Article Categories

Chat Basics
Intermediate
Advanced
Account

Recent Articles

How to: Agent Links

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 …

Read More

What is the Solo Plan?

Going Solo

The SnapEngage Solo Plan is perfect for small businesses or independent artists. In this article you’re going to find out more about what this plan entails, its features and ultimately whether or not it’s the right plan for you.

Small but Powerful

The Solo Plan is essentially a compact version of SnapEngage’s powerful live chat client, at an …

Read More

Change chat systems: G-Talk to the Chat Portal

If you are wondering how to switch an agent from G-Talk to the SnapEngage chat portal, then you’ve come to the right place. Below is a step by step guide on how to do this. Keep in mind, this must be done by an admin in the dashboard and below are some key dates to note.

  • June 26, 2017
Read More

How to: Read chat transcripts

How to: Read chat transcripts

Chat transcripts (also known as chat logs) are a powerful tool which, if analyzed correctly, can help your chat agents be more efficient. This in turn provides a better visitor experience, which is why we do what we do! From an agent’s perspective, they can be helpful as a point of reference for previous chats …

Read More

Featured Articles

Change chat systems: G-Talk to the Chat Portal

If you are wondering how to switch an agent from G-Talk to the SnapEngage chat portal, then you’ve come to the right place. Below is a step by step guide on how to do this. Keep in mind, this must be done by an admin in the dashboard and below are some key dates to note.

  • June 26, 2017
Read More

How to: Read chat transcripts

How to: Read chat transcripts

Chat transcripts (also known as chat logs) are a powerful tool which, if analyzed correctly, can help your chat agents be more efficient. This in turn provides a better visitor experience, which is why we do what we do! From an agent’s perspective, they can be helpful as a point of reference for previous chats …

Read More

How to: Know who ended the chat

We have recently added a new piece of information in the chat transcript. You are now able to see who ended the chat (agent, visitor, idle time-out).

Simply head over to the Logs section in the admin dashboard and click on the blue Chat link to look at the chat transcript.

admin 1

Then look towards the bottom of the transcript and …

Read More