Home > Tips & Tricks

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 …


Dynamic Proactive Messages Using JavaScript Variables

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 …


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 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 that might help resolve notification issues for you.

  • If you have not done so one thing that might help is to check if Chrome

SnapEngage Best Practices Agent and Admin

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


1. Tone/Voice

  • 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

Live Chat Guided Browsing

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 the target page too, the current chat will stay open.

How to use the Guided Browsing feature:

You can use this …


Widget Setup


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 …


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, …


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 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 storage location on your computer for files downloaded by your browser to display websites. Sometimes they may show old information, and this may …


How to create 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- 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 …


How to load one widget or another depending on variables

About this Article-

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 …


How to: Use Labels

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

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 …


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 …


Test SnapEngage on your site before going live

About this Article-

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 …


How to: Hide button on 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 -->; <script type="text/javascript">   (function() {     var se = document.createElement('script'); se.type = 'text/javascript'; se.async =

How to: Read chat transcripts

About this Article-

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 …


How the tag routing 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 handling support or sales chats.

Jasmin has been tagged with German, English, sales and support, Jon with English, French, Spanish, Mandarin and support…


How the tag routing 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”.

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


Localizing your Custom Design

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 …


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 …


How do I open a chat from an email link?


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 …


How does an extension work 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 the extension.
To add an extension for your agent:
  1. Click on the Agent Settings tab of your Admin Dashboard and then click Edit

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:

On some rare occasions a visitor finally replies to a proactive chat message on your site but all agents associated with the widget are


How to view chat transcripts

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 …


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!


  • Bots: Check our our Guide Bot which can help guide visitors to the best suited agent, or our Answer Bot, which can

Conversations 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 based on your Conversation Hub’s Desktop Notification settings. Also, the taskbar icon will flash if the Conversations Hub is not …


Intro to 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 Monitor in detail. To access the Chat Monitor, click on the “Chats” tab of your Admin dashboard, which …


Multiple Widgets: Tips and Best Practices

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 …


Getting Started – Tips and Best Practices

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 …


How to Attract 20% More Customers with Live Chat

About this Article-

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 …


Why Proactive Chat is Superior to 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 time had come to document our official stance on the matter.

It is not surprising that Site Monitoring seems attractive at first glance, …


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 as best as you can!

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


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 give it a try!)

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

Step 1: