Home > Chat Agent Docs

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 …

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How to Assign Visitor Chats to Agents based on Language

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This 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

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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

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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:

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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 …

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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 …

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Chat Agent Actions: Transfer, Ban, and End Chat

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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 …

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How to ban visitors

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This article goes over both methods available to ban a visitor.

 

There are two ways of banning visitors from chatting with you :

ban button or ban command

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

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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 …

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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
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Operating System and Browser Support for Snapengage

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This 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, …

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Overview of the Dashboard UI

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This article will cover the layout in detail of each part of the Admin Dashboard and how to set each.

 

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 …

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Transfer Reports

About this Article-

This 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 …

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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 …

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Configuring and Using File Exchange

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This 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 …

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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 …

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