SnapEngage Chat Now Mobile Optimized

mobile notification

As we all know, mobile devices are taking over the world. A few statistics to whet your appetite:

  • 91% of all people on earth have a mobile phone
  • 50% of mobile phone users, use mobile as their primary means of browsing the web
  • 72% of tablet owners purchase via their tablets each week

That’s a bunch of impressive numbers which should resonate with anyone reading this… especially since there’s a high probability that you’re reading this on a mobile device yourself. (If you detach the laptop from the power cord that makes it mobile right? Just don’t want anyone to feel left out.)

So what has SnapEngage been doing to address this mountain of data? We have been secretly working away in our laboratory hidden on an unnamed South Pacific island beneath an active volcano. The combination of liquid-hot magma and brilliant minds at work has produced something rather magical; a fully optimized chat experience for your mobile visitors! Continue reading “SnapEngage Chat Now Mobile Optimized”

January 24th 2014 Release Notes: Web client home screen focus!

Hello everyone – a handful of items for today:

  • We fixed an issue where if multiple custom roles were defined for a widget a user might not be able to access the Configurator.
  • We also fixed a Javascript API call so that the OpenProactive function will behave correctly when called without any message if the widget is using Proactive v2.
  • The web client now always show the “home” screen when signing in, even if there are Team Chats in progress. This is in part to make way for some exciting new additions to the home screen which are coming down the line.
  • Proactive chat new version fixed issue with the rule like “country not equals x”.

Announcing New Advanced Proactive Live Chat

ProactiveV2ChatboxProactive 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!). Continue reading “Announcing New Advanced Proactive Live Chat”

January 16th 2014 Release Notes: Zendesk attachment to ticket

Hello everyone – small updates for today:

–  Zendesk integration – Fixed an issue when creating a new ticket with an Attachment file. The ticket will include the problem description and the Attachment file.

– The join.me integration \share command will no longer attempt to embed the join.me viewer in SnapEngage, as this mode of operation is no longer supported by join.me. The \share command will redirect the visitor to the join.me viewer web page instead, and the SnapEngage chat will therefore not continue until the visitor returns on the origin website.

 

January 13th 2014 Release Notes: Web Client language selection and sound management updates

Greetings – we hope you had a great weekend. A couple of changes to start off the week:

  • We fixed an issue with the agent language selection not always being passed along when signing into the web client
  • We’ve speed up the way the web client loads sounds to help decrease startup time and the amount of resources it uses
  • We’ve updated the way chat duration is tracked when a chat is transferred; it is now calculated using the time when the chat was originally started as opposed to when it was last transferred.

Regarding the February 13th ZenDesk Update

Hello ZenDesk users!

We wanted to give you a quick bit of information regarding a message you may have received from ZenDesk recently. ZenDesk is making a small change to their API which will go into effect on February 13, 2014. Basically, this update will change the Description field to Read-Only. But don’t fret, friends, our developers are taking care of this for you and have implemented a simple change to pair Comments with Chat Transcripts instead of Descriptions.

Everything will look the same on your end and there’s nothing you need to do. Our updated code to address this change was deployed today (January 9, 2014). Please come chat with us at www.snapengage.com or drop us a line if you have any further questions regarding this!

Cheers,

– Your SnapEngage Team

January 10th 2014 Release Notes: Intro Video and Web Client Transfer Fix

Happy Friday everyone,

An addition, a fix and a couple of updates for today:

  • We’ve added a short introduction video in the “Get started” tab. The video can also be viewed here.
  • We fixed an issue where if an agent transferred the same chat multiple times in a row it would be removed from the receiving agent’s chat list.
  • Updates to Spanish and Portuguese translations.
  • Zendesk API for creating tickets is updated, for more details click here.