The first snow is coming down on our Berlin and Boulder offices, time get a hot drink, turn up the heater and winterize your chat box!
To help you and your visitors to get into the spirit, we made a festive and frosty chat box style available for you.
After 7 years of availability, Skype announced earlier this month that it will be putting an end to its Desktop API in December 2013.
This “Desktop API” (Application Programming Interface) is what enables third-party applications like SnapEngage to communicate with Skype.
Since we use a variation of that Desktop API to communicate with Skype — and based on the information provided by Skype — at present, it is not clear if the SnapEngage-to-Skype integration will still work or not after December 2013.
Therefore, for new customers we are removing the Skype integration as an available chat client. Instead, we highly recommend our native SnapEngage web chat portal — Google Talk is also still an available option.
For existing SnapEngage Skype users we will continue to support the integration as long as we can. Please rest assured that we are committed to providing support for your existing Skype agents. However, we cannot guarantee that it will work after the Skype API shutdown scheduled for December 2013.
If the SnapEngage Skype integration becomes unavailable, we recommend using the SnapEngage web chat portal instead. Please give it a try, we are sure you will like it. You can find more information about the SnapEngage chat client here.
As always, please come chat with us if there is anything we can do to help.
We are happy to announce a new feature for our “Email integration.” Starting today, you now have the option to send an additional copy of every chat transcript to your agents’ email. (Web Client agents only.) After each chat closes, the chat transcript will be sent to the agent who handled the chat.
How do you do that? Log in to your SnapEngage settings page, and go to the “Integrations” tab.
Click to open the ‘Advanced’ section, and you will see a new option : “Send chat transcripts to your agents’ email.”
Set it to “ON” and click “Save.”
That’s it! You’re ready to go!
Hello, beloved SnapEngage customers!
Please note that we will be taking an offsite strategy meeting this week: from Monday – Friday (Aug 26 - Aug 30). We will try to be online for support as much as possible, but coverage may be spotty while we are away.
We will be spending a lot of time talking about how we can make our product even better for you, where we should to prioritize our development resources, and how to improve customer satisfaction even more.
In short: We’ll be working on making you, the customer, even happier.
So please bear with us over the next week, and we’ll see you when we get back!
As always, you can leave us a message while we’re away, and we will get back to you as soon as we can.
Today we are happy to announce an update to our Zendesk integration that brings many new improvements and enhancements to an already awesome integration!
In a nutshell things to look for are:
- Improved custom field mapping (the ability for SnapEngage to automagically map specific data to a field in Zendesk)
- Conditional mapping (every single mapping can now be for online, offline or both!)
- Validation of Zendesk connection (indicator that we have successfully connected)
- No longer need to use your password to establish a connection
Now let’s learn how to do all that!
The 1st thing you will notice in your account is the notification alert above, click the link to begin the migration to the new version. If you don’t see this notification make sure that you have selected your widget that contains a Zendesk integration.
You will then have a pop up to confirm your desire to migrate and a new screen that requests your Zendesk token. This token can be found in your Zendesk account under Settings > Channels > API. Copy your Zendesk token and paste it into the token field in SnapEngage.
Now you will want to click Validate Connection and if successful you will see:
It really is that simple! Now that you are connected you can click the Advanced drop down and begin to test out the new custom mapping option. One of the great things is now you won’t have to remember any strange ID values for your custom fields, we will actually pull any that you have created and display them in the drop down directly.
The toggles on the left indicate how you would like us to handle each particular mapping:
- If the speak bubble is selected then the mapping will only apply to live chats.
- If the Envelope is selected then only offline messages.
- If both are selected then the mapping will be applied to both.
To learn more about mapping data to custom fields you can read up on it in our help portal here.