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GDPR approval checker

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 …

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Dynamic Proactive Messages Using JavaScript Variables

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This article explains how set a dynamic proactive message.

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 …

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FAQ Google Analytics

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This article clarifies commonly asked questions about 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 …

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How to Check for Notification Issues for Chrome Users

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The purpose of this article is to provide a comprehensive overview of how to Check for Notification Issues for Chrome Users.

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 …

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SnapEngage Best Practices Agent and Admin

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The purpose of this article is to provide a comprehensive overview of  some of the best practices when using SnapEngage on both the agent and admin side.

This doc is to outline some of the best practices when using SnapEngage on both the agent and admin side.

Agents

1. Tone/Voice

  • The tone and voice of the agent(s)
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Live Chat Guided Browsing

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This article will cover the Guided Browsing feature that redirects the visitors page while in a chat.

 

Chat agents can use the Guided 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 …

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Widget Setup

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This article explains widgets and how to add, remove and rename them.

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” …

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How to set up SnapEngage with TOPdesk

Chatting with SnapEngage in


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The purpose of this article is to provide a comprehensive overview of how to set up SnapEngage with TOPdesk.

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 …

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Routing by Tag

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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

Routing by tag is …

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How to clear the cache on your browser

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The purpose of this article is to provide a comprehensive overview of how to clear the cache on your browser.

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 …

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How to create an integration with Zapier and Google Sheets

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The purpose of this article is to provide a comprehensive overview of how to set up an integration with Zapier and Google Sheets.

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- …

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How to load one widget or another depending on variables

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This article goes over how to load a different widget based off 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 …

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How to: Use Labels

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This 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 …

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How to Launch SnapEngage Upon Computer Startup

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The purpose of this article is to provide a comprehensive overview of how to Launch SnapEngage Upon Computer Startup.

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 …

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Privacy policy checkbox for GDPR compliance

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

About this Article-

This article goes over how to set up a GDPR privacy box for usage.

**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 …

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Test SnapEngage on your site before going live

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This article goes over how to test SnapEngage on your site before going live.

 

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 …

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How to: Hide button on mobile

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This article explains how to hide the button on a mobile.

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
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How to: Read chat transcripts

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This article goes over how to locate and read chat transcripts.

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 …

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How the tag routing works for proactive chats

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The 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 …

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How the tag routing works for reactive chats

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The 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”.…

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Localizing your Custom Design

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This article explains how set the chat box in another language.

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 …

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Troubleshooting Chat Window Spacebar Issues

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

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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 …

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Pop up the Pre-Chat form after X seconds

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The purpose of this article is to provide a comprehensive overview of how t0 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

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How do I open a chat from an email link?

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The purpose of this article is to provide a comprehensive overview of how to open a chat from an email link.

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 …

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How does an extension work with the Call-me feature?

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The purpose of this article is to provide a comprehensive overview of how an extension works with the Call-me feature.

When adding  an extension number for your agent to the call-me phone number, SnapEngage first dials the number, and then when the automated system picks up, waits 0.5 seconds and sends the DTMF tones to connect to
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How accurate is the Geolocation of the visitor report?

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The purpose of this article is to provide a comprehensive overview of how accurate the Geolocation is of the Analytics> visitor report.

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

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Why are some chat requests sent as offline messages?

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The purpose of this article is to provide a comprehensive overview of why are some chat requests sent as offline messages.

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:

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How to view chat transcripts

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This article explains how to view chat transcripts during a live chat and after it ends.

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 …

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Benefits of Using SnapEngage

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The purpose of this article is to provide a comprehensive overview of the Benefits of Using SnapEngage.

When you try SnapEngage free for 7 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!

Automation

  • Bots: Check our
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Conversations Hub Desktop Notifications with IE

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The purpose of this article is to provide a comprehensive overview of Hub Desktop Notifications with IE.

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 …

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Intro to the Chat Monitor

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The purpose of this article is to provide a comprehensive overview of the Chat Monitor.

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 …

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Getting Started – Tips and Best Practices

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The purpose of this article is to provide a comprehensive overview of Tips and Best Practices for Getting Started.

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 …

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How to Attract 20% More Customers with Live Chat

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This article goes over suggestions on how to attract more customers.

 

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 …

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Why Proactive Chat is Superior to Site Monitoring

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The purpose of this article is to provide a comprehensive overview of why Proactive Chat is better than 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 …

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How to add or remove an agent

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The purpose of this article is to provide a comprehensive overview of how to add or remove an agent.

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 …

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Make the most of Team Chat

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The purpose of this article is to provide a comprehensive overview of how to Make the most of Team Chat.

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 …

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Hide the Chat Button, then Reveal the Chat Button after X seconds.

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The purpose of this article is to provide a comprehensive overview of how to hide the Chat Button, then Reveal the Chat Button after X seconds.

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 …

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