Chat agents can use the co-browsing feature to redirect the visitors page while in a chat. To redirect them to a different URL the chat agent can use the /goto command. If your SnapEngage JavaScript is installed on the target page too, the current chat will stay open.

How to use the co-browsing feature:

You can use this command by …

Widgets

Widgets enable different configurations for different sites, products or customers. For example, a Sales widget and a Support widget.

To add a widget:

1. Log into your Admin Dashboard.

2. Click on the widget drop down and select “create a new Widget” at the very bottom.3. At this point you will be brought to the Options tab …

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, …

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 …

Occasionally, you may be requested to clear the cache on your browser. In order to improve speed on your navigation, your browser will remember certain information from websites you visit often. The browser cache is a temporary storage location on your computer for files downloaded by your browser to display websites. Sometimes they may show old information, and this may …

You may have noticed that the version 57 of Google Chrome brought some changes with it. Long story short, if you are not a certain tab, Chrome may put it to sleep to use fewer resources, which in principle is a nice concept, but this may interfere with the time it takes for you to get notifications. In order to …

A few web hosts are still restricting their customers to place 3rd party JavaScript code in their page. If you have exhausted all options with your webhost team and the SnapEngage support team, you can still consider using SnapEngage in popup mode. In this mode, your visitor will not chat with your team within your site content, but a new …

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 …

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 …

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 and tricks for getting the most out of your labels.

The new Labels UI for

How to Launch SnapEngage Upon Computer Startup

This guide will go over and assist on launching SnapEngage Conversations Hub upon your computer startup. If you are looking to save a step then please keep reading our how to guide.

Steps for Windows users

In order to  automate this task and have your computer launch the SnapEngage Conversations Hub website for …

Add a checkbox onto the pre-chat/offline forms for GDPR compliance

**For proactive chats or manual chats with no pre-chat form, see this article**

Do you need your visitors to check a box before starting a chat? (this may be a requirement for GDPR, for example)? Then this is really easy to do using the Design Studio (you will …

There is a good chance you want to do some testing with SnapEngage before you make your Live Chat public, that is: before you go live with Live Chat. Here’s a quick guide to help you slip SnapEngage into your site like a little chat ninja, without alerting your visitors to its presence.

This will require getting your hands a …

If you are wanting to hide the mobile button, you will need to edit the code snippet you place on your website. Below are 2 options for doing this.

Use this snippet to hide the button on mobile AND disable proactive chat

<!-- begin SnapEngage code -->;
<script type="text/javascript">
  (function() {
    var se = document.createElement('script'); se.type = 'text/javascript'; se.async = 

How to: Read chat transcripts

Chat transcripts (also known as chat logs) are a powerful tool which, if analyzed correctly, can help your chat agents be more efficient. This in turn provides a better visitor experience, which is why we do what we do! From an agent’s perspective, they can be helpful as a point of reference for previous 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…

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”.

To illustrate how reactive chats are routed when using tags, we shall explore a handful of different scenarios in which one of them …

Our new customization tool, the long awaited Design Studio about which you can read here, has arrived. It is a powerful tool that will allow you to be as artistic as you may and make your chat box and pre-chat / offline forms best suit your website.

It is a newly released tool however and as we are still …

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 …

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 …

Overview

You can start a chat from an email link, however, there are certain limitations. SnapEngage needs an active browser window to work — JavaScript code can not be included in emails for security reasons. So you’ll need to create a special “landing page” for these email links.

Create your landing page

This can be any old page on your …

1. Click on the Agent Settings tab of your Admin Dashboard and then click Edit

Add the following call in the same JavaScript block as the call to init() or addButton()

…

How to view a chat transcript while the conversation is ongoing

1. Log into your admin panel.
2. Select the Dashboard tab and choose between the Single and Multi Monitor. The Single Monitor will display the chat activity of the current widget while with the Multi Monitor you can see the activity on more widgets. In both cases you …

When you try SnapEngage free for 15 days, we want to make sure you experience all the great features and benefits that we offer with our product.

Here are some features you don’t want to miss!

• Excellent Support:  Offices on two continents allow us to cover a broad time range for support. We are here to answer your questions from

IE does not offer the same Desktop Notifications as other browsers, but it does offer something similar with Pinned Sites. Once a site is pinned to the task bar, the Conversations Hub can add a badge to the taskbar icon based on your Conversation Hub’s Desktop Notification settings. Also, the taskbar icon will flash if the Conversations Hub is not …

We have so many useful features that you may have missed a few! We want to make sure you’re getting every ounce of value out of our Live Chat, so here are some of our best features you may not be using (yet!).…

Understand and make use of our Real-Time Chat Monitoring to get all of your chat activity at a glance. Whether you have a single widget or multiple, we have a monitoring page that tracks active chats. This doc will explain the Chat Monitor in detail. To access the Chat Monitor, click on the “Chats” tab of your Admin dashboard, which …

This article will show you a step by step on how to install more than one widget.

There are a number of scenarios where you might want to use Multiple Widgets to segment various types of chat teams. The most common being separate widgets for Sales and Support teams. Others might include: one widget for each language your support team …

Whether you’re new to SnapEngage, or new to Live Chat in general, we want to make sure that you get the most out of our solution. In this document you will find some of our collective wisdom on how to use your Live Chat most effectively.

Get familiar with Conversations Hub

Although it might sound obvious, it is important that …

Thousands of organizations use SnapEngage to attract more customers… 20% more on average! Here are some of the amazing ways they’ve done it.

1. Turbo charge your conversion page

When visitors are at your signup or checkout page, they usually still have questions on their mind. How can you get them what they need quickly so they can complete their …

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, …

What are agents?

Agents are what we call the people who will be using SnapEngage chat to help your customers with their questions. They are the front line of customer service, so you want to set them up as best as you can!

Here we will go into detail on what settings you will be able to add to their …

When you are using the SnapEngage HUB, making good use of the Team Chat feature could significantly improve you and/or your team’s performance.

(And if you’re not using the SnapEngage HUB, now is a great time to give it a try!)

What follows is a list of features, and tips on how to make them work for you.

Step 1:

Some users may want to hide the Chat Button initially, then reveal it after X seconds. Here is a little copy-and-paste Javascript snippet you can use to do this. This snippet utilizes the functions: SnapEngage.hideButton() and SnapEngage.showButton().…