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 –

Let us assume that we have two agents set up in a widget; Jasmin and Jon each with a different set of tags.

Jasmin has been tagged with “spanish” and “gold” and Jon with “spanish” and “spanishexpert”.

To illustrate how reactive chats are routed when using tags, we shall explore a handful of different scenarios in which one of them …

Let us assume that we have three agents set up in a widget; Jasmin, Jon and Dante. All three of them have been assigned with tags based on the languages they speak and whether they should be handling support or sales chats.

Jasmin has been tagged with german, english, sales and support, Jon with english, french, spanish, mandarin and support…

Routing by Tag is an advanced feature, available only on Premier Accounts, which enables routing of chats to the most appropriate agent based on skill-set, language, specialty etc. Setting up this feature requires configuration in the SnapEngage Admin Dashboard and can also be used in conjunction with functions inserted into your website code.

Step 1. Enable the Feature

To …

Along with the “Shortcuts”, the “Team Chat” and the “Agent Alerts” (which you can set up on the Options tab) , there is yet another tool that you can provide your agents with, in order to make their work easier and / or remind them of important information. That is the “Agent Links” which can also be found …

**This is for Legacy users only. Users who signed up prior to 1/4/17. If you have the Design Studio, then your buttons, chatbox and forms will be mobile optimized automatically.**

The Mobile Browser section within the Style tab allows you to customize your mobile browser chat experience. Here, you can choose to permit chat for mobile users and modify the …

If you prefer not to use a pre-chat form, you can disable the feature in the “Style” tab, under the “Chat Box Settings” section.

Please note, in order to disable the pre-chat form, you will need to fill in the “First chat message” box before saving. If the “First chat message” box is blank, the changes you …

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 the account on Business and Plus plans, and for all other admins on Premier plans. For Solo plans admins, check this out, and for agents, head over to this article.

You will see that …

It is important to note that it is impossible to avoid 100% of all possible Offline Requests. 
In this doc, we will advise you on tips and best practices for avoiding as many Offline Requests as possible (if that’s what you’re after), and also explain why it is impossible to avoid every single offline request.…

Enabling Agent Reassignment will reduce the amount of missed chats, which will boost customer satisfaction! The reassignment will be triggered in case the Chat Agent doesn’t reply to the chat after a specified amount of time. The system will search automatically for the next available Chat Agent. There is the possibility for the Chat Agent who didn’t answer the chat …

There are two types of chats, proactive chat and reactive chat.

Proactive chats

Proactive chats are first assigned to agents with the least number of chats.

Ex: Mia has one chat and Chris has no chats. If a visitor comes to the website they will see the proactive chat prompt from Chris.

All things being equal, proactive chat assignment is …

To disable agent chat notifications for visitors browsing or reloading your website, navigate to your Style Settings.

In the Site Settings section, turn off “Show notifications to Agents when the Visitor browses or reloads pages on your site”

Scroll to the top of the page and Click Save.…

Priority Tiers are available in plans Plus and above, so in case you don’t see them available in your account, double check the Plan you are on.

When you set  up priority tiers, all incoming chats in that widget will be routed directly to agents in Tier 1. Once all the agents in Tier 1 are maxed out – reached …

To get started, you will want to configure your agent(s) to use the SnapEngage Chat Portal. Login to your Admin dashboard. On the left, go to the Settings tab.The page that appears will be your Agent Settings – Chat Agents page. Please click the blue Add chat agent button.

For Chat System, please select SnapEngage Chat Portal. This will …

***This is only available on legacy customers that have the Style tab.If you are on the Design studio, it will  be disabled by default.***

You can deactivate the “Email us” button on your pre-chat form if your agents are available with this setting in the “Style” tab of your widget settings:

Don’t forget to Save!!

 …

To continue a chat session across subdomains, just go to the Style tab of your Admin Dashboard and select ‘Enable chat session to continue across sub-domains of your site’.

Be sure to enter your domain without the www. like: domain.com.

Update: We have added the ability to enter multiple domains in this field. This means that you can enter …