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The purpose of this article is to provide a comprehensive overview of how to set Agent Sub-statuses.
The sub-status feature is available on Enterprise plans, please come and chat with one of our team members if you’d like to hear more or upgrade at snapengage.com
SnapEngage account owners have the ability to add sub-statuses for their agents. …
READ FULL ARTICLEThis article goes over how to use routing by tag and widgets to assign chat to an agent based on language.
If you offer chat in multiple languages, you can make sure that chats are assigned to agents who actually speak those languages using multiple widgets or using tags within one widget.
1. If you are on
…This article will cover labels under the Settings > Hub tab.
Labels is a really powerful new feature to allow your agents to categorize conversations sent to your CRM, Help Desk integration or in your CSV logs exports. In this article, you will find some of the common uses for labels, as well as some tips …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to Make the most of Team Chat.
When you are using the SnapEngage HUB, making good use of the Team Chat feature could significantly improve you and/or your team’s performance.
(And if you’re not using the SnapEngage HUB, now is a great time to …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of tip on how to become a Superstar Agent.
You are receiving this article because you have been recognized as someone of extraordinary character, a person destined for great things. You are a special agent equipped with the power to enable awesome, but 1st …
READ FULL ARTICLEThe 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.
\email – The agent can enter the visitor’s …
READ FULL ARTICLEThis article will cover the functionality of three major agent actions. Transfer, Ban, and Bye.
To transfer a live chat to another team member, click on the Transfer button on the lower left hand side of the Conversations Hub during a live chat to open the Transfer Window
From the …
READ FULL ARTICLEThis article goes over both methods available to ban a visitor.
There are two ways of banning visitors from chatting with you :
You can ban a visitor from chatting with any of your agents for 30 days by sending the \ban command or clicking the ban button in Conversations HUB…
READ FULL ARTICLEThis article will cover the Guided Browsing feature that redirects the visitors page while in a chat.
Chat agents can use the Guided Browsing feature to redirect the visitors page while in a chat. To redirect them to a different URL the chat agent can use the /goto command. If your SnapEngage JavaScript is installed on …
READ FULL ARTICLEThis article will cover the list of cookies set by SnapEngage .
This Cookie Policy explains how SnapEngage (the application) uses cookies to operate the chat and recognize your visitors when they visit websites or applications where you have installed SnapEngage. It explains what these technologies are and why the SnapEngage service uses …
READ FULL ARTICLEThis article goes over what OS systems and browsers are compatible with SnapEngage.
SnapEngage is running on web browsers and is therefore independent of your visitor’s operating system. Our test systems cover a wide range of hardware and different operating systems, including Microsoft Windows XP with modern browsers, Windows 7, Windows 8, Windows 10, Microsoft Windows Vista, …
READ FULL ARTICLEThis article will cover the layout in detail of each part of the Admin Dashboard and how to set each. The admin dashboard is how you not only how you configure a widget but it’s also where you can view stats and analytics.
Admin Dashboard Overview
Let’s have a look at how to navigate through …
READ FULL ARTICLEThis article goes over in detail how the transfer reports tab works under Analytics > Agent performance > Transfers. Will go over and break down what each means in detail.
If you have enabled transferring of chats between agents, you can track who is transferring, how frequently, which chats, etc. using the Transfer Reports in the …
READ FULL ARTICLEThis article will cover the Secure Data Transfer feature which allows your agents to safely collect confidential information from your visitors right in the chat window.
SnapEngage’s Secure Data Transfer feature allows your agents to safely collect confidential information from your visitors right in the chat window. This feature keeps your business compliant with the latest data …
READ FULL ARTICLEThis article goes over in detail where to enable & how to set to use file our file exchange option.
SnapEngage makes is easy to exchange files during a visitor chat. With just a click of a button your agents and website visitors will be able to upload and download files directly with one another without having …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add or remove an agent.
Agents are what we call the people who will be using SnapEngage chat to help your customers with their questions. They are the front line of customer service, so you want to set them up …
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