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How does SnapEngage’s Queue Work? – FAQ

Frequently Asked Questions

SnapEngage offers significant flexibility to how you manage your incoming chats. This document covers many of the frequently asked questions about the queue logic and how various features and situations affect it.

Can I set a limit to how many chats are allowed in the queue?

  • Yes! Under Agent Settings -> Chat Assignment -> Queue settings you
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Approval Checker

The 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 can …

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SnapEngage Support Hours of Operation

 

The SnapEngage support team is available 3AM-7PM Eastern Time (chat, phone or email).

EMAIL

[email protected]

CALL

Toll Free: +1 (855) 667-6268

Alternate: +1 (303) 647 9222

SUPPORT HOURS
(Chat & Phone )

Monday: 3am – 7pm
Tuesday: 3am -7pm
Wednesday: 3am -7pm
Thursday: 3am -7pm
Friday: 3am – 7pm
Saturday/Sunday: Closed
All times are U.S. Eastern Time.
Critical monitoring …

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FAQ Google Analytics

About This Article

This article clarifies commonly asked questions about Google Analytics.

My SnapEngage events are not being tracked in Google Analytics

Check your website to see if the Google Analytics events and SnapEngage code have been added correctly. Be sure that the Google Analytics Global Tracking Code is added directly below the SnapEngage code.

Are you using the same …

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SnapEngage Best Practices Agent and Admin

This doc is to outline some of the best practices when using SnapEngage on both the agent and admin side.

Agents

1. Tone/Voice

  • The tone and voice of the agent(s) is very important and can make the customer experience a great or not so great one. You are the voice for your company so what kind of voice do you
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How to: Delete a Widget

About this Article-

This 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

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How to know who ended the chat

About this Article-

This article goes over how to know who ended the chat.

 

We have recently added a new piece of information on the chat transcript. You are now able to see who ended the chat. Whether it was the agent, visitor, or if it was an idle time-out.

Simply head over to the Logs section in the …

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Security, Frequently Asked Questions

About This Article

This article clarifies commonly asked questions about how we secure.

What is your privacy policy?

You can read our full privacy policy here: http://www.snapengage.com/privacy

Does your solution perform validation of input and output to ensure that it is correct and appropriate to mitigate risks of cross-site scripting, SQL injection, buffer overflow, etc?

Yes, In developing SnapEngage we …

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How to view chat transcripts

About This Article

This article explains how to view chat transcripts during a live chat and after it ends.

How to view a chat transcript while the conversation is ongoing

1. Log into your admin panel.
2. Select the Dashboard tab and choose between the Single and Multi Monitor. The Single Monitor will display the chat activity of the …

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Getting Started – FAQ and Troubleshooting

This article will help you go over some of the frequently asked questions and issues some people might miss. We try to keep everything very simple and user friendly, but we understand some of the process is a bit more complicated!

We will try to address as many questions as possible in this article, but in case you don’t find …

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Analytics FAQ

About This Article

This 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, …

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