SnapEngage Support Center

Along with the “Shortcuts”, the “Team Chat” and the “Agent Alerts” (which you can set up on the Options tab) , there is yet another tool that you can provide your agents with, in order to make their work easier and / or remind them of important information. That is the “Agent Links” which can also be found …

Here is an overview of the Conversations Hub portal.

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Proactive Chat

Proactive chat is a really powerful tool to improve chat engagement. Visitors are much more likely to respond to a message sent on behalf of an agent, than to start a chat manually. As Proactive Chat is such a large feature, we have separated the documentation in to several sections.

Basic Configuration

Basic rule configuration in Proactive Chat…

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 a “spanish” tag that is defined on your Spanish site to route a chat to an agent with a corresponding “spanish” tag. As this is an advanced feature, we have …

Here is an overview of the Conversations Hub portal.

…

Proactive Chat

Proactive chat is a really powerful tool to improve chat engagement. Visitors are much more likely to respond to a message sent on behalf of an agent, than to start a chat manually. As Proactive Chat is such a large feature, we have separated the documentation in to several sections.

Basic Configuration

Basic rule configuration in Proactive Chat…

The GDPR approval bot allows you to ask visitors for consent before starting their chat, even on proactive chats. The visitor will no be able to start a chat, until they have confirmed they have read and understood the message. The configuration for this is done from the admin dashboard, under Agent settings –> Chat assignment.

You …