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This article will cover labels under the Settings > Hub tab.
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 …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how routing by tag 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”.…
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how routing by tag 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 …
READ FULL ARTICLEThis article explains how to use routing by tag, which is used to route.
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 …
READ FULL ARTICLEThis article explains agent links which can be set to display in Hub for referencing.
SnapEngage offers an incredibly powerful way to embed static or dynamic content for your chat agents directly into the conversation Hub. This content helps to maximize their effectiveness and efficiency. Examples of this embeddable content …
READ FULL ARTICLEThis article explains how to disable the pre chat box.
If you prefer not to use a pre-chat form, you can disable the feature in the “Settings” tab, under the “Design Studio” section.
Please note, in order to disable the pre-chat form, you will need to fill in the “First chat message” box …
READ FULL ARTICLEThis article explains suggestions on how to avoid offline requests in most cases.
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 …
This article explains the post chat survey which allows your website visitors to provide feedback at the end of each chat.
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 …
READ FULL ARTICLEThis article explains the Agent Reassignment option.
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 …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of Proactive vs Reactive Chats and how each are assigned.
There are two types of chats, Proactive chat and Reactive chat.
Proactive chats are first assigned to agents with the least number of chats when a visitor is on your site.
Example: Mia has …
READ FULL ARTICLEThis article explains how to disable the visitor browsing notifications during a chat.
To disable agent chat notifications for visitors browsing or reloading your website, navigate to your Settings > Design Studio tab .
In the Site Settings section, turn off “Show notifications to Agents when the Visitor browses or reloads pages on your site”
Click …
READ FULL ARTICLEThis article explains how to use priority tiers.
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 …
READ FULL ARTICLEThis article explains how to continue chat sessions across subdomains.
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 …
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