This article describes a single “recipe” for using our improved multi-step Guide Bot. Each recipe is a strategic guide for deploying the Guide Bot. Please refer to our Guide Bot Introduction and the Guide Bot Configuration Guide for more general information. This recipe assumes basic familiarity with SnapEngage configuration and setup (widgets, agents, Design Studio, etc). You may need to …READ FULL ARTICLE
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The GDPR approval checker allows you to ask visitors for consent before starting their chat, even on proactive chats. The visitor will no be able to start a chat, until they have confirmed they have read and understood the message. The configuration for this is done from the admin dashboard, under Agent settings –> Chat assignment.
You …READ FULL ARTICLE
Dynamic Proactive (and Bot) Messages.
Proactive chat is a great way to increase engagement with your visitors and clients. The most engagement occurs when you make your messages highly contextual and personalized. Making your messages dynamic (with variable content) is a way to make these messages even more targeted. You can accomplish this by passing data from your site or …READ FULL ARTICLE
Here at SnapEngage, your success is always our goal. We want to make sure that you are using every tool at your disposal to achieve your goals and provide the best client experience for the visitors on your website.
A feature that you should consider using in all widgets is the Auto Responder. We highly suggest that you use …READ FULL ARTICLE
The sub-status feature is available on Enterprise plans, please come and chat with one of our team members if you’d like to hear more or upgrade at snapengage.com
SnapEngage account owners have the ability to add sub-statuses for their agents. These provide details of the tasks that agents are working on, which then makes it easier for admins to run …READ FULL ARTICLE
Deleting widgets is simple. In order to ensure you don’t accidentally delete a widget, you will need to chat with our team. One of the SnapEngage team members will need to manually delete the widget. But first, you will need to do the following:
Rename the widget as DELETEME
For our team to have the ability to the delete the …READ FULL ARTICLE
Widgets enable different configurations for different sites, products or customers. For example, a Sales widget and a Support widget.
To add a widget:
1. Log into your Admin Dashboard.
2. Click on the widget drop down and select “create a new Widget” at the very bottom.
3. At this point you will be brought to the Options …READ FULL ARTICLE
SnapEngage has an Analytics suite which allows supervisors and administrators to monitor the performance of agents, as well as chats.
We know that actionable data is vital for improving both your business and your customers’ experience, which is why we’re constantly working on improving our Analytics system, to give you better, faster, stronger and more accurate reports! (Also prettier.)
How… READ FULL ARTICLE
1. Log into your Admin Dashboard and go to Settings.
2. Select the Agent Settings tab.
3. Select Chat Assignment.
Agent Assignment Settings
- Notify all online agents for each incoming chat.All available agents will be notified of an incoming chat. Whichever agent responds to the chat first will claim ownership of this chat and all remaining agents are notified.Ex: [Chris
Here is a video for the admin dashboard feature Labels.
…READ FULL ARTICLE
Most of our customers would choose which widget they want to install where, and install them accordingly on those pages. However, if you are running more of a complex operation, where you may want to detect some specific settings to determine which widgets to load, we can help with that! In that case you may want to load one widget …READ FULL ARTICLE
We know Google Analytics is a massive piece of software and can be difficult to track events with, so we hope with this new help doc all about tracking events can help it can be a smoother process for you.
The first thing to keep in mind is that the tracking code could vary among three options:
Add a checkbox onto the pre-chat/offline forms for GDPR compliance
**For proactive chats or manual chats with no pre-chat form, see this article**READ FULL ARTICLE
The Pre-Chat Form
Tired of seeing leads come in with no email address or name attached? Want to ask the visitor what company they are from or if they agree to your terms and conditions? The Pre-Chat Form allows you to ask the visitor a series of questions prior to a live chat.
With the introduction of our …READ FULL ARTICLE
As part of the Design Studio, the widget selector allows you to let the visitor choose which team they want to speak to, provided that you separate your teams by widget.
So, let’s say you have a logistics team, a sales team, and a support team. You would create 3 widgets, and put logistics agents on one widget, sales …READ FULL ARTICLE
If you recently updated to Safari 11 you may have noticed that you no longer get sounds in Conversations Hub. This is because of a new default Safari feature that disables auto-playing sounds. To fix this issue, follow these steps.
- Click on Safari > Preferences in the Safari toolbar
- Click on Websites
- Click on Auto Play (1)
- Change the setting
In what languages is SnapEngage available?
The SnapEngage widget is available in the 30 following languages:
Arabic, Azerbaijini, Canadian French, Chinese (simplified and traditional), Czech, Danish, Dutch, English, Estonia, Finnish, French, German, Greek, Hebrew, Hungarian, Icelandic, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian (Bokmal and Nynorsk), Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Swedish, and Turkish.
Does SnapEngage support my language characters…
Shortcuts allow you to configure an unlimited set of “pre-canned” responses that agents can use to quickly reply to frequently asked questions. This means faster, more standardized responses and happier customers! Agents can use commands (or pick from a menu) to ask visitors for more information, or provide detailed answers. It’s also a great way for new agents to get …READ FULL ARTICLE
If you are wanting to hide the mobile button, you will need to edit the code snippet you place on your website. Below are 2 options for doing this.
Use this snippet to hide the button on mobile AND disable proactive chat
If you want to hide the SnapEngage chat button on certain pages of your site, you will need to add some code to your SnapEngage code snippet. Below is the code you need to use.
Don’t forget to replace the placeholder widget ID with your own widget ID, and insert the strings (words) of the page URLs you want to …READ FULL ARTICLE
If you like to keep an eye on the chat queue but aren’t always able to have the dashboard up, we have added the option to get an email notification. Here’s how to set it up.
- In the Admin Dashboard, head over to Settings > Agent Settings > Chat Assignment.
- Then scroll down to the “Waiting Queue Team Status” section
The Design Studio is the best place to create custom buttons, chat boxes and offline forms. Here’s a step by step guide on how to add a background image to your chat box.
Head over to your Admin Dashboard and click on Settings > Design Studio
Next, click the edit button on the theme you want to edit.
When the …READ FULL ARTICLE
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 …READ FULL ARTICLE
The design studio provides you with certain standard fields such as name, email, question, company and phone.
They can be short names (like x and y), or more descriptive names (age, name, zip_code). These are the names that the input content will be submitted under to the agent in the chat, or …
Our new customization tool, the long awaited Design Studio about which you can read here, has arrived. It is a powerful tool that will allow you to be as artistic as you may and make your chat box and pre-chat / offline forms best suit your website.
It is a newly released tool however and as we are still …READ FULL ARTICLE
If you would like to have your own survey at the end of the chat, you can use our ‘post chat window’ option to display custom content after the chat in the mean time.
You can display a link to a survey on your side, or we can embed your survey as an iframe. Such a survey can be custom-built …READ FULL ARTICLE
Our pre-chat form will have a light grey background to move the visitors focus to the SnapEngage window.
To disable this effect on your website just add the following call to your code:
This line should replace where it says “// Place your SnapEngage JS API code below” in the Advanced section of the ‘Get the code’ tab in …READ FULL ARTICLE
When a web-visitor browses your site and receives a proactive chat invitation from you, they will also receive a sound notification. This will also happen for any of the messages that your agents send to the visitor during the course of the chat.
This ensures that your visitors are notified of a proactive chat and any other message from you, …READ FULL ARTICLE
***If your account was created in 2017, or if you have the Design Studio instead of the Style tab, then check these instructions instead***
In order to set up SnapEngage in a different language other than the one defined in the Admin Dashboard, you will need to use the code found under the ‘Advanced‘ section of the …READ FULL ARTICLE