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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. These provide details of the tasks that agents are working on, which then makes it easier for admins to run …


How to: Use Labels

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 and tricks for getting the most out of your labels.

The new Labels UI for


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 give it a try!)

What follows is a list of features, and tips on how to make them work for you.

Step 1:


How to become a Superstar Agent

1. Start!

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 a little training.

Before starting to use Conversations Hub check your email with information on how to create your password and get logged …


Useful Chat Commands

The following is a list of useful commands to use with SnapEngage. In the Conversation HUB, you have buttons available for those options.

 Use while chatting with your website visitors:

\email – The agent can enter the visitor’s email address so that it is saved. For example, if an agent enters \[email protected] during a chat, this is the email …


Chat Agent Actions: Transfer, Ban, and End Chat

About This Article

This article will cover the functionality of three major agent actions. Transfer, Ban, and Bye.

Transferring a Chat

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 …


Live Chat Guided Browsing

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 the target page too, the current chat will stay open.

How to use the Guided Browsing feature:

You can use this …


What Cookies does SnapEngage set on the visitors computer?

This is a list of cookies set by SnapEngage – all these cookies are set by JavaScript, and are functional cookies (cookies that ensure the proper functioning of SnapEngage).

  • SnapABugRef, ttl=120min, recording of origin and site entry to display to chat agent for context
  • SnapABugChatSession, ttl=16min, tracking of chat in progress
  • SnapABugNoProactiveChat, ttl=30min (but to be configurable), flag to avoid

Operating System and Browser Support for 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, Mac OS X, Linux Ubuntu 9 and more. On handheld platforms, we are using SnapEngage on …


Overview of the Dashboard UI

Admin Dashboard Overview

Let’s have a look at how to navigate through the admin dashboard. Remember, this dashboard is only available for the owner of  all new plans Essentials, Professional, Enterprise.

You will see that the main navigation, complete with the Current Widget display, is located on the left side of the page. This will be the main menu that …


Transfer Reports

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 Analytics section of your Admin Dashboard. Just go to  “Agent Performance” > “Transfers”.


This report will tell you all you need to know about the trajectory of chats;  which agent transferred to which widget, …


Configuring and Using Secure Data Transfer

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 security requirements and provides peace-of-mind for your visitors.

This feature is only available on Professional and Enterprise Plans.

Admin Dashboard Configuration

To activate the Secure Data Transfer feature, login …


Configuring and Using File Exchange

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 to resort to using email or another service.

Admin Dashboard Configuration

To activate the File Exchange feature sign into to your SnapEngage account …


How to add or remove an agent

What are agents?

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 as best as you can!

Here we will go into detail on what settings you will be able to add to their …