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 …

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 …

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 

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 …

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. …

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 = 

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 …

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

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 …

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 …

The design studio provides you with certain standard fields such as name, email, question, company and phone.

JavaScript variables must be identified with unique names.
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 …

You can have your chat communications encrypted by selecting this setting in the Options tab of your widget settings:

…

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, …

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 …

Overview

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 …

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, …

***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 …