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How to integrate SnapEngage with Microsoft Dynamics CRM online

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 in Microsoft Dynamics CRM 365 (online), then follow the steps below.

If you would like to receive transcripts

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Adding SnapEngage to your Doodlekit Website

It’s really easy to add the SnapEngage code to your DoodleKit website. Here’s how:


1. Edit the Page Styles

Click on the “Page” button as shown above, to edit the Page styles. This will open up a pop-up window.


2. Click on the “Add Code” button

The “Add Code” button looks similar to a Settings Cog Wheel. Clicking in this …

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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 JavaScript variables that are hard-coded on our backend but not sent over to your HubSpot unless you setup custom mapping. Those are …

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How to: Remove Facebook plugin

Follow these instructions to remove the SnapEngage Facebook plugin from your Facebook page. Note, this is for user’s using the Facebook plugin found under Settings > Integrations > Plugins and not the Facebook Messenger integration under the Channels tab.

1. Go to your Facebook fan page
2. Click on Settings located above your page header

3. Located the Edit Page …

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How to integrate SnapEngage with your 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 to your preferred Help Desk, CRM or Bug Tracker.

To locate the email integration and make any changes and updates, follow …

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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 transcripts and messages in Salesforce then follow the steps below.  Please make sure that you have pop-ups enabled on your computer.

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How to 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.


Step 1: Set up HubSpot in SnapEngage

First, log into your SnapEngage Admin Dashboard. In your Settings, click into the “Integrations” tab, then click on the …

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How to Integrate SnapEngage with a MailChimp List

Creating a new list in MailChimp using email addresses from your chats with SnapEngage is simple! Here is a step by step guide to help you get that set up:

  1. First, you will need to export your chat transcripts as a .CSV file. In the Admin Dashboard, go to Logs, then go to the Export Logs tab above. Select the
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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 receive transcripts and messages in Help Scout then follow the steps below.…

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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 prefered Help Desk, CRM or Bug Tracker.

If you would like to receive transcripts and messages in Fogbugz then follow the steps below.

1. Log into your Admin Dashboard and the Settings, then select …

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Integrating 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.


Step 1: Set up your Zoho support email

1. Sign in your Zoho account

You can log in here either by entering your email address and password that you are using for Zoho or by using another …

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How to integrate SnapEngage with Microsoft Dynamics CRM online 2011 & 2015

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 in Microsoft Dynamics 2011 and 2015 (cloud solutions), then follow the steps below.

1. Log into your Admin …

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Integrating 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 discard to not be converted as tickets. …

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How to Integrate SnapEngage with AutoLead

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 follow the steps below.

1. Log into your Admin Dashboard

2. Select the Integrations tab …

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How to Integrate SnapEngage with Highrise

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 in Highrise then follow the steps below.

1. Log into your Admin Dashboard
2. Select the Integrations tab …

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How to Integrate SnapEngage with your open 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 list of our current Integrations with various systems here.

In case you are not using one of the systems that we integrate …

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How to integrate SnapEngage 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 account which authorized SnapEngage. To be able to distinguish what was automatically created by SnapEngage and what was manually created

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SnapEngage Data for Integration Custom Mappings

In this document, you’ll find descriptions for each field available in your Integration’s Custom Mappings under the “SnapEngage” Source Type:


 


Browser – the browser the visitor is using
Browser abbreviated – abbreviation of the browser that the visitor is using
Operating system – the operating system the visitor is using
OS abbreviated – abbreviation of the operating system that …

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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 to receive transcripts and messages in Pivotal Tracker then follow the steps below.

1. Log into your Admin Dashboard, then select the “Integrations” …

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How to Integrate SnapEngage with SAP

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 in SAP then follow the steps below.

1. Log into your Admin dashboard.

2. Select the integrations tab.…

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How to Integrate SnapEngage 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 prefered Help Desk, CRM or Bug Tracker.

If you would like to receive transcripts and messages in UserVoice then follow the steps below.

If you don’t already have a UserVoice account, Create a new

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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 prefered Help Desk, CRM or Bug Tracker.

If you would like to receive transcripts and messages in Zendesk then follow the steps below.

1. Log into your Admin Dashboard
2. Select the Integrations tab …

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How to integrate SnapEngage with Desk.com v2

You can configure SnapEngage to send chat transcripts and offline requests directly to Desk.com.

Follow the steps below to configure your Desk.com integration.

Please make sure that you have pop-ups enabled on your computer.


Step 1: Set up Desk.com in SnapEngage

First, log into your SnapEngage Admin Dashboard. Click into the “Integrations” tab, then click on the Desk.com icon.

desk1On …

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How to add Custom Mappings to your Integration?

SnapEngage allows you to map different types of data to different fields and objects in your CRM/Help Desk. This document will show you how Custom Mappings work, and how to add them to improve the functionality of your Integration!

The Custom Mappings feature is available in the following integrations: Salesforce, Zendesk, Desk.com, Hubspot, UserVoice, MS Dynamics and Jira.…

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SnapEngage-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 ensure the correct mappings of your live chat event data from HubSpot to Salesforce.

 

Configure your SnapEngage-HubSpot integration using our Setup Guide.

 …

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Adding 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 Code” tab, into your footer.txt file

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3) Save the footer.txt file to your computer

Now configure your SalesForce Portal:
4) Launch Salesforce and navigate …

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How can I check my SalesForce limit?

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 API usage over the last seven days by navigating to the Reports tab, selecting the …

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How do I map an Agent to their account in Salesforce?

To map an Agent to their account in SalesForce:

1. Click on the Chat Agents tab in your SnapEngage Admin Dashboard.

2. Select the Edit button for the Agent. 

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3. In the box labeled “Agent Salesforce account”, begin typing the Agent’s name in the box. After a second or so you will see matching users from Salesforce.

sfdc2

4. Select the

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My 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 will work correctly.

To check your Assignment Rules in Salesforce, follow these steps:

1. From your Salesforce account, select Settings

sf1

2. On the left side menu navigate to Assignment Rules, under App Setup –> Customize –> Leads

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How to manually update on the fly leads and contact information into Salesforce while chatting with website visitors.

While the ability to automatically map any SnapEngage data to a Salesforce standard or custom field is very useful, sometimes the information is not available before starting the chat. In this case, while on the phone (using the “Call Me” button) or in a chat, you can directly record important information provided by your visitor, to their profile by using …

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How to manually update on the fly data assignment into Zendesk

It is now possible to assign Zendesk tag values while in a chat.
Imaging that you are chatting with one of your website visitor and you want to flag this specific request as a lead in Zendesk for later follow-up. You can now type /tag = lead in your preferred instant messaging client and the Zendesk ticket will …

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How to add the SnapEngage Facebook Plugin

We have recently released a new and improved Facebook Messenger integration located under Settings > Channels. We will no longer be supporting or updating the Facebook plugin found under Integrations > Plugins. Please follow these instructions to get setup. 

 

To add the facebook plugin to capture your facebook fans chats:

1. Go to your “Integrations” tab of the Admin …

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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 edition was retired in February 2015.

Instructions:

1. First, log in to your Magento account to manage your store.

2. Choose “System” from the menu, …

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Zendesk: Making your chat transcript visible to the customer

Integrating with Zendesk sends all your live chat and offline conversations to Zendesk and stores them there by creating a ticket for each transcript, which also includes information about your web-visitor (url, location, language etc).

From this ticket, you can start or continue the conversation with your client via email thread. Even if you do not, Zendesk gives your clients …

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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, you need to use the data source ‘Text’ and separate each tag by a space, then you can use the following special handler that will be …

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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 in your ‘theme.liquid’, right above the </body> tag at the bottom.

You can find the find the ‘theme.liquid’ in your shopify …

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Add SnapEngage Live 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 widget to your InstaPage landing pages, just follow the steps below!

1) Once you are logged in to Instapage, enter your title, choose your layout …

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Adding SnapEngage chat to your Weebly website

To install SnapEngage on your Weebly site you first need to log in your Weebly Editor.

weebly1

Once in your Weebly editor go to the Settings tab and select the Search Engine Optimization (SEO) section.weebly2

Then, paste the SnapEngage code from the “Get the Code” tab of your SnapEngage dashboard,weebly3 into the SEO’s Footer Code box. Click Save and then Publish.…

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Adding SnapEngage chat to your Point2Agent website

While Point2Agent does not allow you to add our JavaScript widget directly into your website code, you can add a special link that will allow your website visitors to engage with you on your website.

To create your special link:
1) Firstly get your widget id here to put into the {your_widget_ID} section below.
2) In your SnapEngage Admin Dashboard, …

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How to add the SnapEngage LeadFormix plugin

Simply, go to your “Integrations” tab and then submenu “Plugins” and select the LeadFormix icon:

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Next, click the “Enable LeadFormix integration in live chat” check box, followed by entering your LeadFormix username and API Key.

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Click the “save” button and voila, if your credientials are correct, your integration with LeadFormix is now complete.…

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How to add the SnapEngage Get Contact OPEN API plugin

Simply, go to “Settings” > “Integrations” > “Plugins” and select the Get Contact OPEN API icon:

getcontactapiNext, click the “Enable Get Contact open API plugin” check box, followed by entering your System Name and URL.
Click the “save” button and voila, if your credentials are correct, your integration using Get Contact OPEN API is now complete.

getcontactapi1The web service will

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How to Add SnapEngage 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.


 

 zendesk-chat-and-chat-button-present

To place SnapEngage on your Helpcenter page, simply follow the steps bellow.

  1. Log in to your Helpcenter and click on the Customize design button in the bottom right portion of the screen.
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How do I map an Agent to their account in Desk.com?

To map an Agent to their profile in Desk.com, simply follow the steps below:

Desk.com:

1. Go to your Agents tab in your Admin Dashboard

2. Click on the Desk.com icon that will appear when you hover your mouse next to the agents telephone number

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3. This will then dropdown a menu so you can select the Agents corresponding Desk.com …

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How do I map an agent to their account in Zendesk?

To map an Agent to their profile in Zendesk, simply follow the following steps below:

1. Go to the Settings > Agent Settings tab in your Admin Dashboard

2. Next click the “edit ” button next to the agent you wish to map to Zendesk to bring up Agent Details.

3. In the “agent Zendesk account” field, you can  start …

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Custom Ticket Field Mapping for Zendesk

SnapEngage includes a handy feature to populate any information it captures to standard or custom fields in Zendesk.

In this example, we will show you how to load two types of information into Zendesk.
– The Web Browser used by the website visitor
– The account type of the user, made available by the application in a JavaScript variable.…

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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. This article describes some ways to use the Raw HTML module.

Adding Third-Party Code

Navigate in HubSpot and under Content select on which pages you …

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Operator Variables

Operator variables can be used with Salesforce, Desk.com, Microsoft Dynamics, Hubspot, SAP, UserVoice, and Zendesk custom mapping as well as in the Post API. This feature allows you to enter information on the fly during a chat session and assign to a Ticket, Case, or Lead once you setup the mapping in your Integration settings. Now you can use any …

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How to add SnapEngage Live Chat to your Prestashop

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:

https://www.prestashop.com/forums/topic/367559-official-video-tutorial-installing-prestashop-on-your-server/

Or watch a tutorial video in the link above, also found here :

https://www.youtube.com/watch?v=psz4aIPZZuk

 

To install SnapEngage on your PrestaShop, you first need to have your SnapEngage JavaScript …

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How to setup Salesforce with your Campaign Id

The 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

Salesforce_Campaign_Id

3. Under Additional Lead Settings, select an available Campaign and click Save (Campaigns are automatically loaded from your Salesforce …

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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 right hand side.

2.) Select ‘Custom’ and ‘Advanced — HTML/CSS template’

3.) In the JavaScript Snippets section you can add your SnapEngage widget …

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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 the list of all of the elements, click on more elements, or the three dots to expand, then click on widget/html

4. Then simply add …

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Adding SnapEngage to your BigCommerce website

 7 easy steps on 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 Chat”.

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3. Select “Other Third Party Live Chat Service” and then “Save”.

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4. Then click on the “Other Third Party Live Chat Service” …

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Setting up and using Knowledgebases

Adding a Knowledgebase to your SnapEngage widget makes it easy for your agents to quickly find and relay information to your visitors.

In addition, it also allows you to make use of our Intelligent Pre-Chat to empower your customers to find the right answers even before reaching your agents. You can read more about Intelligent Pre-Chat in this blog post

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Chat with SnapEngage from within your Zendesk account

To activate this option you first need to install the “Sidebar Icon” app from the Zendesk app store:

zendeskchat1

The installation steps from Zendesk are as follows:

  • Click the Manage icon (Manage) in the sidebar, then select Browse from the list of menu items on the right.
  • Mouse over the Sidebar Icon app and click the Install button.
  • There is
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How to Add the SnapEngage Chat App to Zendesk

Wouldn’t it be great if you could chat with website visitors directly from your Zendesk account instead of constantly switching back and forth between tabs? Well Zendesk users, you’re in luck! We recently released our very own SnapEngage Chat Application, which allows agents to launch their SnapEngage Chat Portal directly within Zendesk.

Here’s how to get things up and running:…

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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 recommend that you use our Agent Mappings. That way, each ticket created after a SnapEngage chat will have an agent …

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How do I assign an agent to new lead in HubSpot?

To assign an agent to the new lead in HubSpot after the first chat, follow the steps below:
  1. Make sure you have the HubSpot integration configured within your Admin Dashboard “Integrations” tab (under Settings):agent_mappings_1
  2. Go to your “Agent Settings” tab and click on “Edit” next to the agent. You will see modal window with the agent’s details:add_mappings_2

3. In the …

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Google Apps IDs with SnapEngage

If you want your agents to use their existing Google Apps IDs to chat on SnapEngage, you might have to change the SRV settings of your domain. From the Google FAQ item:

The Quick Answer

  • Your users can chat in the Google Talk network by default.
  • Update your SRV records to enable chatting via open standards.
  • Open standards includes
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SnapEngage Live Chat WordPress plugin

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

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

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

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5. Now make sure that you’ve checked “Enable SnapEngage” and that
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Grammarly Chrome Extension and Chat

Seeing a green arrow in your chat box?


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 default spellcheck already used in Chrome. However, Grammarly states that they do not support chat software.

If you have noticed that upon opening …

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How do I 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 Description is set from the Integration, a special mapping {none} is used. See the following examples for details:

Contact
Contact none mapping

Lead
Lead none mapping

Case
Case none mapping

Account
Account none mapping

Please note that this will only …

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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 …

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SMS Live Chat: Customer Support via Text Message

*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 chat portal for your agents to reply, sending an SMS right back to your visitor’s handheld device.

SMS is one of the various C

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