(Last Updated On: September 24, 2018)

Use Labels for Enhanced Chat Segmentation

by | Announcements, Product Updates

We’ve introduced Labels for enhanced chat segmentation and classification!

The Labels feature allows users to disposition chat conversations and map them easily into an integrated CRM or Help Desk (in addition to chat log CSV exports). This allows for enhanced data tracking, reporting, and better segmentation of SnapEngage conversations. Admins can use Labels to define workflows and integrate SnapEngage more seamlessly with existing processes for more efficient marketing, sales, and support operations. It’s also easy for agents to use Labels to categorize chat conversations during or after a conversation.

 

Labels make it easier to integrate SnapEngage with existing workflows

Label chats directly from the Conversations Hub during or after a chat to categorize and distribute conversations appropriately for optimal customer experiences and make it easy for your team to take proper follow-up actions. Both freeform and pre-defined label options are available – use whichever suits your workflow best. In addition, we also offer label requirements settings.

Existing clients should note that the Labels feature significantly improves upon and replaces the Operator Variables functionality. However, agents can still use Operator Variables with chat commands or shortcuts in the legacy Chat Portal. All users can now configure pre-existing Operator Variables in the new Hub tab of the Admin Dashboard.

If you’re an existing SnapEngage user that hasn’t migrated to the Conversations Hub yet, take a peek here to learn more. The Hub offers an updated, intuitive agent interface where users can manage all conversations with visitors in one central location – no matter the channel.