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Change chat systems: G-Talk to the Chat Portal

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

How the tag routing works for reactive chats

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 …


How the tag routing works for proactive chats

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 Configuration

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 …


Style Guide – Mobile Browsers

**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


Disabling the Pre-Chat Form

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 …


Avoiding Offline Requests

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.…


Agent Reassignment

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 …


Chat assignment (routing)

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 …


How to set up Priority Tiers

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 …


Configuring your agent to use the SnapEngage Chat Portal

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 …


Not Show the Email Us button when agents are online

***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!!



How to have a chat continue across website sub-domains ?

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’.


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

Update: We have