Home > Introduction to the Chat Portal

Categories:


(Last Updated On: September 17, 2018)

Did you know there is an all-new agent chat portal? It’s called the HUB and you can read more about it here https://help.snapengage.com/intro-to-hub/ 

Chat Portal

The SnapEngage Chat Portal is where chat agents login to chat with website visitors and with each other in internal team chat channels.

After the account administrator has set up an agent in the Admin Dashboard, the agent will receive an email with instructions on how to login.

For an introductory video to the Chat Portal click here.


Signing In

You can login to the Chat Portal on the Sign in page using your email address and password.

cp1

Note: The Chat Portal is available in English, German, Spanish, French and Portuguese. You can select your preferred language and then login with your agent email address and password.

When you first login to the Chat Portal, the following screen will display. You will automatically be signed in with a green check next to your photo/name and you will see the “Welcome” message as well as the “Chat Portal Overview” video which will give you a quick tour of the Chat Portal.

portal1


Agent Status 

To change your agent status, simply click the drop-down next to your agent photo and select the status as required. You will be able to receive incoming visitor chats when you are set to “Available”. When you are set to “Pause”, you will not receive new visitor chats unless another agent transfers one to you. (Note: Agent status does not affect internal team chat channels. You may send and receive messages in team chat regardless of your agent status.)

Please note that you should only login to the Chat Portal once. If you are logged in on another device, or in another browser or tab and login for a second session, your status will automatically turn to “Pause” after a few seconds.

You may change your status to “Pause” at any time without affecting current chats. You will be able to continue handling ongoing chats until they are completed.

portal2
NOTE: After your initial login to the Chat Portal, when you have no chats in progress, the Welcome message will update to show display a screen of “Your weekly stats”, “Announcements” and “Latest SnapEngage News” as well as some tips & tricks of the Chat Portal.

chatportal1


Did you know there is an all-new agent chat portal? It’s called the HUB and you can read more about it here https://help.snapengage.com/intro-to-hub/ 

Chat Portal Toolbar

In the bottom-left corner of the Chat Portal is a toolbar where you will notice several icons in the following order (left-to-right):

cp21. Connectivity icon

This gives you a visual of the Chat Portal connectivity, green = connected, red = disconnected.

chatportal2

2. Settings icon

To change your personal agent preferences, click the settings (gear) icon. This menu allows you to select preferences for sound notifications, desktop notifications, auto pausing and more.

2015-02-05_1425

You can enable and select different sound notifications for new chats, received, sent and system messages. These are configured separately for your visitor chats and internal team chats so you can easily distinguish the various types of incoming messages.

The same logic applies to desktop notifications (see below example). The time the desktop notification remains visible on your screen depends on the browser you are using and cannot be configured. The approximate display time for notifications is 4 seconds for Firefox and 10 seconds for Chrome and Safari. Please click here to read about Chat Portal Notifications with IE.chatportal3

The “Auto Pause” feature will automatically change your status from “Available” to “Pause” after a certain time of inactivity within the Chat Portal. The “Auto Pause” timer should be set to a reasonable amount of time that best suits your needs — we all forget to pause sometimes, and this feature provides a safety net. It will help reduce the chance of receiving a chat when you are away from your computer, resulting in a poor customer experience. Selecting “None” is also an option for those who wish to disable the feature.

The “Other” tab contains a few other settings to optimize your Chat Portal experience. For example, when you start typing a shortcut command (canned messages that your administrator has created for you), you can choose whether to display only the matching commands or the entire message as well, to help you remember each shortcut’s exact content.

chatportalst

The “Agent Info” tab allows you to select/upload your agent name and photo that will display in your team chats; this picture and alias will not be seen by your web-visitors, only by your colleagues and yourself. If you use a different picture and/or alias than the ones your administrator has set up for you, your agent details will change as you move from a team chat to an ongoing chat with your website visitor.

3. Keyboard icon

Scroll over the keyboard icon to see a pop up of the keyboard shortcuts.

4. Display Agents icon

Click the agent icon to see the status of agents from your team. You can also start an Internal Chat with other agents in here.

5. Home icon

Click the home icon to return to the Chat Portal home screen, displaying “Your weekly stats”, “Announcements” and “Latest SnapEngage News”.

6. Speaker icon

Click the speaker to enable or disable sound alerts. There are three icons to select from, and you can toggle between them with a simple click:

sp1 All alerts enabled   sp2 Only @Mention alerts in Team Chat enabled   sp3  All alerts disabled

7. Help icon

Click the question mark to launch the Help documentation for the Chat Portal (the one you are currently reading).


Chat Requests

When you receive a chat request in the Chat Portal, the following information will be displayed:chatportal

1. The visitors panel will show you a list of the chats that you have in progress. It will display the visitor’s email address (if they entered one) and their browser language.

2. Detailed visitor information (Location, Platform, Visit History & From, Entry and Referrer urls).

3. Request & Upload File, Secure Data Transfer, Ban, Transfer & Bye buttons.

4. Map of where your visitor is located.

5. Visitor information and contact data buttons.

Clicking on the “bubble” button will hide / expand the detailed visitor information mentioned above. Other available tabs in this list may include agent links or agent alerts (based on the options selected in the Admin Dashboard).

6. Type here to chat with your visitors!

7. Emoticons and shortcuts.

Emoticons can be accessed by clicking on the smiley face icon. Shortcuts are canned responses. Agents will have access to shortcuts if the administrator has set them up in the Admin Dashboard. (Here is more information on how an admin can set up shortcuts.) Once added, the agent can access a menu of shortcuts from the dots-and-dashes icon in the text field of the chat. The icon will only appear within visitor chats (not in team chats).

options8

Did you know there is an all-new agent chat portal? It’s called the HUB and you can read more about it here https://help.snapengage.com/intro-to-hub/ 

Multiple chats

When you receive multiple chats in your Chat Portal, you will see them all display in the visitor panel. You can change among them by simply clicking on each chat display.

portal4When a chat is closed, you will see the following notifications in the Visitor panel and the chat will disappear from the list after 30 seconds.

portal5


Closed Chats

You can access the chats you had for the past 2 days under the “Closed Chats” tab within the Chat Portal.

It can be found on the left side of the Chat Portal. To access it click on the dots and it will open up to the chats you had for the last 2 days!


The Chat Portal offers a couple of useful ways to keep tabs on the number of chats in progress and the status of the various agents across widgets.


Did you know there is an all-new agent chat portal? It’s called the HUB and you can read more about it here https://help.snapengage.com/intro-to-hub/ 

Mini-view

With just a quick glance the mini-view shows the number of chats and agents.
chat-portal-activity-mini-view
Each of the dots and their corresponding color have their own meaning.
Chats:
Blue dot – Chats currently in progress.
Orange dot – Incoming chats notified to Agents.
Red dot – Visitors waiting in the queue

Agents:
Green dot – Available online agents
Yellow dot – Paused online agents
Grey dot – Offline agents


Widget-view

By clicking on the mini-view a larger view is displayed with additional details broken down by widget. To return to the mini-view simply click on the “Home” button or any visitor or Team Chat.
chat-portal-activity-large-view


Team Chat

For information on how to use the internal team chat click here.


Desktop notifications are a great way to make sure you never miss a chat with a website and to stay alert of any important information from visitors and within a team chat.

Getting setup

First thing is to make sure you’re using the latest version of Chrome, Firefox or Safari. (Internet Explorer  IE users please see see this post for more details) When you first sign into the Chat Portal there will be a prompt asking if you want to enable desktop notifications. If you click on the “Yes” button there will be a subsequent prompt from the browser itself asking for permission to display desktop notifications. After clicking on the “allow” button you are all set. You can make adjustments as to when the desktop notifications are shown by clicking on the little gear icon in the lower left hand corner of the page and making changes to options in the “Desktop Notifications” tab.

Troubleshooting

Still not seeing desktop notifications or want to test to make sure desktop notifications are enabled no problem simply sign into the Chat Portal:

2016-04-21_1148

 

After you are in the chat portal follow these 3 simple steps:
1. Click on the little gear icon in the lower left hand corner of the page
2. Select the “Desktop Notifications” tab
3. Click on the “Display a sample notification” link

desktop-notifications-new

If a desktop notification doesn’t appear most likely this is a result of your browser not having permission to do so. To fix this, follow the steps below based on your browser:

* Chrome users Chrome– click on the lock icon in your browser’s address bar. In the drop-down that appears, select the “Permissions” tab and verify that the “Notifications” option is set to “Allowed by you”.
desktop-notifications-chrome

* Firefox users Firefox – click on the lock icon in your browser’s address bar. In the drop-down that appears make sure that “Show Notifications” is set to “Allow”.
desktop-notificatons-firefox

* Safari users  Safari– click the “Safari” file menu, then “Preferences”, then “Notifications.” In the “Notifications” tab find www.snapengage.com in the list of websites and select “Allow.”
desktop-notificatons-safari

 

Once you have followed the steps to set up chat desktop notifications and have and the correct permissions you will now see notifications in the chat portal:

Desktop Notification

 

Please note that you will not receive desktop notifications if you are in “incognito” Incognito mode . Additionally, you can not resize desktop notifications or positioning those are set by the browser.

Did you know there is an all-new agent chat portal? It’s called the HUB and you can read more about it here https://help.snapengage.com/intro-to-hub/ 

Also feel free to check out all our new chat portal sounds to notify you of incoming chats by clicking here

 

Did you find this article helpful?

Not HelpfulNeeds WorkSo-soHelpfulVery Helpful (46 votes, average: 4.46 out of 5)
Loading ... Loading ...

Published May 18, 2012