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 [email protected] and let us know.

Cheers!

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”