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SnapEngage offers significant flexibility to how you manage your incoming chats. This document covers many of the frequently asked questions about the queue logic and how various features and situations affect it.
The purpose of this article is to provide a comprehensive overview of how routing by tag works. Routing by tag is a powerful tool which allows you to route chats to a specific agent based on a matching tag found under the Settings > Agent Settings > Chat assignment tab.
Routing by tag is …
READ FULL ARTICLEThis article will cover labels under the Settings > Hub tab.
Labels is a really powerful new feature to allow your agents to categorize conversations sent to your CRM, Help Desk integration or in your CSV logs exports. In this article, you will find some of the common uses for labels, as well as some tips …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how routing by tag works for reactive chats.
Let us assume that we have two agents set up in a widget; Jasmin and Jon each with a different set of tags.
Jasmin has been tagged with “spanish” and “gold” and Jon with “spanish” and “spanishexpert”.…
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how routing by tag 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 …
READ FULL ARTICLEThis article explains how to use routing by tag, which is used to route.
Routing by Tag is an advanced feature, available only on Enterprise Accounts, which enables routing of chats to the most appropriate agent based on skill-set, language, specialty etc. Setting up this feature requires configuration in the SnapEngage Admin Dashboard and can also …
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