Tag Archives: on the fly

As you may know SnapEngage already lets you update CRM and Help Desk informations “on the fly” while you are chatting with your website visitors (for Salesforce or for Zendesk). Now for when you wish you could remember a small piece of information about your visitor, you can add a note that will stored in your Salesforce Case as a comment, while you are chatting with this visitor. This comment is private and cannot be viewed by your visitor, but it will be very useful to your support team when looking back on this case. To add a comment to a chat, simply use the command: \note = <your note> e.g.: \note = This customer is awesome, please remember to thank them for the feedback. […]

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It is now possible to assign Zendesk tag values while in a chat. Imaging that you are chatting with one of your website visitor and you want to flag this specific request as a lead in Zendesk for later follow-up. You can now type /tag = lead in your preferred instant messaging client and the Zendesk ticket will automatically be tagged with the “lead” keyword. Now if you couple this capability with Zendesk custom Triggers, you get a very flexible system… Here is the generic documentation: To assign Zendesk tags during a chat, support agents can type: /tag = {tagValues}. […]

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Several SnapABug for Salesforce users asked us for the ability to manually update leads and contacts information while chatting with website visitors. While the ability to automatically map any SnapABug data to a Salesforce standard or custom field is very useful, sometime the information is not available before starting the chat. In this case, while on the phone (using the “Call Me” button) or in a chat, you can directly record important information provided by your visitor, to his profile by using one of the commands bellow. Simply provide the data you want to record after the ‘=’ (equal) sign and SnapABug will assign it to the Lead or Contact it will create for you in Salesforce CRM. […]

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