July 1st 2014 Release Notes: Shortcut and mobile offline fixes

Greetings everyone,

For today we’ve made the following changes:

  • Fixed an issue where having a shortcut that began with “transfer” was being misinterpreted as the transfer command
  • Fixed an issue where the chat form was not closing when submitting an offline case using a mobile device
  • New source value added to Custom mappings  “Entry URL”.entryurl
  • For Zendesk user authenticating with OAuth when the ticket is solved and no agent is assigned, getting from Zendesk the default authenticated user.

Call Me is becoming international!

Our Call Me feature has been limited only to US and Canadian number, however we are now allowing you to communicate with your international customers by phone.

Currently we are supporting these countries United States, Canada, Brazil, Mexico, Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland/Aland Islands, France, Germany, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, United Kingdom, Russia, Kazakhstan, Cyprus, Argentina, Australia, Cocos Island, Christmas Island, New Zealand, Chile, Colombia, South Africa, Israel

If you want to start using this feature this article would please have a look at this article and it will point you in the correct direction.

Use Salesforce Solutions for your knowledgebase

Salesforce Solutions allows you to create articles to help answer common problems. By connecting your Solutions articles to SnapEngage you will be able to search these articles to quickly answer your customers questions from within the SnapEngage chat portal.

To set everything up please follow these steps:

Make sure that you have the Salesforce integration connected. You can check this by going to the “Integrations” tab in the admin dashboard where you should see this screen:

Screen Shot 2014-06-12 at 5.39.03 PM

Look for the green “Connected” message. If it’s present, proceed by clicking on “Knowledgebases” tab then click on the Salesforce icon. If you see a red “Not Connected” message please follow these steps.

Screen Shot 2014-06-11 at 5.45.13 PM

Next, click on the “Save” button:

Screen Shot 2014-06-11 at 5.45.19 PM

After that, create a Solution in Salesforce if you don’t have one already:

Screen Shot 2014-06-12 at 5.40.00 PM

Make sure that the Solution is set to reviewed, we will not list any drafts.

Screen Shot 2014-06-12 at 5.40.54 PM

Now, whenever you get stuck, you can search your Solutions in the chat portal knowledgebase for the answer:

Screen Shot 2014-06-12 at 5.54.35 PM

Good luck chatting!

June 13th 2014 Release Notes: Zendesk Oauth

Hello everyone,

We have got some new stuff for you today

  • Fixed issue with Proactive Chat sometimes showing Call Me button although out of Call me schedule. Also minor issue with phone number input error messages.
  • We opened up Call Me to international phone calls.
  • We’ve updated our Zendesk integration to use OAuth authentication. OAuth provides a secure way for your application to access Zendesk data without requiring your sensitive information like username and API token.

    In your Admin Dashboard you will see an upgrade notification:

    The next step will be to connect your Zendesk account

    You will be prompted to login to your Zendesk account if you are not already connected (don’t worry we are not going to save them on our side).
    Next you can grant SnapEngage the access to connect to Zendesk.

    If the connection is successful, you will see the Button as connected

    Don’t forget to hit Save!

Intelligent Pre-Chat, Empower Customers to Find the Right Answers Before you Do.

Better Customer Support With Less Effort? Yes.

Intell_Pre_ChatHow would you like to answer customer support questions in a matter of seconds without ever moving your mouse or even touching the keyboard? You might be telling yourself this ability simply isn’t plausible, but with SnapEngage’s new Intelligent Pre-Chat feature it’s actually very simple.

What is It?

Intelligent Pre-Chat is a feature that allows visitors to quickly get answers to FAQ’s by providing customers with a relevant list of support articles, FAQ’s, and blog entries in a matter of seconds. This allows visitors to be immediately directed to a list of possible solutions without having to leave the chat box.

Lets take a look at how this feature works and how to enable it for the benefit of your website visitors: Continue reading “Intelligent Pre-Chat, Empower Customers to Find the Right Answers Before you Do.”