Article Categories

Chat Basics
Intermediate
Advanced
Account

Recent Articles

How to use 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

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

New & Updated Analytics

We recently improved and updated our analytics. You may have noticed the new Visitor Experience section which includes visitor wait time and queue time. In this article, I will go over what these new stats will tell you and how we have improved Agent Performance stats.


Wait Time

Visitor wait time represents the amount of time a visitor waits after …

Read More

Enable email notifications for chat queue

If you like to keep an eye on the chat queue but aren’t always able to have the dashboard up, we have added the option to get an email notification. Here’s how to set it up.

  1. In the Admin Dashboard, head over to Settings > Agent Settings > Chat Assignment. chat queue
  2. Then scroll down to the “Waiting Queue Team Status” section
Read More

Featured Articles

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

Integrating AdWords with SnapEngage

AdWords (Google AdWords) is an advertising service for businesses wanting to display ads on Google’s advertising network. The AdWords service enables businesses to set a budget for advertising and only pay when people click the ads. The ad service is largely focused on keywords. You can read more about AdWords here.


If you have set up some AdWords campaigns, …

Read More