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FAQ Google Analytics

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 …


How to test the Logs API

If you are familiar with our Developer website, you may have seen we have different APIs, among them, the Logs API which allows you to download logs from your widgets on a given timeframe, or even connect them to a third-party software.

Here, you will get the information on how to test the API and make the calls to …


Routing by Tag

Routing by Tag

Routing by tag is a powerful tool which allows you to route chats to a specific agent based on a matching tag. For example, you could use a “spanish” tag that is defined on your Spanish site to route a chat to an agent with a corresponding “spanish” tag. As this is an advanced feature, we have …


How to load one widget or another depending on variables

Most of our customers would choose which widget they want to install where, and install them accordingly on those pages. However, if you are running more of a complex operation, where you may want to detect some specific settings to determine which widgets to load, we can help with that!  In that case you may want to load one widget …


How to set up SnapEngage with TOPdesk

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, …


Adding SnapEngage to your Doodlekit Website

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 …


Finding your Highrise API token

Your authentication token (or API token) is a special code that allows services outside of Highrise to connect to your account with your permission.


Your Highrise authentication token can be found as follows :

  • Login to your Highrise account using your personal URL (http://your-account.highrisehw.com).
  • Click on the “My info” link on the top right-hand. You’ll be presented with your

Using File Exchange. What to consider!

If you want to read about how to configure the “File Exchange” feature, you can do so by clicking here.

A few things to keep in mind when you use “File Exchange” are that:

  • File Exchange is available via the Conversations Hub.
  • The maximum file upload size is capped at 32 MB.

When you activate the feature, the first …


Troubleshooting Chat Window Spacebar Issues

This article will attempt to address issues involving not being able to use the spacebar in a chat window as seen below.



If you are in a chat and notice that the spacebar is non responsive, it could be due to a Javascript conflict. We have had some reports from SnapEngage users who use the Galleriffic 2.0 library experiencing …


Pop up the Pre-Chat form after X seconds

When visitors land on your website, perhaps you want to capture their information before they leave without waiting for them to click the chat button. Well, there is a way to programmatically pop-up the Pre-Chat form for your website visitors. Here is a copy-and-paste Javascript snippet that you can use to do this. This snippet uses a few of our …


Integration POST API JSON


Have a custom-built integration or third-party application you want chat data sent to? No Problem!

The SnapEngage Integration API allows developers to easily interface SnapEngage with other applications, getting all the data you gather sent to the place you want to keep it. This transaction provides detailed information pertaining to the request and allows developers to recreate the request …