to make sure you are in complete control of your data and decide what is best for you and your customers.
How to add a background image in Design Studio
..., click the edit button on the theme you want to edit. When the preview opens up, Click on the CHAT BOX tab and then GLOBAL BOX SETTINGS in the right sidebar Once you click on GLOBAL BOX SETTINGS, you will see a drop-down of options. Head down to the background section and click on Image. Then click on the + sign and select your image. We recommend that you use a 500W x 800H image but we can work with just about any size image. You can even adju...
How to: Read chat transcripts
...nglish in their Firefox configuration. 5. Collected Visitor Information Variables: Lists the javascript variables that are declared under the “Collect More Information” section under Settings > Options. Javascript variables can be populated dynamically or manually entered by the client on either the pre-chat or offline form. 6. Chat Categorization. Labels: Allows agents to categorize chats before t...
How do I open the chat window programmatically?
...ng>Do not set the offlineFallback parameter to let it default to false. SnapEngage.openProactiveChat(true); Hook onto an <a> link: You will probably want to call the function with the forced and offlineFallback options set to true. That way, if someone clicks the link when you have no agents available, they can still contact you through the Offline form. SnapEngage.openProactiveChat(true,true); *Note: If you have not update...
How to: Hide button on mobile
About This Article This article explains how to hide the button on a mobile. If you are wanting to hide the mobile button, you will need to edit the code snippet you place on your website. Below are 2 options for doing this. Use this snippet to hide the button on mobile AND disable proactive chat <!-- begin SnapEngage code -->; <script type="text/javascript"> (function() { var se = document.createElement('script'); se.type = 't...
How to: Delete a Widget
...first, you will need to do the following: Rename the widget as DELETEME For our team to have the ability to the delete the widget, the name needs to be exactly DELETEME. You will need to go to Settings -> Options -> and then change the Widget Name. Once this has been renamed, we can delete it. Chat with Our Team Once you have renamed the widget, start a chat with us and we can delete it straight away. This...