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

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 Enterprise 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

This …

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

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**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  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 …

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.…

The Agent Survey feature allows your website visitors to provide feedback at the end of each chat. The survey will be shown to the visitor regardless of who closes the chat.  The feedback is then made available to agents via the Conversation HUB and to admins via the Survey report in the Agent Performance analytics.

Troubleshooting Tip: If you

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 a new 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 …

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 when a visitor is on your site.

Example: 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 …

To disable agent chat notifications for visitors browsing or reloading your website, navigate to your Design Studio tab (or Style) under Settings.

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

Click Save.…

Priority Tiers are available in the Professional plan and above. If you don’t see them available in your account, may be on the Essentials plan or an older legacy plan.

Using priority tiers you will allow your agents to focus on their immediate tasks while at the same time reducing the chance that you will have visitors waiting in a …

***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!!

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To continue a chat session across subdomains, just go to the Style > Desktop Browser tab or Design Studio > Style Settings tab of your Admin Dashboard settings depending on your layout and select ‘Enable chat session to continue across sub-domains of your site’ (1).

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

Update: We …