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How to automatically launch the chat portal at startup of your computer

Like other applications and websites, you can configure your device to also automatically start the Chat Portal.

Although chatting is fun and it easily becomes a habit to start and log in your Chat Portal, having it start automatically will make sure that you do not forget to become available for your web-visitors who will be looking to chat with …

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Introduction to the Chat Portal

Chat Portal

The SnapEngage Chat Portal is where chat agents login to chat with website visitors and with each other in internal team chat channels.

After the account administrator has set up an agent in the Admin Dashboard, the agent will receive an email with instructions on how to login.

For an introductory video to the Chat Portal click …

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Make the most of Team Chat

If you’re using the SnapEngage Web Client, 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 Web Client, 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. …

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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.

If you will be using the Chat Portal check your email with information on how to create your password and …

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Advantages of using the Chat Portal over Google Talk

The Chat Portal is our very own native Chat System. It doesn’t require any third party installations, any downloads or any other complicated integrations. All you have to do is have your admin choose the SnapEngage Chat Portal in your agent profile and as soon as they hit save – BOOM – you get an email with a link to …

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Why do I receive chats even though I am paused?

Although it will not happen often, it is possible that you will receive a new chat despite having set your status to “paused”. That does not mean that your chat portal is broken or that you are not really paused.


You may, indeed, receive a proactive chat soon after you have paused yourself in the chat portal.

Imagine yourself …

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Useful Chat Commands

The following is a list of useful commands to use with SnapEngage. The first section of commands can be used in a chat window anytime, when using Google Talk by starting a chat with Visitor1-4 and sending the command to the contact.

In the Chat Portal you have buttons available for those options, aside from the \set phone option.


Use

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SnapEngage Chat Portal – Transfer, Ban and Bye buttons

Transferring a chat

To transfer a chat to a team member, click on the Transfer button at the top right of the Chat Portal and the transfer screen will display:

agent-transfer
You can then select an agent whom you wish to transfer the chat to by clicking on the arrow icon to the right of their name. Once the receiving agent …

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LiveChat Co-browsing

Chat agents can use the co-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 co-browsing feature:

You can use this command by …

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Social Discovery

We can pull information about your visitors from Facebook, LinkedIn, Twitter, Google+, Klout and many other potential profiles.


Social Discovery

If a visitor provides their email, we can collect additional social data which can be displayed for the agent. With SnapEngage whenever someone provides you their email we now can pull all those contact details right into the chat so …

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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:

  • SnapABugRef, ttl=120min, tracking of origin and site entry
  • SnapABugChatSession, ttl=16min, tracking of chat in progress
  • SnapABugNoProactiveChat, ttl=30min (but to be configurable), flag to avoid proactively prompting visitors again
  • SnapABugChatPoll, ttl=16min, tracking of the chat in progress transcript position
  • SnapABugChatMessage, ttl=16min, message type by
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What operating system should my web site visitors use with SnapEngage?

SnapEngage is running in the web browser 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, Microsoft Windows Vista, Mac OS X on PPC, Mac OS X on Intel, Linux Ubuntu 9 and more. On handheld platforms, we are using SnapEngage on iPhone …

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How to use Google Talk with Adium on Mac

** Gtalk is no longer supported for new customers, as Google is removing their support of the API by Fall 2017. Gtalk will not be supported for any customers by Fall 2017 **

We strongly recommend our clients to use our Chat Portal in order to receive and handle chats.

If, however, for some reason you don’t want to use …

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GoogleTalk with IM+

** Gtalk is no longer supported for new customers, as Google is removing their support of the API by Fall 2017. Gtalk will not be supported for any customers by Fall 2017 **

To chat from your mobile using GoogleTalk, you can use apps such as IM+

To use IM+ you can follow these steps:

1. Download the IM+ app …

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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”.

tran1

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

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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 Plus (and higher) Plans.


Admin Dashboard Configuration

To activate the Secure Data Transfer feature, login …

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Chat Portal Activity Monitor

The Chat Portal offers a couple of useful ways to keep tabs on the number of chats in progress and the status of the various agents across widgets.


Mini-view

With just a quick glance the mini-view shows the number of chats and agents.
chat-portal-activity-mini-view
Each of the dots and their corresponding color have their own meaning.
Chats:
Blue dot – Chats

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How to add or remove an agent

What are agents? Agent

Not THOSE 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 …

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