My SnapEngage events are not being tracked in 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 version of Google Analytics across both the Global Site Tracking Code and …

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

Chatting with SnapEngage in

Setting up the Integration in 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 signed in as a TOPdesk Super User to have access to the Settings Tab as shown here:

From the System Settings tab, …

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 ads. The ad service is largely focused on keywords. You can read more about Google Ads here.

If you have set …

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 Assertion Markup Language) identity provider, rather than logging into SnapEngage with a username/password from our sign-in page. The SAML/SSO feature is available for Premier customers.

In a nutshell, SAML is …

SnapEngage provides an option to use Google Custom Search engine as a knowledge base source.

Prerequisites

SnapEngage uses ‘Custom Search JSON/Atom API’ provided by Google. Some prerequisites are required before using custom search with SnapEngage.

• Search engine ID. Search is done with Google Custom Search Engine. Therefore, you need to create one in the Control Panel.
• API key

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- Scroll down and use the Zap “Add info to a google sheet from a new Webhook POSTs” (other ones may work, but the instructions may differ …

Due to the recent data breach with Facebook, there is temporary lock-down for new API connections. What this means is that even though we have a Facebook messenger integration feature, Facebook will not allow a connection to be established. They recently published the following page on the incident:
https://messenger.fb.com/newsroom/messenger-platform-changes-in-development/

The relevant part of this page is the paragraph that says:…

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 unknown@example.com and they may show a duplicate error. Here’s how you can avoid that.

First set up a custom mapping to uniquely identify SnapEngage chats.

One option is to add SnapEngage as a …

Integrating SnapEngage with Microsoft Dynamics on premise will be fairly similar to integrating it with the online CRM, on SnapEngage’s side, however, you will need to do some more work on your server configuration. Please contact us directly at support@snapengage.com for a step-by-step guide on how to do this.

 …

We know Google Analytics is a massive piece of software and can be difficult to track events with, so we hope with this new help doc all about tracking events can help it can be a smoother process for you.

Tracking codes?

The first thing to keep in mind is that the tracking code could vary among three options:

• • gtag

Table of contents

1. Custom Mappings
2. Picklist
3. Reference fields
4. Custom Reference fields

Custom Mappings

 **Please be aware that in MS Dynamics, a configuration (adding a new field for example) should be published to make them available for use.

Every Object has a list of Standard fields and also Custom Fields. You can find your Custom Field names in Microsoft Dynamics > …

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 are using the Design Studio (legacy users click here) 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 in the Design Studio, go to the “Prechat box” (1.1) or “Offline box” and …

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 …

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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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 …

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 …

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.…

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 …

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

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.…

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 …

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 …

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 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 …

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. …

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 …

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 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 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 …

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 = Which browser is the visitor using

Browser Abbreviated = Which browser is the visitor using minus version number

Browser Data (User agent) = Which browser the agent is using

Chat Agent Alias…

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.

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.…

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 Zendesk then follow the steps below.

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

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 …

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

Shortcuts

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 you add a break in the line. A <br> will do it for you.

Proactive Chat

Example:

{alias} for the agent alias

Integration mapping (custom mappings)

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.

 …

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 …

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 …

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 steps:

1. From your Salesforce account, select Settings

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

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, …

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 …

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 …

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!…

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 …

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 …

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.…

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 to your agents, and one that has some custom information:

This information will typically come from your database or CRM using a special set …

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.

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 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 …

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

Select the “Custom HTML tag” type and copy the SnapEngage code from 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 …

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 …

*Update 09/2018 – Operator Variables have been replaced with Labels. Read more about Labels here.

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, …

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 …

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 …

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 …

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 …

 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” …

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 post.…

Ever wanted to have the SnapEngage Agent Hub in your ZenDesk Portal? Well now you can. Follow the steps below to set it up.

1. Click on the gear wheel in the left side bar
2. Click on the Marketplace and search for SnapEngage 
3. Click on SnapEngage Hub and install the app.
4. Once installed you will see some options here where you

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 …

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 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

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 …

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 …

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’ Conversations Hub and will be handled as any other live chat coming from your website.

You can connect more than …

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” …

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 …

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

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 …

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 …

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 …

*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 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, and that you will need an official WeChat account to be able to configure it. Your visitors will need to follow that account …