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Help your customers reach you with the scale of WhatsApp Business. Customers can now reach out to you via your WhatsApp Business number. Integrate your TeamSupport account with WhatsApp Business and bring all your conversations from WhatsApp Business directly into TeamSupport Messaging and Live Chat. You can then have customers interact with either chatbots …
READ FULL ARTICLEThis is a follow up to the Track Messaging & Live Chat Events with GA4 help article. If you are using Google Tag Manager (GTM) for your Google Analytics code, then the Messaging & Live Chat code should also be installed in the same tag. Executing both Chat and GA4 via GTM is a straightforward 5-step process:
Google Analytics is a tool that identifies trends in the visitor’s interaction with the chat application on a given website. Analytics uses a tracking property to measure events or interactions like opening and minimizing the chat box. Our event tracking code corresponds to Google Analytic’s three tracking properties (gtag, ga, and _gaq).
However, Google will fully migrate from the Universal …
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 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 ARTICLEThe purpose of this article is to provide a comprehensive overview of how to Automatically Trigger HubSpot Workflows and Tasks from SnapEngage Chat Conversations.
Cut down on manual agent work, streamline operations, and increase automation capabilities by setting up automatic HubSpot workflows and tasks. Best of all, this automation improves your customer satisfaction by ensuring swift follow-up.…
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of the SnapEngage Mobile SDK .
This documentation provides an overview of the Mobile SDK for any user with a mobile app and instructions for getting started with technical implementation.
SnapEngage has developed a Mobile SDK (software development kit). …
READ FULL ARTICLEThis article clarifies commonly asked questions about Google Analytics.
Check your website to see if the Google Analytics events and SnapEngage code have been added correctly. Be sure that the Google Analytics Global Tracking Code is added directly below the SnapEngage code.
Are you using the same …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add live chat to your Drupal website.
There are a few choices to install SnapEngage on Drupal:
CATEGORIES.info file.
The purpose of this article is to provide a comprehensive overview of how to set up SnapEngage with TOPdesk.
To set up the integration, you need to enable SnapEngage integration in TOPdesk: Settings -> Module Settings -> Self-Service Portal -> General.
Firstly, you will need to be …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate with Google Ads .
Google Ads (Formerly Google AdWords) is an advertising service for businesses wanting to display ads on Google’s advertising network. The Google Ads service enables businesses to set a budget for advertising and only pay when people click the …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to SSO via SAML 2.0 and Microsoft Active Directory Federation Server (ADFS) via SnapEngage.
SSO via SAML 2.0 and Microsoft Active Directory Federation Server (ADFS) with SnapEngage
With the SingleSignOn (SSO) feature, it is now possible to login into SnapEngage using a SAML (Security …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to set up Google Programmable Search as a SnapEngage knowledge base source.
SnapEngage provides an option to use Google Programmable Search (previously Google Custom Search) engine as a knowledge base source to power Answer Bot.
This approach is an excellent way to use Answer …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to set up an integration with Zapier and Google Sheets.
Thanks to our Post API, you can also integrate SnapEngage using Zapier and send data over to google sheets, or other apps!
1- On Zapier, from the apps, select “Google sheets”
2- …
READ FULL ARTICLEThis article goes over what to do if duplicate rules are set and your getting Salesforce integration errors due to [email protected] .
Recently, Salesforce brought out and assigned by default new duplicate rules, that mean that some of your chats may not be sending correctly if they are from [email protected] and they may show a duplicate …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to track Events with Google Analytics.
We know Google Analytics is a massive piece of software and can be difficult to track events with, so we hope these tips and tricks dedicated to tracking events can help it can be a smoother process.
The purpose of this article is to provide a comprehensive overview of how to set Custom data mappings for MS Dynamics.
**Please be aware that in MS Dynamics Cloud, a configuration (adding a new field for example) should be published to make them available …
READ FULL ARTICLEThis article goes over how to integrate with MS Dynamics CRM Online and set up.
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker.
If you would like to receive transcripts and …
READ FULL ARTICLEThis article goes over how to set custom mappings and the default mappings set for Salesforce.
If you are using the Design Studio with the SalesForce integration and are looking to map over data, please follow the steps listed below to ensure you get the correct info mapped to your Salesforce account.
When editing a theme …
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It’s really easy to add the SnapEngage code to your DoodleKit website. Here’s how:
This article goes over how to integrate with DoodleKit.
Click on the “Page” button as shown above, to edit the Page styles. This will open up a pop-up window.
The “Add …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of fields mapped to HubSpot by default.
The HubSpot integration updates a HubSpot Contact with two pieces of information by default: name and email. We also send a copy of the transcript and the transcript URL to the Contact timeline. There are a few other …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage with Email.
Whenever a visitor contacts you through your SnapEngage chat, a transcript will be created. SnapEngage will automatically send you your online OR offline chats using the email integration, which is the default integration. You can later change your integration …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage with Salesforce.
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker.
If you would like to receive …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how t0 integrate SnapEngage with HubSpot.
You can configure SnapEngage to send chat transcripts and offline requests directly to HubSpot.
Follow the steps below to configure your HubSpot integration. Or check out an overview of HubSpot live Chat integration.
The purpose of this article is to provide a comprehensive overview of how to create a mailing list from your chat history.
Creating a new list in your Mailing tool using email addresses from your chats with SnapEngage is simple! Here is a step by step guide to help you get that set up:
The purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage with Help Scout.
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your prefered Help Desk, CRM or Bug Tracker.
If you would like to …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to Integrate SnapEngage with Talkdesk.
SnapEngage now integrates with Talkdesk call center software to provide you with a complete customer support tool! Please use the following guide to link your SnapEngage account to Talkdesk, and learn more about the integration here.
The purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage with FogBugz.
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker.
If you would like to receive …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate with Zoho.
You can configure SnapEngage to send chat transcripts and offline requests directly to your Zoho account. Follow the steps below to achieve this.
You can log …
READ FULL ARTICLESnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker.
If you would like to receive transcripts and messages in Microsoft Dynamics 2011 and 2015 (cloud solutions), then follow the steps below.
1. Log into your Admin …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage with Freshdesk.
When integrating SnapEngage to your Freshdesk page you can automatically convert completed chat transcripts as tickets. You can also have offline requests be logged as tickets in Fresdesk and you can select which chat transcripts you would like to …
READ FULL ARTICLEThis article goes over how to integrate SnapEngage with Auto Lead.
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker.
If you would like to receive transcripts and messages by AutoLead then …
READ FULL ARTICLESnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker.
If you would like to receive transcripts and messages in Highrise then follow the steps below.
1. Log into your Admin Dashboard
2. Select the Integrations tab …
The purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage with the Integration API.
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker. You can see a …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate with Basecamp.
SnapEngage can automatically send your chat transcripts and offline requests to Basecamp. These are the steps required to activate our Basecamp integration.
*When SnapEngage sends chat transcripts and offline requests they will be associated with the email address on the …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage Data for Integration Custom Mappings. How to send data from SnapEngage to your CRM.
In this document, you’ll find descriptions for each field available in your Integration’s Custom Mappings under the “SnapEngage” Source Type, and how to use them:
Browser…
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage with your Pivotal Tracker.
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your prefered Help Desk, CRM or Bug Tracker.
If you would like …
READ FULL ARTICLE*There is an improved version of this integration, to see how to switch over, please go here*
SnapEngage can be integrated with SAP Sales and Service cloud so that, once finished, your chat transcripts can be sent to SAP, and leads can be assigned to an Account ID or Employee ID.
If you would like to receive transcripts …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage Live Chat with UserVoice.
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker.
If you would like …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage Live Chat with Zendesk.
SnapEngage will automatically notify you when your website visitors contact you. You can either receive offline requests and chat transcripts by email or directly in your preferred Help Desk, CRM or Bug Tracker.
If you would like …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage with Jira.
SnapEngage can automatically send your chat transcripts and offline requests to Jira. These are the steps required to activate our Jira integration.…
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to Gather additional information with the Design studio and map the fields onto your integration.
The design studio provides you with certain standard fields such as name, email, question, company and phone.
JavaScript variables must be identified with unique names.
They can be short …
The purpose of this article is to provide a comprehensive overview of supported variables for use in integration mappings, shortcuts, and proactive chat.
Example:
{alias} for the agent alias
{phone} for the agent phone number
{js:xxx} for a JavaScript variable (where xxx is the name of the variable)
*You can use more than one variable if …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to use the HubSpot Timeline Integration for Salesforce Users.
The SnapEngage-HubSpot integration allows you to automatically send live chat event data to a contact’s timeline within HubSpot. For HubSpot users who have a secondary integration from HubSpot to Salesforce, please follow these steps to …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage to your Salesforce Customer Portal.
Create an HTML file that will be used as the portal footer:
1) Using your preferred text editor, create a file: footer.txt
2) Copy and paste the SnapEngage JavaScript from the SnapEngage Admin Dashboard “Get The …
This article goes over how to view API Usage in Salesforce.
In the Salesforce application, administrators can view how many API requests have been issued in the last 24 hours on the Company Information page via
–> Your Name | Setup | Company Profile | Company Information.
Administrators can also view a more detailed report of …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of why your Salesforce agent mapping does not seem to be working.
If you use an Assignment Rule for Cases or Leads, you may need to configure these rules so the SnapEngage agent mapping feature works correctly.
To check your Assignment Rules in Salesforce, follow these …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage Live Chat to Your Magento Store.
Have a Magento store? Use the following instructions to add the SnapEngage Live Chat widget to your store.
Please note:
These instructions apply to the Magento Community Edition and Magento Enterprise Edition. The Magento Go …
The purpose of this article is to provide a comprehensive overview of how to populate additional custom tags from agent links from SnapEngage.
It is possible to populate multiple tags from SnapEngage using the custom mapper. This will unfortunately override our default mapping, but it is possible to recreate it using the field ‘set-tags’.
To do this, …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage on Shopify.
To get SnapEngage working on your Shopify store you just have to embed our JavaScript code into the Shopify Template like this:
Copy the JavaScript code from the ‘Get the code’ tab of your Admin Dashboard and paste it …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to use the SnapEngage App for Hootsuite.
The SnapEngage App for Hootsuite allows joint SnapEngage/Hootsuite users to send out private chat invitations to customers and prospects that use Twitter, all from the Hootsuite dashboard. Read this guide to find out how to get started!…
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage chat to your Unbounce Landing Page.
Unbounce is a self-serve hosted service that allows you to build, publish and test landing pages. Using Live Chat on a landing page can assist you in further reducing bounce rates and increasing conversions especially …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage chat to your Instapage Landing Pages.
Point and click your way to professional quality landing pages. InstaPage is easy enough your grandma can use it, yet powerful enough your boss will approve.
Now you can easily add your SnapEngage live chat …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage chat to your Weebly website.
To install SnapEngage on your Weebly site you first need to log in your Weebly Editor.
Once in your Weebly editor go to the Settings tab and select the Search Engine Optimization (SEO) section.
Then, paste …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add the SnapEngage Get Contact OPEN API plugin.
With the Contact OPEN API plugin, you can provide additional information to your chat agents about the visitor they are currently chatting with. Below is an example of the difference between the default information provided …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add to Zendesk Helpdesk.
Let’s walk through the process of adding a live chat button to your Zendesk Helpdesk page. This way, visitors can start a chat session right from Zendesk.
To place SnapEngage on your Helpcenter page, simply follow the steps …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add the SnapEngage JavaScript code to your Joomla 2.5 .
To install SnapEngage on Joomla 2.5 you first have to go to your Template Manager:
On the next page, click on the name of the default template you have currently activated:
Next click …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage JavaScript code to your tumblr site.
To install SnapEngage on a tumblr:
1. Go to http://www.tumblr.com/dashboard and log in.
2. Click the name of your blog at the top of the Dashboard or under the list icon at the …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage live chat to your website with Google Tag Manager
First, create a new tag by clicking “Add a new tag” here:
Hover over Tag Configuration, and click the pen icon that appears on the top right hand corner of the tab. …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add the SnapEngage JavaScript to your Hubspot page.
You can use the Raw HTML module to add custom HTML code to a web page. This allows you to add images, links from other sites, and other content, such as widgets and YouTube videos. …
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The purpose of this article is to provide a comprehensive overview of how to add SnapEngage Live Chat to your Prestashop.
Use SnapEngage Live Chat to automatically engage your website visitors and turn them into customers on your Prestashop.
Here is a link with info to set up your PrestaShop:
Or watch a tutorial …
READ FULL ARTICLEThe SnapEngage / Salesforce Integration allows you to link a Campaign to Leads created from Live Chats and Offline messages.
To enable this feature:
1. Navigate to your SnapEngage Integration Settings
2. Check that you are using Sales / Lead workflow
3. Under Additional Lead Settings, select an available Campaign and click Save (Campaigns are automatically loaded from your Salesforce …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to include SnapEngage on your UserVoice page.
Follow these three easy steps to incude SnapEngage on your UserVoice page:
1.) Log into your UserVoice account and click on ‘Settings’. You can then click on the ‘General’ tab and ‘Design’ link that is on the …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add the SnapEngage JavaScript to your Jimdo page.
1. Log into your Jimdo account.
2. Hover over an existing element (such as text or a photo), you should see a + Add element
3. Once you click on that plus sign, you’ll see …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage to your BigCommerce website.
1. Create an account with BigCommerce.
2. Click on “Apps” in the upper right corner to show a drop down menu. Then select “Live …
READ FULL ARTICLEKnowledgebases are an efficient means of equipping your agents and visitors with information. Internally, knowledgebases house information in one place in the hub to help your agents find and relay information to visitors at lightning speed. Externally, knowledgebases, in the form of an Answer Bot, empower your busy visitors to find information independently, either during after-hours or when agents are …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to add SnapEngage Hub App within your Zendesk account.
Ever wanted to have the SnapEngage Agent Hub in your ZenDesk Portal? Well now you can. Follow the steps below to set it up.
The purpose of this article is to provide a comprehensive overview of how to Change Zendesk Ticket Status.
The status field of Zendesk tickets can be set to the following values: new, open, pending, solved, closed.
A ticket can be marked as ‘solved’ only after it has been assigned to a specific user and for that, we …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to set up the SnapEngage Conversations Hub inside Desk.
You can integrate the SnapEngage Conversations Hub with your Desk.com account to receive and answer chats from within the Desk dashboard.
To do this, you will need to re-purpose Desk.com’s Phone Channel integration, available …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to assign an agent to new lead in HubSpot.
The 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, WhatsApp and Google Business Messaging.
Your SnapEngage account allows you to use various communication channels to connect with your clients. Besides live chat installed on your …
READ FULL ARTICLEThis article goes over how to set up Facebook Messenger in the Settings > Channels tab.
Facebook Messenger is one of the various Communication Channels you can use with SnapEngage to connect with your clients. Messages sent to your Facebook Fan Page or Facebook Business Page from your visitors will be directed to your agents’ …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to setup Salesforce to Create New Cases without attaching the contact to the case
If your team uses Salesforce Cases, but doesn’t use Salesforce Contacts (at least not in conjunction with Cases), there is a way to bypass the default update/creation of Contacts associated …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to use the WordPress Plugin to integrate with SnapEngage.
The purpose of this article is to provide a comprehensive overview of how to add Grammarly Chrome Extension and Chat.
Grammarly is a writing enhancement platform designed to enhance proofreading and spellcheck when writing on your Chrome browser. It can be installed as an extension in addition to the …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to remove the default Description for Salesforce Contacts, Leads, Cases, or Accounts.
By default the SnapEngage Salesforce Integration adds relevant information from Chats and Offline messages automatically to the Description field for Contacts, Leads, Cases, and Accounts. To change this behavior and ensure no …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of SMS to live chat feature.
*Agents cannot send files/pictures to the visitor at this time* SMS Live Chat allows your visitors to reach you by sending a text message from any mobile device. Those SMS messages will then appear in the Conversations Hub for your …
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