April 24th 2014 Release notes: Log Export Permissions, Scroll to active chat, International calls BETA

Greetings Chatters,

For today we have the following:

  • We fixed a permissions issue that was preventing users from being able to download the chat logs even if they had permission to do so.
  • We’ve made a change to the Chat Portal so that when the agent clicks on a desktop notification the corresponding chat is scrolled into view among the active chats.
  • Also in the Chat Portal, we’ve updated the chat transfer dialog to display the list of widgets alphabetically and pre-select the current widget agent list.
  • International calls BETA availability update – We’ve been working on improving our “Call-Me” experience and are now at a point where we would like to start beta-testing these improvements with interested customers. Currently we have included the Call-Me feature free of charge and we will continue to offer a set of monthly minutes with each SnapEngage subscription. However, in order to support the higher phone costs of non-US countries we have added a credit system where you will be able to buy additional minutes. We are still working on the details, but while we are in the Beta period of this feature, there will be no additional cost to you for using this new feature. Currently these countries are opened up for landline and mobile phone usage:
    • United Kingdom
    • United States
    • Australia/Cocos/Christmas Island
    • Austria
    • Belgium
    • Brazil
    • Bulgaria
    • Canada
    • Czech
    • Denmark
    • Estonia
    • Finland
    • France
    • Germany
    • India
    • Ireland
    • Italy
    • Latvia
    • Lithuania
    • Luxembourg
    • Malta
    • Mexico
    • Netherlands
    • Poland
    • Portugal
    • Romania
    • Slovakia
    • Spain
    • Sweden
    • Switzerland

If your organization would like to activate the beta on your widget please come chat with us or send an email to support@snapengage.com and let us know.

Cheers!

April 20th 2014 Release notes: Proactive Chat Cookie changes

Greetings everyone,

We  have a somewhat of a big change today as it relates to cookies and our proactive chat. We are disabling the proactive chat feature for visitors who have disabled cookies in their browsers. Without cookies, we are unable to have a 30 minute cool down period between proactive engagements. This cool down period is avoid harassing your website visitors with repeated invites when they are not interested in chatting, or when they have just finished chatting. We have therefore decided that it is best to not proactively prompt visitors who have taken the extreme privacy decision to not allow any browser cookies.

If you have any questions regarding this change, or anything else for that matter, please come chat with us.

April 16th 2014 Release notes: Chat Assignment tab, Agent Reassignment and Proactive chat ‘is not equal to’

Hello everyone,

We have a few new things for today:

  • Proactive Chat: We have added (maybe a little late) the capability to set a rule as “Is not equal to” for text based rules as well. This is particularly handy when you have a rule that you want to execute everywhere but on a certain page. I.e. say that you have a general rule you want to be executed everywhere, but you don’t want to annoy the people reading about all your services. Then you would add a “Is not equal to” rule with the value “http://www.amazingcompany.com/services/“.
  • We have also added the capability to use the {alias} placeholder for proactive v2 chat (feature from old proactive chat). User who have hesitated to upgrade because of this can now move on to the new version of proactive chat.
  • All the Chat Assignment settings are gathered in one tab from today. We moved Agent’s Chat setting and some Chat assignment from Options tab to the new tab (Auto responder and Schedule).

chat_assignment

The following settings can be found under the Chat Assignment tab:

Agent Assignment settings – Notify all agents or notify only one, Agent reassignment (new feature), Auto responder, Max number of chats per agent, Waiting queue team status and Hours of Operations (Schedule).

chat_agents

auto_responder

hours_of_operation

  • Agent Reassignment – Enabling Agent Reassignment will reduce the amount of the chats being missed by the agents. The reassignment will be triggered in case the agent didn’t reply to the chat. The system will search automatically for the next available agent and the agent who didn’t answer the chat will be auto paused.

New Feature: Sneak Peek for chat

SneakPeakTextPreviewWouldn’t it be great if you could read your visitor’s minds? Get a glimpse into their questions and thought process before they send you a question? Just a little peek so you can work on having the best answer in the world prepared and look super responsive to boot? Well guess what you no longer have to be a super hero with x-ray vision or mind reading capabilities. You don’t even need to attend the 3 week mail in, online, by phone undergraduate course from the local Boulder psychic institute to be able to have insight into your customer’s questions before you actually see them! Continue reading “New Feature: Sneak Peek for chat”

April 11th 2014 Release notes: Chat Transcript Email

Happy Friday Everyone,

For today we’ve added the option to send chat transcripts emails either on behalf of the visitor or from our no-reply@snapengage.com address:

2014-04-10_1142

When using a help desk or CRM you’ll typically want to use the first option whereas if you’re using our email integration you’ll want to use the second one.

Have a great weekend!

SnapEngage not affected by ‘Heartbleed’ OpenSSL vulnerability

The SnapEngage engineering team has been working to assess the impact for our customers in the wake of disclosure of CVE-2014-0160. The vulnerability, known as Heartbleed, is related to OpenSSL, a cryptography library that is used for encrypting a large majority of the traffic across the Internet.

SnapEngage’s systems, including those of our cloud providers, are not affected by the vulnerability or were patched by the providers before the public disclosure of the vulnerability.
Although we have no evidence that any data was compromised, concerned users can take the following additional precautions:
If you have used the same password on multiple sites or services, in order to protect yourself, you should change the password on all services. Note: If any of those services are/were affected by the Heartbleed vulnerability, please make sure that they have patched their systems before you change your password.

Please come chat with us if you have any questions.