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
Home > Tips & Tricks
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 …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
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:
The relevant part of this page is the paragraph that says:…READ FULL ARTICLE
If the Salesforce integration fails because of duplicates with email@example.com 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 firstname.lastname@example.org 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 the SnapEngage chat portal upon your computer startup. If you are looking to save a step and set this up please keep reading our how to guide.
Steps for Windows users
In order to automate this task and have your computer launch the SnapEngage …READ FULL ARTICLE
Add a checkbox onto the pre-chat/offline forms for GDPR compliance
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 need the Design studio enabled for this). These are the steps :
1- …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:
- 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 the chat portal. 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…
…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 Chat Portal can add a badge to the taskbar icon based on your Chat Portal’s Desktop Notification settings. Also, the taskbar icon will flash if the Chat Portal 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 the Chat Portal
Although it might sound obvious, it is important …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
If you’re using the SnapEngage Web Client, 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 Web Client, 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. …READ FULL ARTICLE