Home > Change chat systems: G-Talk to the Chat Portal

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(Last Updated On: September 15, 2017)

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 – Google Talk widget within Gmail.com went away. Agents will still be able to use Google Talk with SnapEngage through a third party app (including Adium or Trillian) but only until October 31, 2017
  • November 1, 2017 Google is removing the Google Talk app entirely and the SnapEngage integration will no longer work, even with a 3rd party app. Agents will need to transition to the SnapEngage Chat Portal no later than midnight on October 31, 2017.

Step 1. Open up the admin dashboard and head over to Settings > Agent Settings > Chat Agents menu. Here you will see a list of your agents.

Step 2. Locate the agents that are using G-Talk and click the orange “Edit” button

Step 3. After you click the edit button, you will see a pop-up appear with the agent info. On the first line, “Chat System”, there will be a dropdown where you can choose the SnapEngage Chat Portal. Once you have made the change, hit save.

Step 4. Direct the agent(s) to log in at www.snapengage.com so they can access the chat portal and start to take chats. If there are any password issues, you can send your agent a password reset. If you are looking for videos to get your agent(s) trained on the chat portal, those can be found here https://help.snapengage.com/videos/

Please note that if you have proactive chat rules that are assigned to specific agents via the Advanced Settings, you will need to reassign them.

That’s all there is to it. If you have any questions or concerns about this change, please feel free to chat, email or call (855-667-6268) our support team.


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Published May 12, 2017