This article describes a single “recipe” for using our improved multi-step Guide Bot. Each recipe is a strategic guide for deploying the Guide Bot. Please refer to our Guide Bot Introduction and the Guide Bot Configuration Guide for more general information. This recipe assumes basic familiarity with SnapEngage configuration and setup (widgets, agents, Design Studio, etc). You may need to …READ FULL ARTICLE
Home > Tips & Tricks
The GDPR approval checker allows you to ask visitors for consent before starting their chat, even on proactive chats. The visitor will no be able to start a chat, until they have confirmed they have read and understood the message. The configuration for this is done from the admin dashboard, under Agent settings –> Chat assignment.
You …READ FULL ARTICLE
Dynamic Proactive (and Bot) Messages.
Proactive chat is a great way to increase engagement with your visitors and clients. The most engagement occurs when you make your messages highly contextual and personalized. Making your messages dynamic (with variable content) is a way to make these messages even more targeted. You can accomplish this by passing data from your site or …READ FULL ARTICLE
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 …READ FULL ARTICLE
Are you using the latest version of Chrome and up to date yet you no longer get sound notifications or desktop notifications in Conversations Hub ? Not to worry here are some tips we can provide that might help resolve notification issues for you.
- If you have not done so one thing that might help is to check if Chrome
This doc is to outline some of the best practices when using SnapEngage on both the agent and admin side.
- The tone and voice of the agent(s) is very important and can make the customer experience a great or not so great one. You are the voice for your company so what kind of voice do you
How to use the co-browsing feature:
You can use this command by …READ FULL ARTICLE
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 …READ FULL ARTICLE
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, …READ FULL ARTICLE
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 …READ FULL ARTICLE
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 …READ FULL ARTICLE
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 …READ FULL ARTICLE
If the Salesforce integration fails because of duplicates with firstname.lastname@example.org here’s the workaround
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 email@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 …READ FULL ARTICLE
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 …READ FULL ARTICLE
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… READ FULL ARTICLE
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 …READ FULL ARTICLE
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**READ FULL ARTICLE
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 …READ FULL ARTICLE
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
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 …READ FULL ARTICLE
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…READ FULL ARTICLE
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 …READ FULL ARTICLE
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 …READ FULL ARTICLE
This article will attempt to address issues involving not being able to use the spacebar in a chat window as seen below.
Create your landing page
This can be any old page on your …READ FULL ARTICLE
Adobe Flash does not obey the layering set in the HTML code on all browsers. If the SnapEngage button or chat form appears to be hidden behind a flash video or app, you just need to set the wmode parameter set to transparent. Add this code in your OBJECT tag:
AND the following parameter to the EMBED tag:
- Click on the Agent Settings tab of your Admin Dashboard and then click Edit
When you have a chat with a visitor on your website, SnapEngage can trace their IP address and thus their location. The chat agent can see that information during the chat being displayed in Conversations Hub. The administrator can also see the location in the case report which they can find under the Logs tab in the Dashboard.
Sometimes it is possible that you have a setup that does not allow chat transcripts sent to your email address, but you sometimes still see them in your inbox. This can happen for the following reason:
On some rare occasions a visitor finally replies to a proactive chat message on your site but all agents associated with the widget are…
SnapABug.allowPageChangeNotification(false);… READ FULL ARTICLE
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 …READ FULL ARTICLE
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!).…READ FULL ARTICLE
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 …READ FULL ARTICLE
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 …READ FULL ARTICLE
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 …READ FULL ARTICLE
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 …READ FULL ARTICLE
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, …READ FULL ARTICLE
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 …READ FULL ARTICLE
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:… READ FULL ARTICLE