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How to: Set Up the Pre-Chat Form

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


Safari 11 sound issues

If you recently updated to Safari 11 you may have noticed that you no longer get sounds in the chat portal. This is because of a new default Safari feature that disables auto-playing sounds. To fix this issue, follow these steps.

  1. Click on Safari > Preferences in the Safari toolbar
  2. Click on Websites
  3. Click on Auto Play
  4. Change the setting 

How to: Remove Facebook plugin

Follow these instructions to remove the SnapEngage Facebook plugin from your Facebook page. Note, this is for user’s using the Facebook plugin found under Settings > Integrations > Plugins and not the Facebook Messenger integration under the Channels tab.

1. Go to your Facebook fan page
2. Click on Settings located above your page header

3. Located the Edit Page …


In what languages is SnapEngage available?

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


How to: Shortcuts

Here are the shortcut rules:

1. Only the admin can add or delete a shortcut.
2. Each message can be up to 450 characters. (If you want more information you can split the message between two canned responses.)
3. There is no limit to the number of shortcuts that can be added.

Here is how to add a shortcut:

1. …


How to: Hide button on mobile

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

<!-- begin SnapEngage code -->;
<script type="text/javascript">
  (function() {
    var se = document.createElement('script'); se.type = 'text/javascript'; se.async = 

How to: Hide button on a page

If you are looking to hide the SnapEngage button on certain pages on your site, you need to modify your code snippet a little bit. Below is the code you need to use and don’t forget to sub in your widget ID and the page URL you are to hide. This will also remove proactive chat from this page as …


How to: Enable email notifications for chat queue

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.

  1. In the Admin Dashboard, head over to Settings > Agent Settings > Chat Assignment. chat queue
  2. Then scroll down to the “Waiting Queue Team Status” section

How to add a background image in Design Studio

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 Studiods1

Next, click the edit button on the theme you want to edit. ds2

When the …


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 …


Localizing your Custom Design

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 …


Fix color and style errors in the Chat Box

If you’re seeing the wrong color, (or any unexpected style) inside your SnapEngage PreChat Form or Chat Box, then there’s a good chance you have a style declaration on your website which is making that happen.

For example, let’s say that links inside your Chat Box are the wrong color, and maybe they show up as green or yellow or …


How to add a post-chat survey with Google Forms

Update 9/28/17  This feature will NOW work with Design Studio.

While we are working on our own built-in post-chat survey option (stay tuned for this feature in the near future) 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, …


How do I change the header title of my chat form?

Inside the Style tab in the Admin Panel you will find the Default chat forms we have added for you!

In this doc we will show you how you can change the header on any of those chat forms by using a simple Javascript API code that you can add to the main SnapEngage code.  So instead of having a  …


How to disable the lightbox background effect on the pre-chat form?

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 …


How do I open the chat window programmatically?


There are a few ways to start a chat using our Javascript API’s after you have the SnapEngage code installed on your website. Your usage may depend on exactly what you’re hoping to do, but in most cases we recommend using the following.

You can make this a call from a …