Facebook Messenger is one of the various Communication Channels you can use with SnapEngage to connect with your clients. Messages sent to your Facebook Page from your visitors will be directed to your agents’ Chat Portal and will be handled as any other live chat coming from your website.

You can connect more than one Facebook channel on each …

*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…

WeChat is an instant messaging application and one of the various Communication Channels you can use with SnapEngage to connect with your clients.

Please note that you can configure more than one WeChat accounts per widget.

WeChat Setup

1. Login to the Admin Dashboard, select the Widget you want to add the WeChat account to and navigate to your …

Your SnapEngage account allows you to use various communication channels to connect with your clients. Besides live chat installed on your website, you can now talk to your customers via your Facebook page and the Facebook Messenger, SMS text-to-chat and WeChat.

While your clients can reach out to you through all those channels, your agents still need to …

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.

 …

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 names (like x and y), or more descriptive names (age, name, zip_code). These are the names that the input content will be submitted under to the agent in the chat, or …

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):
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:

3. In the …

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 …

You can integrate the SnapEngage chat portal 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 with the Desk Pro plan, by following the steps below:

In Desk’s admin dashboard, click on the gear icon to go to the site settings

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

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

Lead

Case

Account

Please note that this will only …

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.

Setup Instructions

Step 1:

Log into your Talkdesk account and go to Settings > Integrations > SnapEngage

Step 2:

Copy the secret Webhook …

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 …

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!…

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 …

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:…

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

The installation steps from Zendesk are as follows:

• Click the Manage icon () 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

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 …

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.…

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.

On …

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…

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

 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”.

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

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

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 …

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 abreviated – abbreviation of the operating system that the …

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 …

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 with the Cases that get created when you close a chat!

You’ll notice, if you go into your Settings in the Admin Dashboard and go to “Integrations”, that there …

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

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

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 …

SnapEngage can automatically send your chat transcripts and offline requests to Jira. These are the steps required to activate our Jira integration.…

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. …

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 …

Shortcuts

Example:

{alias} for the agent alias
{phone} for the agent phone number
{agentid} for the agent email (depending on which client is being used)
{js:xxx} for a JavaScript variable (where xxx is the name of the variable)

proactive chat

Example:

{alias} for the agent alias

Integration mapping

You can use the following special syntax to create custom mapping using …

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 …

1. Log into your Jimdo account.

2. Hover over an existing element (such as text or a photo), you should see a plus sign to the left of that element.

3. Once you click on that plus sign, you’ll see the list of all of the elements, including the Widget/HTML element.

4. Click on the Widget/HTML element to add the …

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 …

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 …

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.

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

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.…

First, create a new tag with the SnapEngage code in the Tags manager.

Select the “Custom HTML tag” type and copy the SnapEngage code form the dashboard “Get the code” to the Google Tag Manager “HTML” box as shown here :

The tag Firing Rules are to be setup based on your specific needs, but you will usually use the …

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 …

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 …

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 configurator.

2. Select the intergrations tab.…

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.…

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” …

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 …

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 …

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 …

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 …

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 …

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 top.

3. Click Customize.

4. Click “Edit HTML” below the theme thumbnail on the left.

5. Scroll to the bottom and insert the widget just before …

The Saleforce integration allows you to choose among three different workflows which will also determine whether you will be managing your Salesforce Contacts, Accounts, Cases or Leads:

Depending on the workflow that you will select, and regardless of adding any custom mappings, SnapEngage will map certain fields to your Salesforce by default. You can see which those field are …

If you want to hide the SnapEngage Floating Button on certain pages on your WordPress site, you just need to follow two simple steps! First, you’ll need to install the “Advanced” version of the SnapEngage code, then just add the Javascript API call shown in this doc (“SnapEngage.hideButton()”).

Before you can continue, you will need to Install the Advanced Code…

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 …

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

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

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.…

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 on Edit Main Page Template:

On this page you need to scroll down to the end of the source code and paste the SnapEngage JavaScript code …

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

1. Go to your Agents tab in your Admin Dashboard

2. Click on the agent you wish to map to Zendesk, then click Edit 

3. In the “agent Zendesk account” field, you can enter the agents Zendesk account name. As you begin typing, a dropdown menu …

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

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

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. 

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.

4. Select the …

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 …

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 bellow.

1. Log in to your Helpcenter and click on the Customize design button in the bottom right portion of the screen.

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

Next, 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.

The web service will …

UPDATE 12/6/16 

As of 12/6/16, we are no longer supporting this plugin.

Simply, go to your “Integrations” tab and then the submenu “Plugins”. Select the RapLeaf icon:

Next, click the “Enable RapLeaf integration” check box, followed by selecting either the free version from RapLeaf or the version where you enter your RapLeaf API key.

Click the “Save” button …

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

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

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

IMPORTANT NOTICE 12/6/16
The join.me plugin is no longer supported.

With the join.me plugin you can now start a screen share directly from a chat with a visitor.  

To set up the join.me plugin you can go to the “Integrations” tab, and the submenu “Plugins” and select the Join.me icon:

Next, click the “Enable join.me integration in live chat” …

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, …

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

3) Save the footer.txt file to your computer

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

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

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 …

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 if you make the most out of our powerful proactive chat engine and set up proactive chat rules for this page.

Once you have set …

You should only have to insert the SnapEngage JavaScript code in the HTML document which embeds your Adobe Flash app. If you are not already doing so, make sure you have the wmode parameter set to transparent, otherwise on Windows the SnapEngage button will be hidden behind your Adobe Flash application.

Add this code in your OBJECT tag:

<param name=”wmode” …

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 …

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 …

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 …

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, …

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

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

2. Go to “Plugins” tab

2. Click the “Add Chat to your Facebook fan page” button…. Note: you can only add the plugin to your fan page, not to your personal facebook page.

3. Login to your facebook fan …