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Routing by tag for proactive chats: Configuration

Routing by tag is a very powerful feature. Below is how to configure it for Proactive chats. You do not need to enable the routing by tag option under the Chat Assignment menu to do this. 

 Step 1. Assign Tags to Agents

To assign tags to your agents, you go to Settings -> Agent Settings -> Chat Agents. Click on …


How the tag routing works for proactive chats

Let us assume that we have three agents set up in a widget; Jasmin, Jon and Dante. All three of them have been assigned with tags based on the languages they speak and whether they should be handling support or sales chats.

Jasmin has been tagged with German, English, sales and support, Jon with English, French, Spanish, Mandarin and support…


Why Proactive Chat is Superior to Site Monitoring

We occasionally hear requests for this feature, “Site Monitoring,” which allows you to view all of your website visitors in real time for the purpose of manually extending chat invitations one by one.

We decided that the time had come to document our official stance on the matter.

It is not surprising that Site Monitoring seems attractive at first glance, …


Basic rule configuration in Proactive Chat

Our Proactive Chat system is extremely configurable, and it can get pretty complex.

It will allow you to create various rules to help you engage visitors. In this article we will go over the basic rules which is what about 90% of our customers use, and once you go over this you will have a much better understanding and grasp …


How to test if Proactive Chat is working

If your Proactive Chat doesn’t seem to be working, this guide will help you diagnose and understand the issue. This doc covers the most common pitfalls and points of confusion when Proactive Chat isn’t working.

As it will also be mentioned right below, when you test Proactive Chat, it is best that you use a Google Chrome “Incognito” window, a …


Rule Types for Proactive Chat

Understanding the Benefits of Proactive Chat:

Proactive Chat is a great way to engage your website visitors. When someone visits your website, you can set up Proactive Chat to automatically pop up to greet them and invite them into a chat. The proactive chat message can be generic or very specific, targeting a visitor fitting a certain profile. You will …


Proactive Chat v2 evaluation operators

Evaluation operators

Rules enable you to compare the parameter(s)  selected to your own value. The evaluation parameter lets you decide how to compare the parameter to your value. For example, for a number you can use:

  • “equals”
  • “not equals”
  • “greater than”
  • “less than”
  • “equal or greater than”
  • “equal or less than”

Text type

In the following explanation we are using …


Four Reasons to Use Proactive Chat

Four reasons to use proactive chat AND to be more efficient:

1.  When monitoring a dashboard and manually engaging your website visitors, you would first have to select a visitor, write a message, and wait for your visitor to respond. In the end, it takes too much time out of your day to decide who you want to chat with


How do I adjust the time before the proactive chat window automatically closes?

Awesome proactive chat engagement is something that we pride ourselves in here at SnapEngage.  However, when we implemented the proactive chat feature, we went off the assumption that if a visitor wasn’t called to action within a minute or two, they probably weren’t interested in initiating a chat, and consequently, we programmed the proactive chat window to automatically disappear.  We …


Proactive Chat URL Rules

This guide will explain the different ways to configure your Proactive Chat v2 using our URL rules.  We have three types of URL rules:
  • contains“/”does not contain” – our basic rule which will work for most users in most cases
  • begins with“/”ends with” – our moderate level rule which requires some extra

How do I programmatically disable the proactive chat for some users I know are already converted?

To disable proactive chat for converted visitors you can place the following line in the SnapEngage JavaScript code after the line:

// Place your SnapEngage JS API code below


Note: If you have not added or updated your code since January 1st, 2013 then you will want to add the above line after the SnapEngage.addButton(…) or SnapEngage.init(…).


How do I programmatically start the proactive chat on some pages?

You will have to setup a rule (or some rules) that matches the URLs for these pages and therefore have a proactive chat message prompt defined. The delay should be long enough so that the engagement is not done by the timer but instead by the API call.

Just make this call from your JavaScript logic to start a proactive …


Chat Assignment & Routing

There are two types of chats, Proactive chat and Reactive chat.

Proactive chats

Proactive chats are first assigned to agents with the least number of chats when a visitor is on your site.

Example: Mia has one chat and Chris has no chats. If a visitor comes to the website they will see the proactive chat prompt from Chris.

All …