Hello chatters, while¬†we don’t have many updates for you here today, watch this space for¬†announcements on new exciting new things we are working on under the hood right now! ūüôā Issues:
  • Resolved¬†an issue where the agent tags were not showing up in the analytics filter.
  • Resolved an issue where the images in the chat transcript did not render correctly after reloading the chat portal.
Updates
  • We improved the SMS offline response page to show agent responses in the transcript
[…]

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Cheers Chatters, we did not have a release note post last week, to make up for it we have many nice updates for you this week: Updates
  • We have made an update to make the¬†chat box pop-up mode work with the new Design Studio code, you can view the updated documentation here.
  • The offline SMS reply page is now accessible to chat agents and not just admins.
  • Added a new Javascript API method, setCustomField(), that allows Design Studio users to populate any of their custom form fields with a value.
  • The Fogbugz integration has been updated to allow the connection with custom domains and on premise installations of Fogbugz.
[…]

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Hello chatters, here is what the team has been working on in the week of April 20: Updates:
  • We now show if the chat was closed by the agent, by the visitor, if it timed out, as well as the time stamp. This line can be found at the end of the chat transcript:
    Bugfixes:
  • Fixed a bug in the Design Studio where sometimes the file upload and end chat buttons would overlap if a translated message was long or if the chat box or mobile screen was narrow.
  • Made an improvement to how the Design Studio handles form interaction on mobile devices.
[…]

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Greetings and Salutations, we are a bit late with this post due to the easter holidays: Here are the release notes for updates, bugfixes and changes applied within the sprint week of April 13th: Updates Analytics:
  • We have added a new ‘binned’ report to the Visitor Wait and Visitor Queue time
  • There is now a ‘select all / none’ option in the Agent Performance section.
Visitor Channel integrations:
  • Agents can now ban visitors from chatting ¬†through the Visitor Channel integrations (Facebook Messenger, SMS to Chat and WeChat)
  Bugfixes
  • Fixed an occasional error when quickly adding / editing / deleting agents.
[…]

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Greetings, here are the updates and bugfixes we have released in the sprint week of April 6th: Updates:
  • The Facebook Messenger integration (BETA) now works better together with the Zendesk integration: Tickets in Zendesk are now grouped under the same contact, and offline replies from SnapEngage will be sent to Zendesk as notes
  • we have updated/replaced some of the background pattern tiles.
Bug Fixes:
  • Fixed an issue where the audit logs CSV export was not saving correctly into a file download.
  • Fixed an icon issue in the Analytics report¬†drilldown table rows
[…]

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Hello chatters, Over the past few days we’ve made the following changes:
  • We added a new setting to send an email notification when there is a chat in the queue. The new setting is located in Settings -> Agent Settings -> Chat Reassignment -> Waiting Queue Team Status
  • The “call me” feature on Design Studio has been improved with the addition of an international telephone code tool that identifies the user’s local country and pre-populates their country code into the textbox.
  • We¬†are now using an¬†Open Street Map¬†based view to show the visitors location in the chat portal and view case of the chat.
[…]

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Greetings, Over the past week we’ve made the following changes:
  • Added the ability to receive email alerts when visitor chats are placed in the queue. This feature can be accessed in Agent Settings ‚Üí¬†Chat Assignment section of the Admin Dashboard.
  • We addressed an error that can occur during the export of log data.
Enjoy! […]

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Greetings, Here are some updates we have applied this week:
  • We updated the donut chart in our Overview Analytics; this is a small “taste” of things to come.
  • We fixed an issue with the Javascript API where the ChatMessageReceived callback was not always working.
  • We made some low level¬†optimizations to improve the routing of chats as well as the loading speed of the Admin Dashboard and Chat Portal.
Cheers! […]

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Greetings, Over the past week we’ve made the following core changes:  
  • Chats are now marked¬†as responded if the visitor never sends a message but the agent did.
And in the Design Studio we:
  • Improved¬†the positioning of forms on tablets.
  • Improved how¬†messages are grouped with the agent or visitor sends multiple messages in a row.
  • Fixed¬†a theme loading issue when using Internet Explorer 11.
  • Fixed a button display issue in the designer.
Cheers! […]

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Hello once again, For this past week we’ve made some changes¬†to the core system that improved the loading speed of various admin components including the Design Studio themes list as well as the¬†designer itself.¬†In addition, we¬†made the following Design Studio specific changes:
  • Improved the designer background images and fill colors workflow.
  • Improved the chat form animations to prevent CSS collisions
  • Fixed an issue where SVG buttons weren’t showing in Firefox.
  • Fixed an issue where the agent typing notification would sometimes not be visible on forms with a transparent background.
Cheers! […]

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Greetings, The following is a list of changes for the past week within the core product:
  • A¬†chat reassignment issue was fixed¬†that could cause¬†two agents¬†to chat with a visitor at the same time.
  • The drop-downs in the Admin Dashboard were updated so that ellipses wouldn’t¬†be shown when smaller values are used.
  And in the Design Studio we made the following changes:
  • Added better support for right-to-left languages such as Hebrew and Arabic.
  • Tweaked the speech bubble option so that background¬†width is¬†only as wide as the message and that the agent alias is centered under their avatar image.
[…]

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Hello, We hope you all had a great Valentines Day this past week. Here’s what we’ve¬†been up to:
  • The Chat Portal was updated so that new agents will have the “Snap” sound turned on by default for¬†new¬†returning visitor chats.
  • An issue where the Chat Portal could fail to load completely after refreshing the browser window was fixed.
  • A¬†scrolling issue in the Chat Portal emoji picker for agents using Chrome 56 was fixed.
And in the Design Studio we made the following changes:
  • The ability to upload a background image and control the background opacity was added.
  • The designer now¬†preselects the Chat Box tab.
[…]

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Hello, Over the past week we’ve made the following changes:
  • We added the agent id and alias¬†to the results of our Log API.
  • Improved the speed of working with a large number of admin users in Permissions feature.
  • Fixed an issue with the proactive re-engagement when using a¬†Design Studio form.
Enjoy! […]

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Greetings, Over the past few weeks we’ve made the following changes to our core application:
  • We added the destination URL to the results of our Log API.
  • We¬†improved the Routing by Tags feature so that it uses the configured agent assignment logic when no tags are supplied at the start of a chat.
  • Expanded support showing Screencast.com images directly within the Chat Portal.
  • Fixed an issue where the¬†agent alias wasn’t being updated on the visitor side when a chat was transferred.
  • Fixed a display issue in the Admin Dashboard with the schedule selector would show Noon as 12 AM instead of 12 PM.
[…]

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Greetings, Over the past week we’ve made the following changes:
  • We improved the handling of redirects when using the WordPress knowledge base search integration
  • We fixed an issue when using the Logs API and delete visitor data option
  • Removed the use of Flash for the copy to clipboard option in the Admin Dashboard
We have some exciting changes coming in the new year so be sure to¬†continue to watch this space! Cheers! […]

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Hello! For this past week we’ve made the following changes:
  • Addressed an issue where the agent delete dialog wouldn’t always show the correct agent alias
  • Added the OrgID to the API Token page for use with the Logs API
  • Improved the logic on the widget selector in the Multi Monitor Dashboard page
  • Speed up the delivery of chats to agents because every millisecond counts!
  • Increased the resiliency of the transcript processing at the conclusion of a chat
  • Made a handful of usability improvements to our new avatar uploader and emoji picker
  • Started serving up higher resolution avatar images so your agent pictures will look extra crisp!
[…]

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Greetings, Over the past week,¬†we’ve enabled our chat rate limiting across all clients’ widgets. This feature had been enabled on request basis until now (typically when a client was being abused by a troll or a bot), but we are confident that having it on by default will have a positive impact on our clients in getting less unwanted chats. If your SnapEngage use case receives¬†a high chat rate from specific¬†IP sources, please come chat with us, and we will find a solution. Our¬†agent avatar image up-loader and cropping tool has been enhanced, and should be easier to use now. […]

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Hello – Over¬†the past week we’ve made the following changes:
  • Added the ability to assign an agent to a new lead in HubSpot.
  • Improved the speed when¬†an agent signs into the Chat Portal and mobile app.
  • Improved the Call me experience for visitors using Safari and Internet Explorer.
  • Improved our link parsing in the Chat Portal.
Cheers! […]

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Hello Everyone, Over the past week we’ve made the following changes:
  • Improved the file type detection for the File¬†Exchange feature.
  • Various “under the hood” improvements to our HubSpot and Dynamics integrations.
  • Fixed an issue where the trial banner in the Admin Dashboard would not always display.
Cheers! […]

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Greetings SnapEngage Chatters, For the past week we’ve made the following changes:
  • Improved our SSO (Single Sign On)¬†error handling
  • Improved possible conflict resolution when using our data sanitization feature
  • Improved the escaping of url and email addresses in chat transcripts
  • Added the ability to include some HTML formatting to system messages
Cheers! […]

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Hello Fellow Chatters, Over¬†the past week we’ve made the following changes:
  • Fixed an issue where duplicate messages could¬†be show when scrolling back through Team Chat history.
  • Fixed an¬†issue where the¬†configurable “Just a moment…” message wasn’t being¬†used for¬†chats going in to a queue.
  • Fixed an issue where SAP logo could sometimes be shown in place of other integration¬†logo in the Chat Portal and Logs page.
  • Improved the visual¬†feedback when adding and removing agents and admins in the Admin Dashboard.
  • Updated the Admin Dashboard Integrations page to show that we connect to Desk.com using https.
[…]

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Greetings, A notable change introduced this past week was to enhance how chats were being managed while in the waiting queue. Prior to this enhancement, some routing inconsistencies were possible. We will continue to deliver¬†improvements in our¬†chat routing infrastructure to ensure the highest levels of performance and reliability. Cheers! […]

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Hello, For this week we made the following changes:
  • Improved the messaging¬†to the¬†agent when they are¬†disconnected¬†from the¬†Chat Portal.
  • Improved proactive chat rule processing when certain characters are used.
  • A new privacy option was added to not show¬†the history of¬†past chats with the same visitor to agents within the Chat Portal.
  • Various visitor side¬†performance enhancements.
  • Fixed an issue where the feedback link (“Pre-chat / Offline form options”) checkbox¬†in¬†the Settings -> Option tab wasn’t always showing as selected.
Cheers! […]

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Hello! Over the past week we’ve made the following changes:
  • Fixed an issue where pasting text from Microsoft OneNote into the Chat Portal would¬†cause the image preview dialog to appear.
  • Fixed an issue where “Hide Email Us When agents online” setting is not working for Mobile Optimized
  • Fixed an issue¬†to make sure the¬†prompted proactive message is sent to the¬†agent¬†for Mobile Optimized
  • Fixed an issue where¬†vietnamese characters were not being shown correctly in some integrations.
  • Fixed an issue where exporting CSV analytics data on widgets with tags and a larger number of agents could cause an error.
[…]

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Greetings! This week we addded the following functionality:
  • The Log CSV export includes the routing per tag information as a new column
Enjoy! […]

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Greetings! This week we addressed the following issues:
  • The checkbox for “Show Offline Button” on the Mobile Browser Style page now stays¬†checked after saving changes if the Hide Button checkbox is checked as well.
  Enjoy! […]

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Top of the morning week to you! Changes for the past few days include:
  • Improved the copying and pasting of images in the Chat Portal when using Chrome on Windows
  • Updated some of the¬†iconography used in the Chat Portal.
  • Began testing of loading of previous chats in the Chat Portal.
Cheers! […]

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Hello, This past week we’ve made a couple of¬†changes to the¬†sound settings in the Chat Portal.
  • We added several new sounds; most of which are¬†soothing and one that is a bit whimsical.¬†
  • We also added a new secondary option so that different sounds can be used for¬†new or returning visitors.
You can find both these options in the Agent Preferences dialog which you can access by clicking on either the agent avatar image on the little gear icon that’s located in the lower left-hand corner of the Chat Portal. Cheers! […]

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Hello – We hope everyone made good use of their extra day this year. For this week we have the following changes:
  • We improved the loading speed of existing chats within the Chat Portal; this speed-up is particularly noticeable for agents with a large number of team chats.
  • We fixed an issue where an agent could sometimes still be paused even after clicking on the continue button on the Auto Pause notification dialog.
Cheers! […]

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Greetings and salutations- Changes for this week include:
  • Resolved an issue where a agent could be stuck on pause when signed into the Chat Portal in multiple tabs (or browsers) with the auto-pause feature enabled.
  • Updated the look and feel of the Chat Portal agent status selector.
Have a great weekend! […]

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Hello fellow chatters, As of today you can now paste images directly into team and visitor chats. All you need to do is simply: 1. Copy the image you want to share to the clipboard: (In this screenshot we’re Jing to grab a screenshot)   2. Pasting the image into the chat using¬†Ctrl+V (on Windows) or Cmd+V (on OS X): This will show a preview of the image before uploading it.   3. Once the Upload button is clicked on the image will now be shown directly in the chat: Enjoy! (Sorry, Internet Explorer and Firefox users, this is currently only available to agents that are using Google Chrome. […]

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Looks like it’s going to be an early Spring this year! But, in the mean time, here are the changes for this week:
  • Fixed a display issue in the Chat Portal with agent links names that contained a space
  • Improved the OAuth handling when connecting to Microsoft Dynamics
  • Made a couple of small styling adjustments to the recently updated Chat Portal dashboard
Cheers! […]

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Hello there- For this week we freshened up the Chat Portal dashboard by¬†improving the layout of the stats, news and announcements sections. We also added¬†some colorful graphs to enhance the individual stats counts and timelines. Happy chatting! […]

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Hello from the other siiide. This week we’ve¬†deployed these bug fixes and feature improvements:
  • Fixed a small payment page issue¬†for Safari and IE users.
  • Fixed an issue where the visitor chat transcript would sometimes not render correctly.
  • Improved the look of the chat text input area in Safari.
  • Improved the loading of the¬†list of agents when starting a team chat.
  • Added the ability for agents to¬†resize the chat details and agent links tabs in the Chat Portal. This can be done by moving the mouse cursor over the bottom of the tab until it changes to the resize cursor, then left click and hold to resize up or down.
[…]

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See the first bullet point Greetings, loyal chat engagers. We bring you the following bug fixes and feature improvements…
  • Preventing a horizontal scrollbar from popping up in the chatbox during file exchange and secure data transfer, for Windows users.
  • Normalized the font¬†display inside the chatbox minimize menu,¬†¬†which was previously susceptible to the CSS rules defined on the¬†client’s website.
  • Improved the flow of when to send Admin account invite and reset emails in our Permissions settings.
  • Fixed the issue of keeping desktop notifications open ‘Until clicked’
[…]

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Happy New Year from SnapEngage! Here are the changes and fixes introduced this week:
  • Analytics custom time range: We addressed a newly introduced issue with the custom time range incorrectly reporting “Over maximum date range” when that was not the case.
  • Fixed issue with sound missing from iOS push notifications.
  • Call-me from computer has been having issues these past few weeks¬†on Google Chrome as the access to the audio device from the Google Chrome browser was now restricted to https websites. The Call-me browser client is now always opened on https to meet¬†this new requirement.
  • Improved the visibility of the “Enable Chat” checkbox in the Agent Settings section of the Admin Dashboard.
[…]

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Happy Holidays from SnapEngage! We hope that you had some well-deserved time off with family and friends.
  • Removed the “agent” nickname that sometimes displays to the visitor when they are first being connected to an agent.¬†The “agent” nickname will no longer appear in the chatbox, it will now just show the agent-typing animation.
  • Fixed a bug during file exchange. Previously when an agent sent¬†a file to the visitor, the¬†text that the visitor was typing would get erased. Now, the text is retained.
Thank you to our¬†clients¬†who reported these bugs to us! […]

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Hello, We hope everyone is having a wonderful December. Over the past week we’ve made the following changes:
  • We were able to identify some issues with chat routing inconsistencies which would result in seeing some chats left in the ‘Notified’ status within the Dashboard. These issues have been fixed and there should be better consistency between the state of your chats and what is shown within the Dashboard
  • Improved how we¬†display blocks of code¬†exchanged during the course of visitor and¬†team chats.
  • Improved the detection of team chat messages that contain @mention for mobile push notifications.
Cheers! […]

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A handful of small tweaks for this week:
  • Fixed an issue where links posted in the Chat Portal would be improperly encoded
  • Improved the handling of¬†messages with line breaks being posted in the Chat Portal
Cheers! […]

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Hello, We hope everyone¬†had a great Thanksgiving and survived the Black Friday sales at their local mall! Over the past week we’ve made the following changes:
  • We’ve made some further optimizations to our chat routing and dashboard monitoring pages.
  • Fixed an issue where the chatup conference banner in the Chat Portal would sometimes appear twice.
  • Adjusted the Chat Portal alerts so now agents will be alerted to new chats when in the “Important” notification mode
      Cheers! […]

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Happy Thanksgiving US clients! Even with the holiday, we’ve been busy ūüėČ This week we’ve released these feature improvements and bug fixes:
  • Fixed the issue where the same chat was some times showing in the Dashboard as being both ‘In Progress’ and ‘Notified’.
[…]

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In this fine week in November we’ve released these feature improvements and bug fixes:
  • Started sending an email notification if there is a change in your account email address, your widget’s weekly stats email address, or your email integration email address.
[…]

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In between watching Hotline Bling memes we’ve released these feature improvements and bug fixes:
  • Fixed a bug in mobile optimized chat where visitors were unable to close the chat.
  • Fixed a bug with the MS Dynamics integration where Javascript variables were not able to be mapped to Dynamics fields and instead being set to ‘undefined’.
  • Improved our¬†detection of visitors using the Opera browser
  • Added ability for users to change the “{alias} says…”¬†message that their chat visitors see inside their browser tab, see screenshots below for how to change this message. This browser tab message¬†is visible in most browser tabs, except in Safari.
[…]

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Happy November! Here are the latest fixes…
  • Fixed an issue where iOS users of our mobile app weren’t receiving push notifications.
  • Fixed an¬†issue where the saving of agent survey data could in extremely rare cases also affect other data collected during the chat.
  • Fixed a bug with Enterprise accounts where users were not able to add a new widget without being sent to the upgrade page. You are now able to create up to 100 widgets with your account level, happy widget-creating!
  • Improved the communication fallback mechanism in the Chat Portal when there are network local connectivity issues.
  • Fixed an issue where sound notifications were not playing in Chrome when the Chat Portal tab was in the background or not selected.
[…]

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Hello, Over the past week we’ve made the following changes. Fixes:
  • We’ve made many fixes to how our sound notifications work so that the “sound outages” should no longer occur
  • Made the ‘Agent Tags’ filtering available within the analytics for widgets that contain any agent tags.
  • Addressed an issue where the transcript refresh option would continue to show on the viewcase page even after the chat had completed.
[…]

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Happy Friday once again, For this week we have made the following changes: New:
  • Tweaked Team Chat so that a¬†space is automatically added after using an¬†@mention
  • Made some backend changes¬†to the way we handle user statuses to support our upcoming mobile application.
Fixes:
  • Made sure the¬†page titles in the Admin Dashboard are always correct.
  • Resolved a connection problem¬†with our our Jira integration.
  • Addressed an transfer issue where the receiving agent wouldn’t always be altered to the incoming chat.
Cheers! […]

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Hello, Over the past week we’ve made the following changes. New:
  • We rolled out our Routing by Tag feature that helps direct chats to the most appropriate agents¬†based on skill set, language, specialty, product, team, support level, etc.
  • The Chat Portal went through a bit of refresh over this week. We relocated some of the menu items to make them easier to access and also removed a lot of rounded elements.
  • Added the “Sorry, [alias] is busy right now. Please wait while we find someone else.” message to the list of configurable messages within the ‘Style’ tab.
  • Extended our Chat Availability Restriction¬†by Country to support specific states of the country as well (can still be used as a white list or a black list).
[…]

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Happy Friday, This week we’ve been busy! Here’s a summary of what’s been released:
  • Option added to ‘Extra Security’ to filter our credit card numbers from chat transcripts. If enabled the chat transcript will be searched for any credit card numbers entered within the chat and the credit card number will be replaced with X’s.
  • Issue with chats getting stuck in a ‘Notified’ status has been fixed.
  • Fixed an issue in Analytics Visitor Information report where some long URLs could overflow the table content.
  • The Analytics Overview report has been updated to include a new Donut chart and overall breakdown moved to the top of the page.
[…]

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Happy Friday, Today we have the following changes:
  • Updated the Open API so that the chat transcripts are no longer being escaped.
  • Updated shortcut error message to be more descriptive.
Cheers! […]

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Hello once again, We have the following changes for today:
  • Improved the Chat Portal transfer dialog to better handle large number of widgets and agents.
  • Improved the ‘Select an existing agent’ dialog to better handle large number of agents
  • Changed¬†the shortcut command matching¬†case to be insensitive in the¬†Chat Portal
  • Fixed an issue where some links displayed in the Chat Portal would be redirected back to snapengage.com
  • Previous version of our deprecated Salesforce Integration is no longer supported. For more details see this post
Cheers! […]

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Greetings, Changes today include:
  • Changing the default proactive chat notification from None to Snap when you create a new rule.
  • Addressed a font feature issue for Windows 8 and 10 users on Google Chrome making our Marketing and Support sites display incorrect casing in web forms.
  • Fixed an issue with the Text-to-Chat sending content to visitors for chat features not applicable to¬†Text-to-Chat (such as post chat survey).
  • Updated the Audit Logs access for some cases where sub-administrators were seeing an empty list in the logs where the actual main administrator could see change events in the audit logs.
  • We’ve also updated the Analytics Overview report moving the Online and Offline numbers to the top of the page.
[…]

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Hello, For today we have the following changes:
  • Improved the detection and reporting of browser types for visitors using iOS.
  • Updated the look and feel for our “Get the code” page in our Admin Dashboard.
  • Fixed a typo in the “Shortcuts” page in our Admin Dashboard.
Cheers! […]

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We’ve added a new section in the Admin Dashboard to better help you get into contact with us. There are two ways to get there.¬†Log into your Admin Dashboard and click the “Help” button on the left side panel, or you can just go to your account dropdown and select “Contact Us”. You’ll be taken to a new page that has all of the different ways you can get into contact with us (phone, text, and chat). We’ve also listed our 24/7 Support Line phone number for our Premier and Enterprise accounts, and Enterprise accounts will also see the direct contact information of their Account Manager. […]

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Greetings, For today we have the following changes:
  • Fixed an¬†issue with the Chat Portal Auto-Pause setting agents¬†back to their¬†previous status.
  • The shortcuts¬†section in the Admin Dashboard has been reworked¬†to be more visually appealing and have a better user experience.
  • Adjusted some backend settings to improve message routing performance.
Cheers! […]

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Today we released a bug fix relating to the top area of the chatbox: Previously if a user clicked the top area of the chatbox without dragging it to re-position it within their browser, the chatbox would hide from sight. Now, the chatbox stays put when a user clicks it. Thank you to one of our newest users for reporting this bug to us! ūüôā We have also released a new section within our Analytics for transfers. Within this section you will see four different reports;
  • Widget To Widget Transfers – Logs when a chat is transferred from one widget to another.
[…]

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With all of the new features we’ve been adding we wanted to make sure that we let everyone know that SnapEngage is committed to staying HIPAA compliant on all accounts that require it. We understand that for some of our clients chat is used to communicate sensitive information, and we take that very seriously. Therefore we make sure that we comply with HIPAA standards with all our new features. Please contact us about how to make your account HIPAA compliant. […]

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Greetings, For today we fixed an issue where the¬†Agent Availability Report was¬†not showing the line totals on Internet Explorer and¬†Safari. Cheers! […]

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Along with adding a new Credit Card form that allows Zip Code entry, we’ve added the option to select which secure data forms are available to your agents to present to your visitors. You can find this within your Admin Dashboard under ‘Settings->Options’. On the Chat Portal side, your agents will only see the forms that you’ve made available to them. Please see our Help Article to learn more about Secure Data Transfer […]

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Greetings once again, Over the past little while we’ve made the following changes:
  • Added a¬†special {none} mapping to remove Description from Salesforce¬†Types.
  • Improved the generating of thumbnail images when using the File Exchange feature.
  • Increased the reliability of our visitor weather service.
  • Fixed some issues with not being able to save hours of operations settings when an invalid timezone had been configured.
  • Fixed an¬†issue where the mobile optimized chat could be loaded more than once.
  • Fixed an issue on mobile optimized where the “Email Us” button on prechat would be show even when unchecked the option was unchecked.
[…]

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Hello, For today we have the following changes:
  • The Chat Portal now shows both the shortcut command and message the auto-complete list
 
  • Improved the accuracy of Desk.com knowledgebase searches when using multiple keywords
  • Addressed a widget name encoding issue in the Chat Portal chat monitor
  • Fixed an issue with the appearance of the Intelligent Pre-Chat search button on some sites
  • Added better detection of visitors using Microsoft Windows 10
[…]

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Greetings! Over the past couple of weeks we’ve made the following changes:
  • Added the ability to include a message as part of \goto shortcut command (e.g. “\goto http://www.example.com/features Let me know if you have any questions”)
  • Improved the handling of importing of shortcuts that contained encoded characters
  • Improved the summary search results when using the Mindtouch knowledgebase integration
  • Unicode characters in agent names now showing up correctly in the Admin Dashboard
  • Cleaned up some of the wording around the Upgrade process
  • Cleaned up some styling issues related to the quick start self-chat
  • Fixed broken proactive sound player in the Admin Dashboard
  • Fixed an issue where a failed transfer could prematurely close a chat
  • Fixed some issues where the Chat Portal auto-pause wasn’t always being triggered
  • Fixed a mobile optimized issue where the visitor wasn’t able to swipe down the website after closing a chat
  • Fixed an issue where the Chat Assignment wouldn’t always save if the Hour of Operations option was enabled
Cheers, The SnapEngage Team […]

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Greetings! Over the last few days we’ve made the following changes: Chat Portal:
  • Made sure¬†uploaded images are displayed in order.
  • Fixed an issue with the visitor side maps not always appearing correctly.
Mobile Optimized:
  • Prevent¬†duplicate proactive message from appearing.
  • Ensure that the when returning to an already started chat the¬†we¬†scroll to¬†the bottom of the discussion.
Proactive Chat:
  • Made sure that the¬†proactive chat timezones and¬†visitor cookie lifetime are¬†always being recorded correctly.
Visitor:
  • Addressed¬†an issue where the visitor side call me phone field would extend beyond the chat box when using Safari.
  • Reworked the way file uploads are displayed so that they are always correctly attributed to the visitor or agent.
[…]

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Greetings, For today we have the following changes:
  • We have added a new field to our OpenAPI JSON to help, widget_id. This is the id of the widget that the chat case belongs to. Now you’ll be able to differentiate where the chats took place while keeping just a single end-point to receive this data
  • We fixed an issue that would cause the map not to always show in the Chat Portal
Cheers! […]

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Greetings! Today we’ve added a few new social media services¬†to our Social Discovery feature¬†the new services are. You can now decide to only show the most relevant social media information . Expect¬†more about that in¬†another upcoming blog post.
  • Hacker News
  • Meetup
  • Tagged
  • VK
  • Yahoo
  • YouTube
Happy Chatting! […]

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Happy Thursday¬†Everyone, Over the past few weeks we’ve been busy adding new features and enhancements:
  • Made the chat time out configurable
  • Released a new version of our mobile optimized chat
  • Added the ability to exchange files during a visitor chat
  • Sped up our analytics reports
  • Added the ability to configure SMS-to-Chat numbers
  • Added the ability to filter out system messages when sending chat transcripts to our various integrations
  • Reduced the amount of time for the transfer chat dialog to appear for agents on a lot of widgets
Enjoy! […]

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Greetings! We’ve made a couple of changes to our recently introduced widget switcher option:
  • Widgets shown in the Chat Portal selector are ordered alphabetically.
  • Addressed an issue where the agent response time was not always being carried over after switching widgets.
Happy Chatting! […]

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Happy Tuesday¬†everyone, Over the past few days we’ve made the following changes:
  • Added the ability to select an existing agent when configuring a new widget
  • Added the ability to accept multiple domains¬†in the¬†Admin Dashboard
  • Improved the way we handle invalid data when importing shortcuts.
  • Improved @mentions in the Chat Portal Team Chat so that conflicts don’t arise when there are agents whose name starts with another agents name, i.e. @Christian and @Chris
  • Expanded the SnapEngage#sendTextToChat¬†function so that people can send text to the agent only OR send text to the visitor.
  • Fixed an issue with the agent survey results from not always appearing when there were a large number of records.
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Hello everyone, We added a small new improvement to our Desk.com integration. You can add a custom mapping standard field type and map ‘chat’ as Source type text. Settings this up that way will create a Case with a type:chat in Desk.com […]

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Hello everyone, We have a few updates for today:
  • Proactive Chat upgrade message will appear only in case it is the old Proactive Chat Rules.
  • Fixed Dropdown alignement problem.
  • On the ‘Options’ page, we moved the “Enable Chat Portal Agents to transfer chats between widgets” checkbox to the ‘Agent Settings -> Chat Assignment’ page. Along with this move we renamed “Enable Chat Portal Agents to transfer chats between widgets” to “Enable chats to be transferred from other widgets to this widget” to better describe it’s functionality. Along with this, we added a new option, “Enable chat transfers between agents”. If this option is checked, then an agent will be able to transfer a chat to another agent from within the Chat Portal.
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Hi everyone! We’ve listened to your feedback and today we are happy to announce a simplified Timezone selection user interface, here are a few highlights:
  • A simplified list of timezones in My Info, showing the +/- UTC offsets
  • Hours of Operation for Chat and Calls uses the same list. Default uses your My Info timezone, but this can be easily changed
  • Auto-detection of timezone on account signup
Enjoy! And keep the feedback commin’ ūüėÄ […]

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Hello everyone. We are decoding the email address sent to various integrations: Zendesk, Salesforce and Desk.com. For example: test’2@example.com will be considered as a valid email. Happy chatting day!   […]

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Hello everyone, For today we’ve addressed an issue where the chat transcript area in the Chat Portal wouldn’t always resized itself properly. Happy chatting! […]

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Happy Friday Everyone, For today we’ve included a couple of fixes for the following items: 1. The agent mapping could fail to work if the agent name had a set of parentheses in it. 2. The correct integration was not always used when a chat was transferred directly to an agent on another widget. Cheers! […]

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Hello everyone, Today we fixed a few Free Trial account issues:
  • Data was not being sent to our analytics system for new Free Trial accounts that signed up in the past 24 hours
  • New Free Trial signups were directed to the previous version of our Settings UI on first login
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Howdy and happy Thursday everybody! We released an improvement in how the chat agents are notified of incoming new chats. This change will only impact customers using our option: Agents Settings > Chat Assignment > Notify all online agents of each incoming chat and with¬†a chat team where we¬†typically notify at least 5 or more agents on new¬†chats. Until today, we were processing the agents to be considered for the incoming chat and notifying while reviewing the chat team status. That often caused the first agent in a large team to receive his notification a bit earlier than the last agent in the team. […]

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Happy Groundhog Day everyone, We have a couple of neat new features we’re releasing today in the Chat Portal. The first is the addition of an activity monitor¬†right in the Chat Portal itself. The activity monitor gives agents the ability to see the number of¬†chats in progress¬†and the availability of their fellow agents. For additional¬†details be sure to check out this article. Secondly, we’ve updated the¬†Team Chat so it’s now possible to scroll back through the transcript history, no matter how long ago the chat was started. Simply scroll up to the top of the chat transcript and the next set of messages will automatically be loaded. […]

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Hello all, We have a few improvements regarding our Agent Reassignment:
  • Agent Notification Email will include the not responding agent, when all agents are maxed out.
  • Agent Notification Email subject will include the non responding agents.
  • The notification for the reassigned agent will include the reassigned agent¬†name (the admin will be able to see who the chat was reassigned to)
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Hello everyone, We have an improvement for today in the chat assignment logic to address a corner case where an agent would be getting more than his maximum allowed chats following some transfers. […]

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Hello everyone, We have the following changes available today in the Chat Portal:
  • Agents can now transfer chats directly to other agents¬†across widgets
  • Agents can start or invite offline agents to Team Chats
  • In multi-agent Team Chats agents can see each others avatar images by mousing over their status icon
[…]

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Hello everyone, Fixes for today include:
  • Fixed a bug when¬†Auto responder and Agent Reassignment have the same time setup. Now the auto responder will fire after the time it was setup.
  • We identified a bug where Analytics Drilldowns were not respecting the Widget Selection filter — the data in the Drilldown container was incorrectly limited to the current Primary Widget. This has been resolved, Drilldown now shows data from all selected widgets.
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Hello everyone, We hope you had a nice weekend. For today we have the following changes: * We fixed an issue that was preventing Salesforce contact information from always being passed along at the start of a chat […]

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Happy Tuesday everyone, For today we’ve¬†have the following change: * In the closed chat section of the Chat Portal we’re now slightly greying out the destination icon once it’s been clicked on. This is to provide additional feedback to the agent that they may already have the¬†chat open in their help desk or CRM in another tab. […]

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Greetings, Today we have the following change: * A fix to make sure the chat transcript destination settings are maintained when a chat is transferred across widgets […]

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Howdy and happy Thanksgiving to our US customers, In preparations for the winter holidays, we have added our winter themed chat box back. You will find it in your Settings > Style tab. Enjoy!   […]

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Hello! We fixed an issue where disabling the proactive chat sound on a proactive chat rule did not work. […]

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Happy Friday, While we’re continuing to work hard on our updated Admin Dashboard UI we’re continuing to make improvements to other parts of the system. For today we’ve made a change to better handle agent presence changes in Team Chats. Also for our Portuguese customers we have updated and added new translations! Have a great weekend! […]

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Hello, As you might have already read about in our¬†recent newsletter, we’re getting close to releasing a redesigned¬†Admin Dashboard. Starting today you can experimenting with the UI by signing into your SnapEngage administrator account and following the instructions. As always, if you have any feedback we’d love to hear it. Cheers! […]

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Hello everyone, We have a small fix for today: Fixed an encoding issue when Chat Transcript is mapped in Custom mappings and sent to an integration. In addition to that, we have added back our Halloween chat form in the Style tab of the Settings for the celebration of the holidays. […]

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Happy Friday, Today we have a handful improvements, including: * Not showing¬†the agent survey (if enabled) at the end of the chat if the visitor has been banned *¬†We recently rolled out a small change to indicate which fields on PreChat and Offline forms are marked as Required with a small red asterisk. A small bug in certain environments caused this asterisk to be added twice. We’ve added a small patch to make sure that only one star is added, as expected. *¬†Fixed the Content-type header¬†for the JSON Open API * Fixed various encoding issues when values sent to integrations: javascript variables are encoded correctly, chat transcript first message when sent to Desk.com and Description field¬†from Custom mappings. […]

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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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Hello, Changes for today include:
  • We had a slight CSS bug in Firefox where some words were being broken in arbitrary places, we have applied a CSS fix to resolve the issue.
  • We addressed an issue causing the call-me enabling/disabling to not function properly on some older SnapEngage accounts.
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Happy Monday everyone, Today we have the following changes:
  • Chat Portal: We now show the version of the Chrome OS the visitor is using in the Chat Portal
  • Chat Portal – Team Chat:Image extensions for embedded images within the Team and visitor chats are now case insensitive
  • Chat Portal:The visitor email no longer has to be all lower-case when using the¬†\email command
  • Stats:¬†Add a breakdown of Top Countries to Visitor Information report
  • Stats: Fix for issue where Visitor Information reports did not use the multi widget selection
  • JavaScript API: If, on your own mobile-optimized website, you have an inline button that allows your visitors to start a chat with you, you may want to hide the “Floating Button.” You now have the ability to do this using the same SnapEngage.hideButton() function you would use on the desktop.
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Greetings everyone: Below is a list¬†of various changes¬†that we’ve deployed over the last couple of days:
  • Added a breakdown of Top Countries to Visitor Information report
  • Fixed an¬†issue where Visitor Information reports did not use the multi widget selection
  • Fixed an issue where javascript variables were sometimes being displayed as undefined
  • Fixed an issue where the first proactive message would sometimes not be displayed
  • Fixed an issue with the chat window state preventing chat continuation on mobile
  • Fixed an issue where User with Reporter Role gets redirected to the old version of stats
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Hello Everyone – We’re continuing to remove minor bugs that we’ve found. Changes today include:
  • Fixed an edge case where the phone number input didn’t get “internationalized”, meaning that the drop-down containing the countries, their flags and their prefixes wasn’t visible.
  • JS API: When using the¬†Javascript event API for start chat event, we no longer report a¬†reactive (manual) chat as¬†a proactive chat.
  • The Call-Me logs could in some cases show up with multiple + signs, we also started to show the duration in minutes rather than in seconds.
  • Fixed an issue where some characters showed up as HTML escaped characters in your integrations.
[…]

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Happy Monday Everyone – We hope you had a great weekend. For today we have the following changes:
  • We’ve updated our Agent Survey Breakdown report to include cases where the agent did not respond and the visitor completed the survey. We’re also now sorting the results by survey score rather than number of chats.
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Greetings! Today we have the following changes:
  • Call-me¬†–¬†Fixed issue where some numbers couldn’t be reached due to numbering ambiguity.
  • Hubspot integration – Using the same portal id with more than one widget will save the authentication settings automatically .
  • Hubspot integration – Fixed an issue when adding properties from Hubspot to SnapEngage Chat Form.
[…]

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Greetings! Today we have the following changes:
  • The Post Chat Agent Survey is available on all current plans.
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Good morning, Here are¬†today’s¬†changes:
  • Call-me: We’re now letting your agents know that they are being paused when receiving a ‘Call-Me’
  • Analytics:¬†Fix missing tooltip for Agent availability report
Enjoy! […]

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Good morning, Here are¬†today’s¬†changes:
  • Analytics
    • Agent select table for Survey report now shows data using the same icons used in the actual survey
    • Fix for issue where Widget select filter was not visible on initial load of Overview report
    • Distributed line charts for Agent performance report now shows selection of individual agents
  • Call-me: India added to our supported countries for the Call-Me feature
  • Basecamp integration: Fixed issue where Basecamp gets automatically disconnected for customers having no use¬†for a few weeks
  […]

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