Engage, convert and support your website visitors.
The Hub Software Development Kit (SDK) enables technical customers to build and integrate custom third-party applications within the TeamSupport Messaging and Live Chat Hub. The Hub SDK takes Messaging Hub integration opportunities to the next level and provides a level of deep customization and automation that has not been available to our clients previously.…
READ FULL ARTICLESupervisor provides a way to monitor what is going on in real time, rapidly improve agent performance and increase customer satisfaction. You can use Supervisor to observe agents’ chats in real-time to coach or correct them and supervisors can also whisper/suggest answers to agents (completely invisible to the visitor). This empowers supervisors to better support and manage large, …
READ FULL ARTICLEThis guide goes into how to use:
The SnapEngage Conversation Events API which allows developers to be notified of below conversation events from SnapEngage.
The Conversation Events API (formerly known as the Case Events API) allows you to send live chat events to a URL of your choosing. Specifically, each time certain events occur within an individual …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to open a chat from a QR Code. A QR code in the window or on a site ensures you remain open at all times. Passers-by simply scan it on their phone to immediately chat with one of your friendly live chat agents.
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.
To protect our clients and comply with all local laws, SnapEngage collects and remits sales tax in the United States where required. Nexus is determined by each state and certain states now require sales tax for products and services like SnapEngage.
Beginning March 29th, 2021, SnapEngage will be required by law to collect sales tax for members’ paid subscriptions in …
READ FULL ARTICLE*This feature is available on Enterprise plans only. Chat with us if you want to find out more!*
The Post-Chat Survey Bot is the next evolution of our Agent Survey feature. Admins can use this setting to set various end chat actions including creating a new Guide Bot to automatically gather invaluable feedback from their …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to Integrate with SAP Sales and Service Clouds (Integration 2.0).
SnapEngage has built a brand-new integration with SAP Sales and Service Clouds (formerly C4C) using SAP’s modern REST API. Automate and enhance downstream …
READ FULL ARTICLEThis article explains Reserve tiers.
*Currently, this feature is available on Enterprise plans only. Chat with us if you want to find out more!*
The Reserve Tier augments the SnapEngage priority tier routing system. It enables more flexible and powerful bot strategies, particularly when using multiple chatbots. Without …
READ FULL ARTICLEThis article explains a single sales qualification “recipe” for using our Guide Bot.
This article describes a single “recipe” for using our 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 …
READ FULL ARTICLEThis article explains the latest version of Guide Bot and whats new.
SnapEngage has released the latest version of Guide Bot and it’s been completely overhauled to help you drive value for your business. Guide Bot shortens time to interaction, time to revenue and time to resolution.
Continue reading to learn more about the December 2020 …
READ FULL ARTICLEThis article explains Tab Discarding in Chrome which is a new experimental feature developed by Google Chrome, to discard, or idle out, inactive Chrome browser tabs. The tab is discarded if it is left idle for a certain amount of time with no response. This can effect chat alerts.
Tab Discarding is a …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of label reports.
The Labels Report is a powerful tool that allows you to do more with chat. Labels are a customized way to gather more information during a conversation. They allow you to set a category for each conversation in …
READ FULL ARTICLEThis article explains Displaying Dynamic JavaScript Variables in Guide Bot dialogue.
JavaScript variables consist of data which is collected prior to a chat starting, and you can display this information dynamically to a visitor through a Guide Bot dialogue flow.
For example, below, you can see that the Guide Bot is referring to the visitor by …
READ FULL ARTICLEThis article explains the Team Router Guide Bot Template.
See the full list of available Guide Bot templates here.
Companies often have separate teams for Sales, Support or other functions. This bot prompts your visitor to select the right team and routes the chat to that team’s widget.
This article explains how to set a Second Chance Bot.
See the full list of available Guide Bot templates here.
Website contact forms are great – but sometimes they scare your prospects away, particularly if you require too much information. Use this bot to quickly capture those interested leads before they …
READ FULL ARTICLEThis article explains how to set a Sales Qualification bot.
See the full list of available Guide Bot templates here.
Ask your visitors a few simple questions to understand their goals and readiness to buy – then route the chat to the correct sales team or agent.
This article explains how to set a High Traffic Queue Bot.
See the full list of available Guide Bot templates here.
Triage customer support requests with this bot when you are experiencing a high-traffic situation and you are unable to respond to all requests in a timely manner. Place …
READ FULL ARTICLEThis article explains templates which are predesigned bot configurations for common use cases or situations
Guide Bot templates are predesigned bot configurations for common use cases or situations. You can also set up your own Guide Bot configuration from scratch using our documentation here.
Templates are not intended to work “as is”, but provide a good …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to Integrate with TeamSupport.
SnapEngage integrates with TeamSupport. Once the chat is finished, you can send the transcript to TeamSupport.
In order to configure this integration, head over to Settings -> Integrations, and choose TeamSupport.
On the server address …
READ FULL ARTICLEThis article explains the Categorize & Triage Support Requests template.
See the full list of available Guide Bot templates here.
Use this bot to help your customers categorize the nature of their support requests. Handle each type of request differently (e.g., “How To” vs. System Outage). Label chats accordingly for optimal …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of Visitor Identity verification.
Visitor Identity Verification is an advanced security and identity protection for businesses that communicate with authenticated users (signed into an application, portal, or other backend system). This feature is available with Enterprise plans. Please come and speak to us if you would …
READ FULL ARTICLEThis article describes a single “recipe” for using our 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 may need to refer to …
READ FULL ARTICLEThis 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 purpose of this article is to provide a comprehensive overview of 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 …
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 set a minimized proactive chat invite.
Proactive chat is one of SnapEngage’s greatest features. It allows you to send visitors customizable invitations to chat based on many different factors, including URL, Country, and Javascript variables among many others. And those prompts can be routed to specific agents, tags, or even bots.…
READ FULL ARTICLEThis article explains how to configure an answer bot.
Note: There is an extra per month fee for bots more details here.
This article explains how to configure an Answer Bot. An Answer Bot is a bot that allows visitors to ask questions, and then suggests articles from your knowledge base based on search terms. It …
READ FULL ARTICLEThis article explains how to configure Coronavirus Symptom Checker with the help of a Bot.
If you are in the healthcare industry, you may be fielding lots of extra patient inquiries due to the COVID-19 Coronavirus. One way to reduce the amount of chats your agents receive and more quickly qualify and assist your patients is
…This article explains how to use the widget distribution tool.
This tool is available for Enterprise clients only. Please speak to one of our advisors if you need information on how to upgrade.
The Widget Distribution tool allows you to have an origin widget installed on your site and use it as …
READ FULL ARTICLEThis article explains how to set up a HIPAA SMS to chat number.
SMS is one of the various Communication Channels you can use with SnapEngage to connect with your clients. The SMS to chat feature allows visitors to text a number, and start a chat with SnapEngage via their phone, the SnapEngage agent receives the …
READ FULL ARTICLEThis article explains how to set Labels to use with Salesforce.
If you combine our Labels feature and our custom mapping, the results are limitless! Did you know you could set up a case to close directly on Salesforce from the chat itself? Or that you could map custom fields on Salesforce with information that the …
READ FULL ARTICLEThis article explains how to set up your account on an European server.
We do offer the ability to migrate your account to our EU server. By default, your account is hosted on US servers, but we can migrate the entire account to EU. If you want more information please start a chat with us so …
READ FULL ARTICLEThis article explains how to set up the Chat Bot api for third party bot usage.
Currently, our Chatbot API is only available on our Professional and Enterprise plans. Essentials plans do not include this feature. You will need to migrate to our new plans in order to utilize this feature.
In this article we will give …
READ FULL ARTICLEThis article explains how to set up and use the auto translate feature.
Currently, the Auto-Translate feature is only available on our Professional and Enterprise plans. Essentials plans do not include this feature. You will need to migrate to a higher plan in order to utilise this feature.
Auto-Translate allows visitors and agents to converse with …
READ FULL ARTICLEPlease click on the link below to download a PDF of the implementation guide for your Snapengage Essentials account.
SnapEngage Implementation Guide for Essentials…
READ FULL ARTICLEThis article explains the left side column design for the Hub.
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 …
READ FULL ARTICLEThis article explains the End chat delay feature.
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 …
READ FULL ARTICLEThis article explains the Request email transcript feature.
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.
This is very easy to set up, but please be aware that for this feature to work, …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to set Agent Sub-statuses.
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. …
READ FULL ARTICLEThis article explains the post chat transcript or case link URL
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.…
READ FULL ARTICLEThis article goes over how to set up and use the Agent Status API.
Our Agent status API provides you with the ability to send and receive status information to SnapEngage via the API.
This can be very useful, if your agents work on different systems, and you need to share information across those systems.
As …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of the Chatbot API.
Currently, our Chatbot API is only available on our Enterprise and Professional plans. The Essentials plan does not include this feature.
If you want to know the steps to follow to configure your bot with our API, go here. You will also …
READ FULL ARTICLEThis article goes over how to set up, test, and use the Logs API.
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 …
READ FULL ARTICLEThis article explains 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.…
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 Tips and Best Practices for Hub.
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.
This article explains GDPR Recommended practices.
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 …
READ FULL ARTICLEThis article explains Data removal for GDPR.
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.
If you are an …
READ FULL ARTICLEThis 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 Hub the chat agent portal.
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!…
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 ARTICLEThe purpose of this article is to provide a comprehensive overview of how to set up your Communication Channels. Under Settings > Channels you can set your Facebook Messenger, SMS text-to-chat and WeChat.
Your SnapEngage account allows you to use various communication channels to connect with your clients. Besides live chat installed on your website, …
READ FULL ARTICLEThis article explains how to use the design studio. The Design Studio is a powerful tool that will allow you to create your own chatbox, pre-chat form, and offline form, in addition to the online and offline buttons with separate settings.
The Design Studio is a powerful tool that will allow you to create your …
READ FULL ARTICLEThis article explains the ability to manage your own API token for SnapEngage.
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 …
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