The Live Chat Blog

Take your brand’s chat experience to the next level with our Design Studio. Contributors: Abby Schmautz, Kent Riggs Have you had a chance to get your hands on our new Design Studio yet? (Or, are you sitting there thinking, what’s that? If so, we’d encourage you to check out this previous blog post to get up to speed before diving in here).  As many of our clients are quickly discovering, the Design Studio (released in January) provides an array of opportunities to unify your entire customer experience and ensure that live chat plays a seamless role within that experience. It’s more important than ever for companies to create compelling brand experiences if they want to stay relevant in today’s landscape, which is why our team has worked tirelessly to bring you the Design Studio. […]

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Learn more about how our enhanced, events-based live chat analytics produce even more precise reporting. SnapEngage clients may have noticed some recent updates to the Analytics section in the Admin Dashboard. In short, we’ve added some new reports and made improvements to give you more consistent, reliable and accurate data in your reports. Here’s a breakdown of the new Analytics enhancements: New data sources for response time reporting Our new reporting method breaks out actual agent response times from wait and queue times to provide a more accurate representation of the true causes behind visitor wait times. Prior to the recent updates, we were using time stamps on chat transcripts in the database to determine response times. […]

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Elevate and Enhance Your Brand with Powerful New Chat Design Tools Contributors: Addie Levinsky, Abby Schmautz & Kent Riggs Your brand is important. It’s unique. It’s not (nor should it be) confined to a singular image, color, pattern, or name. At SnapEngage, we truly believe the user experience is a culmination of a company’s earnest, varied efforts across all touchpoints large and small – and this includes perception of your brand. We’ve now made it easier than ever to tailor the chat experience to your brand with the recent unveiling of the SnapEngage Design Studio. This exciting new release infuses our customization options with powerful new design tools to help you fully customize your brand’s chat experience. […]

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Improved emoji support for SnapEngage clients and visitors We’re excited to announce that we recently added expanded emoji support to our live chat interface on both the client and visitor sides. So, now, whether you’re chatting with your team or chatting with your website visitors, you can say what you want to say with emojis. The new release brings the following enhancements: Improved image library We’ve added an expansive library of commonly (and not-so-commonly) used emojis so every emotion, symbol and reaction is at your fingertips. From animals to food to sports, whatever you have to say, you can now say with an emoji! […]

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A More Accessible Live Chat API While we strive to meet the demands of all of our users, there is no one-size-fits-all solution when it comes to software development… BUT we still want to help see all of your out-of-the-box ideas to fruition, which is why we offer a flexible live chat API to adapt to your own use cases. And even better… you can now generate your custom API key quickly and easily within your SnapEngage Admin Dashboard. (NOTE: The API Key Generator tool currently only allows access to the Visitor Chat API with more API functionality coming soon.) […]

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Introducing a more complete and accessible chat history for agents Agents are no longer limited by their Chat Portal browser session to access their recent closed chat history. Our newest release makes visitor chat history more readily available to agents within the Chat Portal. While complete chat transcript log history remains restricted to the Account Administrator, we recognize that agents often need to refer back to recent visitor chats to view what was said and plan follow-up actions. The new ‘Closed Chats’ tab within the Agent Chat Portal displays a history of all visitor chats that occurred over the past two days, chronologically ordered from most recent to oldest. […]

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Convert More Leads With SnapEngage + HubSpot The SnapEngage + HubSpot integration just got a whole lot better! We’ve updated our native integration with HubSpot to provide more actionable insights for your sales team to turn passive website visitors into qualified leads and valued customers. A few notable features and benefits of the enhanced integration are highlighted below. Automatically create new leads and update existing contacts when you chat with your website visitors When you chat with new website visitors, SnapEngage will automatically send your lead’s contact information into HubSpot at the close of a chat. For returning chatters, SnapEngage will display your contact’s information to your chat agent so your team always knows who they’re chatting with and what was said. […]

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We’re APP-Happy! We can barely contain our excitement … The new SnapEngage Mobile App for iOS and Android has arrived! You can now engage with your website visitors anytime, anywhere.            We know that your work extends far beyond the confines of your desk, and our new mobile app allows you to take your workspace with you. The user-friendly interface allows you to set your status to available or paused and notifies you of incoming visitor chats, along with maintaining all of your open team chat channels. […]

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More intuitive display and additional agent performance reporting These days, every strategic decision is a result of how we interpret data, which is why we have made some recent enhancements to your Live Chat Analytics. These updates include more user-friendly displays and additional agent performance reporting capabilities. […]

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Instantly Connect Website Visitors With Your Most Qualified Team Members Live chat enables real-time engagement with website visitors at the precise moment they have questions, even before they have to ask. It’s all about timing and immediacy. How quickly are you able to meet that visitor’s needs so they can accomplish what they came for and be on their way? But getting visitors to engage with live chat is only the first step. Once they engage, it’s important to get their questions answered quickly and efficiently, and this begins with connecting them to the appropriate members on your team. How much time does your team spend transferring visitors between agents? […]

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Providing a safe environment to collect visitor data. We live in an age where technology makes us so powerful, and yet so vulnerable at the same time. For most of us, our lives and businesses function by way of data points – credit cards, account numbers, personal identification numbers, passwords. Operationally speaking, we are identified more by our numbers than by our names. So when it comes to doing business, it’s important to be able to communicate that data instantly and securely. In addition to the already secure infrastructure of the SnapEngage system (read more here), we have added a powerful new secure data transfer feature that allows your agents to safely collect confidential information from your visitors right in the chat window. […]

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We have just enhanced our social discovery features to allow for more admin control over the visitor information that is made available to agents, including social media networks, IP Address and Geolocation information. We have also added several notable social media networks to the list of offerings, including:

• Hacker News
• Meetup
• Tagged
• VK
• Yahoo
• YouTube

The admin dashboard allows you to select the individual social media networks that you would like to pull in for each of your visitors and also allows you the option to enable/disable IP Address and Geolocation tracking. Social Discovery Social media really brings us all closer together and helps build amazing networks and stronger connections the world over. […]

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Your Agents and Visitors Will Thank You All users now have the ability to exchange files with visitors during a chat! How many times have you been in a chat and wished you could send an image or document rather than typing a lengthy explanation? With SnapEngage’s new File Exchange feature, you can now share screenshots, product images, documents and so much more right in the chat window! This feature is exclusively available to agents within the Chat Portal. Your sales and support services just got a whole lot better! Send files to a visitor during chat Request files from a visitor during chat Receive a file from an offline/prechat visitor* *If your widget uses a custom form, this feature must be manually added to your custom form code by a SnapEngage developer, if there is ample space to place the feature in your custom form. […]

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SMS Chat Is Here We’ve added yet another way for your customers to engage with you while they’re on the go. With text messaging quickly becoming a preferred method of communication across demographics, SnapEngage’s new SMS-to-Chat feature allows your visitors to communicate with your agents via SMS text message. The Admin Dashboard now provides you with the ability to select and manage your phone numbers so that your agents can interact with your customers just like any other chat. UPGRADING YOUR ACCOUNT IS QUICK AND EASY 1. Login to your Admin Dashboard. 2. Click on the ‘Text’ icon in your Settings tab. […]

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Your customers are mobile, and now so are all of your favorite SnapEngage chat features Our newly improved mobile-optimized visitor chat window automatically detects when users are on a mobile device and allows your visitors to seamlessly interact with your agents. And better yet, your admin dashboard settings allow you to customize the look-and-feel of your mobile chat window to best represent your brand. Proactive Chat Support Now you can send targeted proactive chat invitations to mobile website visitors in addition to desktop users. And the best part is that the same rules that you set up for desktop chat automatically carry over to mobile, so you only need to configure your rules once. […]

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You asked for it, so we delivered our latest setting within the Admin Dashboard, configurable Chat Idle Time. This allows an admin to set the amount of time a chat can sit idle before it closes due to inactivity. This allows you to better configure your chat experience for both you agents and your customers. Let’s say you’ve just started with SnapEngage and your agents are coming up to speed with how to use your knowledgebase. It might take a little more time for your agents to find the answers your customers are looking for, so you might increase the Chat Idle Time a little bit so your agents don’t forget about your customers. […]

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As an super star agent, it’s not uncommon to be assigned to multiple widgets such as sales and support and to have those widgets configured to use different integrations, like Salesforce and UserVoice. So what do you do when a sales chat actually turns out to be a support chat, or vice versa? One thing you can do is to transfer the chat to another agent on the sales or support widget. However, since you know your stuff and would rather keep the chat it’d be really handy if you could simply transfer the widget to yourself on another widget or better yet, simply “switch” the widget the chat is on. […]

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Have you ever wished you could change the maximum amount of chats that each agent can handle? Especially when you have a new agent who is still learning the ropes? Or when you have a rock star agent that easily handles several chats simultaneously? From now on, you can setup the maximum number of web visitor chats each agent can handle on an individual basis. We’ve done away with a blanket setting that must be applied to all agents on the widget. Just go to your Admin Dashboard, then click Agent Settings and select the agent you’d like to edit. Click on ‘Edit’ and you will see our new setting at the bottom, which reads: “Maximum number of visitor chats”. […]

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SnapEngage now keeps track of who is making changes to your Account, Widgets, and Permissions, when those changes were made, and what the changes were.  This allows you to keep better track of when things are changing, what they’re changing from, and who is making those changes.  We feel this knowledge helps you to better manage your account by not only keeping track of who is making changes, but lets you go back to previous settings by keeping track of what values changed from. The Audit Logs offer filtering by date, type, and Widget to help you find exactly what you’re looking for.  […]

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Nothing can bring a real sense of security except true love. We do love you, for sure, but in a world of complex threats we want to, tangibly, offer you a secure service as well. That is why we’re proudly introducing our new Security Settings! Our conscious developers’ team has been working during the past few weeks on a series of configurable settings that will protect you more effectively against any malicious hacking and mischiefs. As the account owner, you – and only you- will now have actual control on the security of your SnapEngage account. *The new security settings are available on premier, unlimited and enterprise accounts. […]

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Hello there, it’s Friday already today! We added The Agent survey ratings and comments are now available in the Logs tab and in the CSV Export of the Logs, allowing the team admin to review the overall rating information without drilling down from the stats. Enjoy. […]

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If you’ve been with us for a while, hopefully you’ve made good use of our Reports system to monitor and improve both your live chat activity and chat agent performance. We know that actionable data is vital for improving both your business and your customers’ experience, and although our Reports were very useful, we knew we could make them better and more useful for you! That is why we’re proud to bring you our new Analytics system! It’s better, faster, stronger, more accurate, and completely rebuilt! (Also prettier.) The new system has been custom built by our developers over the last several months to be perfectly suited to your needs and specifications, so you have all the tools at your disposal to increase your live chat performance, and grow your business! […]

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Salesforce Solutions allows you to create articles to help answer common problems. By connecting your Solutions articles to SnapEngage you will be able to search these articles to quickly answer your customers questions from within the SnapEngage chat portal. To set everything up please follow these steps: Make sure that you have the Salesforce integration connected. You can check this by going to the “Integrations” tab in the admin dashboard where you should see this screen: Look for the green “Connected” message. If it’s present, proceed by clicking on “Knowledgebases” tab then click on the Salesforce icon. If you see a red “Not Connected” message please follow these steps. […]

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Better Customer Support With Less Effort? Yes. How would you like to answer customer support questions in a matter of seconds without ever moving your mouse or even touching the keyboard? You might be telling yourself this ability simply isn’t plausible, but with SnapEngage’s new Intelligent Pre-Chat feature it’s actually very simple. What is It? Intelligent Pre-Chat is a feature that allows visitors to quickly get answers to FAQ’s by providing customers with a relevant list of support articles, FAQ’s, and blog entries in a matter of seconds. This allows visitors to be immediately directed to a list of possible solutions without having to leave the chat box. […]

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Happy Thursday Everyone, We’re excited to be rolling out a new feature in our web client today, Agent Stats! As you can see in the image below we’re now giving agents insights into their average chat response and duration times, as well as the number of chats they’ve handled over the previous seven days. In addition, the arrows to the far right indicate whether their numbers have gone up or down from the preceding week. We’ve added a SnapEngage News section to the web client as well. The news section contains the latest posts from our blog which will help keep you updated on all things SnapEngage. […]

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Proactive chat is an excellent way to get your visitor’s attention when they come to your website and creates a wonderful opportunity for engagement. SnapEngage has always made a proactive chat feature available but we knew we could always improve upon it so that is why we are releasing our new Advanced Proactive Chat! With the advanced settings available now you are no longer limited to simply launching chat via time on page or having to code something up to launch a proactive programatically (those options still exists of course!). […]

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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. […]

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Today the SnapEngage Web Client turns one year old! Can you believe it has already been a year since we introduced this burbling, burping, bundle of bits and bytes into the world?! They grow up so fast *sniffle*… ah but what an exciting year it has been! There have been many back end improvements to the stability of the client to make sure it is running in tip top shape and shuffling communications between your visitors and agents at lightning speed. To highlight a few: […]

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A great way to get help from your team (and even though Jerome didn’t like my meme… see what I did right there?) Announcing an exciting new feature today as we have decided to “Pimp your Web Client” with the added ability to have chats with your team members directly inside the web client, no need to use an external service. If you are currently using the Google Talk integration or the Skype integration and have been holding out on making the switch because your team uses those tools to chat amongst themselves, wait no more! […]

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Have you ever wanted to fiddle with a SnapEngage setting? Do you often find yourself pondering the impossible and wondering, “What if?” If you or someone you know is suffering from this condition known as “changealtertweakcustomizeritis” do not fear as we have just the solution for you. Announcing developer.snapengage.com! A new site dedicated to the developer/geek/code monkey/pretty much the most awesome person you know in your life that is always searching for the holy grail of APIs, functions and things called “snippets”! This amazing repository of knowledge is an ever evolving knowledge base with a technical focus that endeavors to collect and maintain all things SnapEngage developer related. […]

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We are very pleased to announce a new feature that allows you to connect your agent’s SnapEngage web client directly into your existing knowledge base. Currently the available connections are Zendesk, WordPress, and Mindtouch. For your agents this is a huge time saver as they won’t need to open a separate tab or browser to access your Knowledge base and its wealth of knowledge. Agents can stay working directly inside the SnapEngage web client to search, review, and link to any article on your knowledge base! For speed, convenience and shear awesomeness… it’s hard to beat! Let’s learn more. […]

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Today we are very happy to announce the ability to assign specific permissions to team members. As the account owner you can create a second in command, give a number cruncher the ability to access all the stats they could hope for, and even create Team Leaders. If you have a SnapEngage Premier Plan you can access the permissions tab directly. Permissions As the account owner you have 4 permissions that you can grant, they are as follows: Administrator: – Settings – Chats – Logs – Stats – Users Manager: – Settings – Chats – Logs – Stats Team Supervisor: – Chats – Logs – Stats Reporter: – Stats The permission levels reference what the assigned user is able to access in your SnapEngage account. […]

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ATTENTION: You might have been greeted by a very different looking website than you were expecting when you visited snapengage.com recently. It might look a little something like this! This is a bit different than what you are used to seeing! That being said you might even see a mix of these two designs as you navigate around the site! We want to assure you there is no cause for alarm and you aren’t being routed off to a nefarious site or the victim of an advanced phishing scheme. We are doing a fair bit of testing, sampling, tweaking, and various other verbs in an effort to create the best website ever! […]

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Today we’re rolling out a new feature that allows the sending of commonly used urls to agents at the start of each chat. Agents using the web client will see the web site of the url within the client itself, next to the visitor detail panel. Agents using Gtalk and Skype will see these urls as links at the start of each chat. […]

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Warning : The following post contains geek references and language, continue reading at your own risk! Today we’d like to announce a cool new capability for our Salesforce and Zendesk users. Operator Variable mapping! This feature allows you to enter information on the fly during a chat session and assign to a Ticket, Case, or Lead once you setup the mapping in your Integration settings. This may sound a lot like our On the Fly mapping for Salesforce, but now you can use any variable name you like taking dynamic chat variables to a whole new level! There are some really cool applications for this feature, an example: You’d like to track which of your products your website visitors are chatting with you about, so you create a Salesforce custom field “Product Name”. […]

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Ah data, everyone loves data! As a matter of fact I pour myself a large bowlful of data every morning to enjoy with my coffee and get the day off to a great start. SnapEngage has always had a bevy of helpful data in the logs and stats section of your configurator but we often heard requests for MORE! Never ones to sit idle when caps lock is being employed we jumped into action and have completely revamped the STATS tab of your SnapEngage configurator. If you just can’t wait to see the sparkly new stats you can also jump over to our sample reporting page to play around with all the new fancy options yourself here Now you will have even more amazing stats to play with and all sorts of data to model along with the very slick and elegant pie charts, graphs and technicolor lines. […]

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It is always good to keep things connected. The song, “The knee bone is connected to the leg bone, the leg bone is connected to the metatarsal bones…” sure helped me in medical school and showed me the importance of interconnectivity. (I know you are humming the song now) One way that is very important when using SnapEngage and an integration like SalesForce, Zendesk or desk.com is to make sure that the chat is connected to the proper agent. In the past we had a few work arounds that involved a couple extra steps for the admin including doing the hokey – pokey and turning themselves around. […]

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Thanks for stopping by and checking out what’s new with SnapEngage. We have a new development to reveal! Have you ever forgotten to change your status in your Gmail, GTalk, Adium and Pidgin accounts to “Offline” or issue the pause command before you left your desk to grab a coffee? Well, you are now in luck as SnapEngage now recognizes the “Away” status as being unavailable to take chats! How it works: Gmail:  After 15 minutes of inactivity, your chat status will automatically change to “Away”…. this means that your agent will be recognised as “Offline” to SnapEngage and won’t be presented with any new chats from your website visitors. […]

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Looking out at all the lovely snow on the beautiful mountains surrounding Boulder, there is no arguing winter has arrived. Many of us are bundling up to stay warm, sipping hot cocoa and taking bets on who will sustain the worse skiing injury this year and it really puts you in a festive mood. To celebrate we thought it would be a great idea to create a Winter Themed chat box and in the spirit of sharing it is available for all our customers to use. To enable this brrrrrrilliant theme you will need to make a small change to your SnapEngage code. […]

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We all know the benefits of using SnapEngage on our websites.  We are adding a human touch, a friendly hello and reaching out a helping hand; you know being social. Wouldn’t it be great if we could offer this same level of human interaction on places other than our website, you know somewhere REALLY social… somewhere like FaceBook? Ah FaceBook, currently the reigning champ of social media with more than 800 million active users! Of those users more than half log onto FaceBook EVERYDAY, and on average each user is connected to 80 pages (one of them might be yours). […]

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Harvest time is right around the corner, leaves are changing color, the days are getting cooler and shorter here at SnapEngage HQ. In a few short days legions of children and adults will assail the streets of their local neighborhoods in search of treats and potentially tricks dressed in all manner of costumes. Now we know just how much fun getting dressed up and participating in the local festivities can be, everyone should do it. Well we didn’t think that should exclude our humble SnapEngage chat box! Often the life of any conversation and never shy to say hello to a website visitor we figured it was time “chat box” had a costume too. […]

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At SnapEngage we are always listening to the feedback you give us and looking for ways to improve our service even more. Recently we released a new feature that will address a common challenge associated with effectively responding to chat requests. We have added the ability to create priority tiers for your agents so now you can segment your agents into easier to manage groups. Additionally you can assign a priority to each of those groups creating 1st responders, 2nd, 3rd and so on. Here is a short video detailing how to use the new system so that you can create those multiple tiers for your live chat agents. […]

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FOR IMMEDIATE RELEASE: Now SnapEngage live chat features include advanced Call Me. Your website visitors can place a Call Me directly thru their computer using a headset or mic and speakers to call from anywhere in the world for Free! <for more details see below> In an age where more and more business is being conducted on the Internet we are often confronted with challenges that have never existed before. When you stroll down to the local shop “Awesome 3ft Cakes” there is a helpful clerk at the cash register, perhaps someone stocking shelves maybe even a baker proudly displaying tarts and treats. […]

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Sun Tzu a 6th century Chinese General once said, “If you know others and know yourself, you will not be imperiled in a hundred battles”. Sometimes doing business feels a little bit like you are sauntering out onto the field of battle ready to tackle an enormous force rallied against you. When faced with such a challenge it always helps to be prepared and level the playing field anyway you can. If you are an intrepid general then you already know the power that is SnapEngage and wield it with strategic fervor. Now what about knowing others? Thanks to a new upgrade in your SnapEngage arsenal now you can know even MORE! […]

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If I said there is a service that can help your site: … load 30% faster … use 60% less bandwidth … be way more secure …and is free You would probably say you were interested. Well that just so happens to be the kind of thing our good friends at CloudFlare specialize in! I think the illustration says it all, besides everyone loves visuals. Think of CloudFlare as a site booster, protector, optimizer, and all around nice guy. CloudFlare protects and accelerates any website online, that is pretty awesome. They also have a number of apps that you can add to your site with just the click of a button. […]

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We know everyone loves the ability to customize their SnapEngage chat box. We also know that many people like to decorate for the holidays! Well we went ahead and put two and two together; we created an Easter themed chat box to use on your site because we thought it would be fun. Starting today you are free to use the Easter themed chat box on your site, I mean who can resist a cute bunny and pastels! To enable this bunniful theme you will need to make a small change to your SnapEngage code. You are looking for snapabug.js in your widget code, easiest thing to do is a ctrl+F and search directly for snapabug.js After you have located it you will want to replace it with snapengage-easter.js After you have done that you will be all set! […]

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We have been very busy over in the SnapEngage laboratory cooking up all sorts of exciting new features, integrations & plugins. Thankfully we have managed to keep the explosions to a minimum *this time*. From this magic mix of toil, sweat and creativity we have given life to our latest plugin! Today we would like to invite you to join us in welcoming join.me! Now you are most likely asking yourself, “Self, what is join.me?” Well let me tell you, join.me may be the simplest screen share app we have ever met, period. Direct from their site: “It’s an impromptu online meeting space, the opportunity to share your screen to collaborate, meet, train, demo or show-off, and the last two words in an invitation.  […]

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Ever wanted to know a little bit more about the people that you chat with on your site? Now you can using SnapEngage’s newest plugin RapLeaf! Rapleaf’s goal is to personalize the customers’ online experience. To do this, they help businesses better understand who they are engaging with so they can show more relevant content and allow for a better customer experience. You can learn more about what they do at their website:  TowerData (formerly RapLeaf). To enable this plugin for your SnapEngage account simply login, go to the Plugins Tab of the configurator and click on the RapLeaf icon to get age, gender and location information for free. […]

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Thanks for stopping by and checking out what’s new with SnapEngage. We have a few new developments to reveal! Some of you may have noticed this mysterious new icon in the set destination tab. We have good news for our Auto Dealerships out there. SnapEngage now integrates with Auto-lead (ADF). To start using it, simply select Auto-Lead (ADF) in the “Set Destination” tab and configure. Speaking of the destination tab, are you currently using Highrise as your destination? Have you always wished you could use your CRM and still send chat transcripts to email, or at least have the choice? Well we listened and your wish has been granted; now you can. […]

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Finding out how your website visitors came to be on your site is always helpful information. In the past you may have seen something like this .google.com/search?q=snap+engage&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a which shows that the visitor found you by searching on Google with the key words snap engage. Now if that made you want to reach for your decoder ring you were not alone! Introducing a new feature: “Search Engine Keywords Decoded!” Now instead of a confusing line of gobble gook you are presented with: The same information is also available in the case details. If you have anymore great feedback or ideas check out the new forums page. […]

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What’s New The team at SnapEngage has been very busy these past few weeks cranking out new and exciting features based on the feedback we are getting from you our wonderful customers. In fact we just did a new deploy last night! Chat Monitoring – Now with Chat Monitoring when you are logged into your SnapEngage Account you can view all the chats currently in progress. You even have the ability to view specific chats in progress. Upgraded Configurator – We have made a few cool tweaks to the configurator, now under the “Get the Code” tab you are immediately greeted by new options for your SnapEngage button settings. […]

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