Home > Getting Started

Free Trial Information

The free trial is a great way to try out the Snap Engage chat software. The free trial defaults to the Plus plan features with unlimited agents (secure data transfer, priority tiers, Salesforce integration and much more) and will last for 15 days. The trial will also allow you to test the Premier feature of “Routing by tag configuration” as …


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 as DELETEME

For our team to have the ability to the delete the …


Getting Started – Part 2: Settings

Our Live Chat is highly configurable, and we know there are a lot of settings back there!

This document should be viewed as a kind of index. Here, you can find links to guides that will take you through each tab of the Admin Dashboard one at a time.

Agent Settings

“Agents” are the people who will chat with your …


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 …


How to become a Superstar Agent

1. Start!

You are receiving this article because you have been recognized as someone of extraordinary character, a person destined for great things. You are a special agent equipped with the power to enable awesome, but 1st a little training.

If you will be using the Chat Portal check your email with information on how to create your password and …


Test SnapEngage on your site before going live

There is a good chance you want to do some testing with SnapEngage before you make your Live Chat public, that is: before you go live with Live Chat. Here’s a quick guide to help you slip SnapEngage into your site like a little chat ninja, without alerting your visitors to its presence.

This will require getting your hands a …


Widget Setup


Widgets enable different configurations for different sites, products or customers. For example, a Sales widget and a Support widget.

To add a widget:

1. Log into your Admin Dashboard.

2. Click on the widget drop down and select “create a new Widget” at the very bottom.3. At this point you will be brought to the Options tab …


How to add or remove an agent

What are agents?

Agents are what we call the people who will be using SnapEngage chat to help your customers with their questions. They are the front line of customer service, so you want to set them up as best as you can!

Here we will go into detail on what settings you will be able to add to their …


How to set up the Chat Assignment tab

1. Log into your Admin Dashboard and go to Settings.

2. Select the Agent Settings tab.

3. Select Chat Assignment.

Agent Assignment Settings

  1. Notify all online agents for each incoming chat.All available agents will be notified of an incoming chat. Whichever agent responds to the chat first will claim ownership of this chat and all remaining agents are notified.Ex: [Chris

How to: use Shortcuts

Here are the shortcut rules:

1. Only the admin can add or delete a shortcut from within the Admin Dashboard.
2. Each message can be up to 450 characters. (If you want more information you can split the message between two canned responses.)
3. There is no limit to the number of shortcuts that can be added, but keep in …


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


How to: Enable email notifications for 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.

  1. In the Admin Dashboard, head over to Settings > Agent Settings > Chat Assignment.
  2. Then scroll down to the “Waiting Queue Team Status” section

Intelligent Pre-Chat

What is It?

With the Intelligent Pre-Chat you can let your clients find the answers they are looking for before starting a chat with you. Intelligent Pre-Chat is a feature that allows visitors to quickly get answers to FAQ’s by providing clients with a relevant list of support articles, FAQ’s, and blog entries in a matter of seconds. This allows …


Make the most of Team Chat

If you’re using the SnapEngage Web Client, making good use of the Team Chat feature could significantly improve you and/or your team’s performance.

(And if you’re not using the Web Client, now is a great time to give it a try!)

What follows is a list of features, and tips on how to make them work for you. …


Useful Chat Commands

The following is a list of useful commands to use with SnapEngage. In the Chat Portal  or the Conversation HUB, you have buttons available for those options.

 Use while chatting with your website visitors:

\email – The agent can enter the visitor’s email address so that it is saved. For example, if an agent enters \email=support@snapengage.com during a chat, …


LiveChat Co-browsing

Chat agents can use the co-browsing feature to redirect the visitors page while in a chat. To redirect them to a different URL the chat agent can use the /goto command. If your SnapEngage JavaScript is installed on the target page too, the current chat will stay open.

How to use the co-browsing feature:

You can use this command by …


The “Call Me” Feature

The Call-me feature allows your visitors to talk directly to your agent either by phone, headset, or mic and speakers. Unlimited incoming calls are allowed and the feature is available on all plans and free of charge.

When a visitor clicks the Call Me button they will have the option to call by computer or by phone. Your agent will …


Configure Messages

Configure Messages

You can now customize most visitor-facing messages. This can be done in the Admin Dashboard. Go to your Design Studio (or Style) tab, and then to Configure Messages.


What you see on the left are the actions triggering the messages starting with each section of the system (Inteligent pre-chat, Agent survey etc… which indicates where the …


Adding a Live Chat / Call Me Schedule for your Agents

To add a schedule for your agents, go to the “Chat Assignment” tab in your adminpanel, and you will see “Schedule” at the bottom:


Live Chat Setup:

To configure, click the “Set live chat hours of operation” option.

You can then decide if you want to set a standard schedule for weekdays and weekends as well as the time zone …


Analytics FAQ

We’re very proud of our new Analytics system, we have been hard at work on this all-new feature for several months.

We know that actionable data is vital for improving both your business and your customers’ experience, which is why we’re proud to bring you our better, faster, stronger, more accurate, and completely new Analytics system! (Also prettier.)

How do


Audit Logs

The Audit Logs are a feature added to help users see what changes are being made to their accounts and they can be found under “My Account” > “Security”.

Any time a change is made to a Widget’s Settings, a Widget’s Permissions, or a User’s Account Information, an Audit Log entry will be created.

The information displayed within an Audit …


Proactive Chat URL Rules

This guide will explain the different ways to configure your Proactive Chat v2 using our URL rules.  We have three types of URL rules:
  • contains“/”does not contain” – our basic rule which will work for most users in most cases
  • begins with“/”ends with” – our moderate level rule which requires some extra

How to test if Proactive Chat is working

If your Proactive Chat doesn’t seem to be working, this guide will help you diagnose and understand the issue. This doc covers the most common pitfalls and points of confusion when Proactive Chat isn’t working.

As it will also be mentioned right below, when you test Proactive Chat, it is best that you use a Google Chrome “Incognito” window, a …


How to use Google Talk with Adium on Mac

** Gtalk is no longer supported for new customers, as Google is removing their support of the API by Fall 2017. Gtalk will not be supported for any customers by Fall 2017 **

We strongly recommend our clients to use our Chat Portal in order to receive and handle chats.

If, however, for some reason you don’t want to use …


Add Live Chat code to your WordPress page

If you prefer to install SnapEngage by using a plugin please have a look  here.

1. In your WordPress Dashboard, go to Appearance > Editor.



If you are in a multi-site version of WordPress then the theme editor can be found here:


2. Edit the footer.php template file in your WordPress Theme.

Note: In certain versions of


SnapEngage Live Chat WordPress plugin

1. Log in to your WordPress admin page. Click on Plugins.


2. Click on add new. Then type in “snapengage” and click on “Search Plugin” and click “Install Now”


3. When you’re taken to the post install page, click on “Activate Plugin”
4. Now, under Settings click on SnapEngage


5. Now make sure that you’ve checked “Enable SnapEngage” and that

How to add the SnapEngage JavaScript code to your Joomla 3.0 site

To install SnapEngage on your Joomla 3.0 site you first need to log in your Joomla admin panel.

joomlaadminIn your Control Panel, go to your Configuration > Templates tab where you will be able to configure the template you have currently activatedjoomlatemplate1


On the next page, click on the name of  that template:joomlatemplate2

Next click on index.phpjoomlatemplate3


On …