Engage, convert and support your website visitors.
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 …
READ FULL ARTICLEThe 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 ARTICLEThis article explains how set a dynamic proactive message.
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 …
READ FULL ARTICLEThis article explains how to configure Auto Responder.
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 …
READ FULL ARTICLEThe 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 ARTICLEThis article goes over how to delete a widget.
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 …
READ FULL ARTICLEThis article explains widgets and how to add, remove and rename them.
Widgets enable different configurations for different sites, products or customers. For example, a Sales widget and a Support widget.
1. Log into your Admin Dashboard.
2. Click on the widget drop down and select “create a new Widget” …
READ FULL ARTICLEThis article clarifies commonly asked questions about the analytics tab.
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, …
READ FULL ARTICLEThe Chat Assignment tab in Agent Settings gives you extensive control over visitor experience and how chats are routed to agents. This article reviews all the options in this menu.
1. Log into your Admin Dashboard and go to Settings.
2. Select the Agent Settings tab.
3. Select Chat Assignment.
This article is a video that explains Labels.
Here is a video for the admin dashboard feature Labels.
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READ FULL ARTICLEThis article goes over how to load a different widget based off 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 …
READ FULL ARTICLEWe know Google Analytics is a massive piece of software and can be difficult to track events with, so we hope these tips and tricks dedicated to tracking events can help it can be a smoother process.
The first thing to keep in mind is that the tracking code could vary among three options:
This article goes over how to set up a GDPR privacy box for usage.
**For proactive chats or manual chats with no pre-chat form, see this article**
Do you need your visitors to check a box before starting a chat? (this may be a requirement for …
READ FULL ARTICLEThis article explains how to set up a 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 …
READ FULL ARTICLEThis article explains how to configure the widget selector which allows you to let the visitor choose which team they want to speak to, provided that you separate your teams by widget.
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 …
READ FULL ARTICLEThis article explains how to fix safari 11 sound issues.
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.
This article explains what languages SnapEngage is available in.
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,
Chat 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 …
READ FULL ARTICLEThis article explains how to hide the button on a 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
… READ FULL ARTICLE<!-- begin SnapEngage code
This article explains 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 …
READ FULL ARTICLEThis article explains how to enable email notifications for the 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.
This article explains how to add a background image in Design Studio.
Head over to your Admin Dashboard and click on Settings > Design …
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 ARTICLEThe 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 …
This article explains how set the chat box in another language.
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 …
READ FULL ARTICLEThis article goes over how to set up another form as a post chat survey other than what we offer within the UI.
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 …
READ FULL ARTICLEOur 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:
CATEGORIESSnapABug.disableLightbox();
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 ARTICLEThis article explains how to programmatically open the chat window.
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.
SnapEngage.openProactiveChat();
You can …
READ FULL ARTICLEThis article explains how to turn off the chat sound notifications for the web-visitors on your site.
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 …
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 …
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