Please click on the link below to download a PDF of the implementation guide for your Snapengage Essentials account.READ FULL ARTICLE
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We are updating the Conversations Hub to improve the UI and usability. The main change is to the left side column where you will now find all your conversations, whether active, recent or internal in one view.
You can see a preview of the upcoming changes in the screenshot below:
- The visitor chat and team chat tabs have
Under the integrations tab, you will find the “End Chat Delay” setting. When the delay is on, all completed chat cases will be “held” for a specified number of minutes before they are sent to active integrations (e.g., Salesforce or Zendesk). This delay allows the visitor time to complete a post-chat survey so that they survey response can be …READ FULL ARTICLE
Our request email transcript feature allows visitors to enter their email during a chat with an agent, so they can receive a copy of the transcript for their records once it’s finished. (Please be aware that it is not live to everyone yet)
This is very easy to set up, but please be aware that for this feature to work, …READ FULL ARTICLE
The 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 ARTICLE
The post chat transcript or caselink URL is a detailed overview of the chat. It includes the chat transcript, visitor info, who ended the chat and more. We recently updated these the look and feel of the case link URL to have a modern feel.
Old Case link URL view
New Case link URL view
If you would like to …READ FULL ARTICLE
Our Agent status API provides you with the ability to send and receive status information to SnapEngage via the API.
At the same time, The case event API allows you to receive information of when an agent receives a chat and when chat is closed.
This can be very useful, if your agents work on different systems, and you need …READ FULL ARTICLE
****If you would like to test our BETA Chat Bot API, please start a chat with us or email us at firstname.lastname@example.org****
Our chat bot API allows you or your developers to create your own chat bot or build a connection with 3rd party bot providers. Through the API the bot can take chats from your website visitors, respond to …READ FULL ARTICLE
If you are familiar with our Developer website, you may have seen we have different APIs, among them, the Logs API which allows you to download logs from your widgets on a given timeframe, or even connect them to a third-party software.
Here, you will get the information on how to test the API and make the calls to …READ FULL ARTICLE
Here is an overview of the Conversations Hub portal.
…READ FULL ARTICLE
Proactive chat is a really powerful tool to improve chat engagement. Visitors are much more likely to respond to a message sent on behalf of an agent, than to start a chat manually. As Proactive Chat is such a large feature, we have separated the documentation in to several sections.
Basic ConfigurationREAD FULL ARTICLE
The GDPR approval bot 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 ARTICLE
Whether you’re new to SnapEngage, or new to Live Chat in general, we want to make sure that you get the most out of our solution. In this document you will find some of our collective wisdom on how to use your Live Chat most effectively.
Get familiar with the Hub
Although it might sound obvious, it is important that …READ FULL ARTICLE
With a modern look, an easy interface and separate panels, the HUB is a newer and easier way for agents to respond to chats. In this article, we will see why the HUB is better than the chat portal. Find out how to upgrade here.
Favicon showing status and notifications of new chats
On your browser, you will now …READ FULL ARTICLE
Info-Capture Chatbot Overview & Setup
The new SnapEngage Info-Capture Chatbot provides an easy way for B2B and B2C companies to capture website visitor information even when no human agents are online and available to chat. Businesses can rely on the Info-Capture Chatbot to supplement agent resources 24/7 during peak and off-hours, and ensure that critical visitor information (like email address) …READ FULL ARTICLE
There’s a lot of information in regards to GDPR out there as this topic is very complex, and it is different for each of our clients. Your company has most likely done extensive research, and perhaps been in touch with legal advisors, on how to handle SnapEngage data and when to delete it.
The following advice should not be …READ FULL ARTICLE
One of the key points of GDPR is that companies should only keep data for as long as they need it, see our best practices article. SnapEngage has different data retention and deletion tools in place for you to use.
Delete on the logs page
If you are an admin, or have the right permissions, when clicking on Logs …READ FULL ARTICLE
Add a checkbox onto the pre-chat/offline forms for GDPR compliance
**For proactive chats or manual chats with no pre-chat form, see this article**READ FULL ARTICLE
The Conversations Hub
The Conversations Hub allows your agents to chat in style without sacrificing performance. You will definitely enjoy how easy it is to navigate and use the Hub, due to its modern design and a layout with separate panels. You’ll learn about all this in our guide, so let’s begin!
Let’s start the tour
When you first sign …READ FULL ARTICLE
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 …READ FULL ARTICLE
Your SnapEngage account allows you to use various communication channels to connect with your clients. Besides live chat installed on your website, you can now talk to your customers via your Facebook page and the Facebook Messenger, Zalo, SMS text-to-chat and WeChat.
While your clients can reach out to you through all those channels, your agents still …READ FULL ARTICLE
An important note if you have a legacy custom form across any of your widgets: Updating to the Design Studio will replace your existing custom form. Before activating the Design Studio, we recommend reviewing your custom form setting so you don’t lose any important information or functionality.
Here at SnapEngage we are incredibly excited about this new tool. You may …READ FULL ARTICLE
Additionally, the Provisioning and Get Chat APIs will still need their own …READ FULL ARTICLE