Proactive Chat

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 Configuration

Basic rule configuration in Proactive Chat…

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 …

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 …

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 …

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) …

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 …

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 …

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**

Do you need your visitors to check a box before starting a chat? (this may be a requirement for GDPR, for example)? Then this is really easy to do using the Design Studio (you will …

Hub

Hub is the newer, sleeker version of our Chat Portal, allowing your agents to chat in style without sacrificing performance. This is where the magic happens.

To test out the Hub, just click on the button in the upper right-hand corner (1).

and then click “Let’s do this!” (2)

Let’s start the tour

When you first sign in, …

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 …

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, SMS text-to-chat and WeChat.

While your clients can reach out to you through all those channels, your agents still need to …

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 admin dashboard and click on the blue Chat link (1) to view the chat transcript.…

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 …

You now have the ability to manage your own API token for SnapEngage. The first step in doing so is making sure you actually need an API token to accomplish your goal. You do NOT need a token to work with the SnapEngage Javascript API or POST API.

Additionally, the Provisioning and Get Chat APIs will still need their own …