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 …

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 …

We strive to make the installation process as easy as possible, but if you need assistance at any point, please do not hesitate to chat with us.

If you haven’t signed up yet, simply enter your information here to start your 15 day free trial.…

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 …

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 …

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 …

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 …

Widgets

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 …

For those who want to take a quick peek inside the Admin Settings page, and get a basic idea of what each page can do.…

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 …

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

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 …

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.…

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

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

2. Select the Options tab.

Widget name

Here you can enter the name of your widget. For more information on adding, removing, and renaming widgets, click here.

Social Media Lookup

If the visitor has links to social media in their profile, then we will show them in the visitor …

Whenever you need to access your SnapEngage billing history, you can do so from the “My account” tab. Please note that even for accounts that allow “Permissions”, the only one with access to the “My account” tab is the account holder.

To access your billing history:

1. Log in as an Admin
2. On the admin dashboard, click on “My account”

We have so many useful features that you may have missed a few! We want to make sure you’re getting every ounce of value out of our Live Chat, so here are some of our best features you may not be using (yet!).…

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 …

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. …

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, aside from the \set phone option.

 Use while chatting with your website visitors:

\shortcut – Get the list of the available shortcuts and canned answers available for use.  These can be set …

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 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

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 …

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 …

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

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 …

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 …

If you are on the Design studio, head over to this article.

If you would like to require an email address from your visitor on the pre-chat form, you can make the email field required in the “Style” tab, under the “Chat box settings” section.

Just make sure the following option is on, and you are good …

** 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 …

** 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.

You can use your Google Talk account using any of …

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 …

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

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

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

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

Next click on index.php

On …

There are a few choices to install SnapEngage on Drupal:

• 1. See “Adding JavaScript to your theme or module” by Drupal with instructions to add the SnapEngage JavaScript to your Theme’s .info file.
• 2. Install it manually by opening the folder and file for your footer area in Drupal, paste the SnapEngage JavaScript from the SnapEngage Admin

Along with the “Shortcuts”, the “Team Chat” and the “Agent Alerts” (which you can set up on the Options tab) , there is yet another tool that you can provide your agents with, in order to make their work easier and / or remind them of important information. That is the “Agent Links” which can also be found …