Home > Customization

How to load one widget or another depending on variables

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 …


Tracking Events with Google Analytics

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.

Tracking codes?

The first thing to keep in mind is that the tracking code could vary among three options:

  • gtag

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 (1)
  4. Change the

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: use Shortcuts

Here are the shortcut rules:

1. Only the admin can add or delete a shortcut from within the Admin Dashboard.
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, but keep in …


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 the chat button on a page

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 …


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.
  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 for reactive chats: Configuration

Routing by Tag is an advanced feature, available only on Premier or higher 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


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 …


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 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 …