Changing the default proactive chat notification from None to Snap when you create a new rule.
Addressed a font feature issue for Windows 8 and 10 users on Google Chrome making our Marketing and Support sites display incorrect casing in web forms.
Fixed an issue with the Text-to-Chat sending content to visitors for chat features not applicable to Text-to-Chat (such as post chat survey).
Updated the Audit Logs access for some cases where sub-administrators were seeing an empty list in the logs where the actual main administrator could see change events in the audit logs.
We’ve also updated the Analytics Overview report moving the Online and Offline numbers to the top of the page.
We’ve added a new section in the Admin Dashboard to better help you get into contact with us.
There are two ways to get there. Log into your Admin Dashboard and click the “Help” button on the left side panel, or you can just go to your account dropdown and select “Contact Us”.
You’ll be taken to a new page that has all of the different ways you can get into contact with us (phone, text, and chat).
We’ve also listed our 24/7 Support Line phone number for our Premier and Enterprise accounts, and Enterprise accounts will also see the direct contact information of their Account Manager.
We hope this helps you!
We have also made an update to the way the agent routing works when a Proactive is fired on your site. Here’s the way things used to work;
Proactive fires on visitor page
Agent pauses
Visitor starts a chat
Agent receives the chat even though they are paused
While we thought this would be a good flow, we have had feedback that our clients do not agree as it becomes troublesome to their agents as they tend to miss some chats after pausing. So, we’ve updated the routing to be;
Proactive fires on visitor page
Agent pauses
Visitor starts a chat
Chat gets routed to another agent who is online, or the visitor will receive the “Sorry, there is no agent available at this time.” message
Hopefully this new flow will help reduce the amount of missed chats.
Today we released a bug fix relating to the top area of the chatbox:
Previously if a user clicked the top area of the chatbox without dragging it to re-position it within their browser, the chatbox would hide from sight. Now, the chatbox stays put when a user clicks it.
Thank you to one of our newest users for reporting this bug to us! 🙂
We have also released a new section within our Analytics for transfers.
Within this section you will see four different reports;
Widget To Widget Transfers – Logs when a chat is transferred from one widget to another.
Agent To Agent Transfers – Logs when a chat is transferred from one agent to another.
Failed Transfers – Logs when a chat transfer is proposed, but is not completed.
Agent Reassignment – Logs when a chat is re-assigned from one agent to another due to lack of response.
With all of the new features we’ve been adding we wanted to make sure that we let everyone know that SnapEngage is committed to staying HIPAA compliant on all accounts that require it.
We understand that for some of our clients chat is used to communicate sensitive information, and we take that very seriously. Therefore we make sure that we comply with HIPAA standards with all our new features.
Please contact us about how to make your account HIPAA compliant.
Along with adding a new Credit Card form that allows Zip Code entry, we’ve added the option to select which secure data forms are available to your agents to present to your visitors. You can find this within your Admin Dashboard under ‘Settings->Options’.
On the Chat Portal side, your agents will only see the forms that you’ve made available to them.
Please see our Help Article to learn more about Secure Data Transfer
