Release notes Week April 20: “Who closed the chat” now available in case transcript

Hello chatters,

here is what the team has been working on in the week of April 20:

  • We now show if the chat was closed by the agent, by the visitor, if it timed out, as well as the time stamp.
    This line can be found at the end of the chat transcript:2017-04-21_1750



  • Fixed a bug in the Design Studio where sometimes the file upload and end chat buttons would overlap if a translated message was long or if the chat box or mobile screen was narrow.
  • Made an improvement to how the Design Studio handles form interaction on mobile devices.
  • Fixed a bug in Design Studio where if the user had both Intelligent Pre-chat and the Pre-chat form enabled, pre-chat form was getting skipped.

7 Mistakes to Avoid in SMS Customer Support

7 Mistakes to Avoid in SMS Customer Support

Avoid these common pitfalls to deliver top-notch SMS customer support

Guest Author:  Alexa Lemzy, Customer Support & Content Manager


Text is one of the most popular forms of communication. When you think about it, there are many reasons why. It doesn’t require an internet connection like Facebook Messenger and WhatsApp. It doesn’t even require a smartphone, most any kind of cell phone has the ability to send and receive texts. Even when cell phone reception is weak, texts can still get through. And once they do get through, they’re usually opened within 3 minutes.


phone-whiter-1All of these reasons also make text an excellent channel for customer service. Businesses can reach a wider range of customers more quickly and efficiently, and they can offer clients the luxury of instant customer support via a preferred communication channel.


That being said, there are good ways and bad ways to use text for customer support. Time zone snafus, messaging clients who haven’t opted in, giving long-winded explanations via text and other no-no’s can all lead to frustrating customer experiences – rather than successful resolution of issues and inquiries.

Here are the top 7 mistakes to avoid when using SMS for customer support:

Continue reading “7 Mistakes to Avoid in SMS Customer Support”

Release Notes – Week of April 13th: New analytics binned report for Visitor Wait and Queue time

Greetings and Salutations,

we are a bit late with this post due to the easter holidays: Here are the release notes for updates, bugfixes and changes applied within the sprint week of April 13th:



  • We have added a new ‘binned’ report to the Visitor Wait and Visitor Queue time
  • There is now a ‘select all / none’ option in the Agent Performance section.

Visitor Channel integrations:

  • Agents can now ban visitors from chatting  through the Visitor Channel integrations (Facebook Messenger, SMS to Chat and WeChat)


  • Fixed an occasional error when quickly adding / editing / deleting agents. When adding and saving new agents we now show loading spinners on the add / edit / delete / save buttons and disable the ability to save while something is in the process of already saving.
  • Fixed a bug in Design Studio on Safari, where background patterns would mysteriously disappear while selecting or scrolling in the pattern picker.


How to Craft a Unified Customer Experience Using Design Studio

Take your brand’s chat experience to
the next level with our Design Studio.

Contributors: Abby Schmautz, Kent Riggs

Have you had a chance to get your hands on our new Design Studio yet? (Or, are you sitting there thinking, what’s that? If so, we’d encourage you to check out this previous blog post to get up to speed before diving in here). 

As many of our clients are quickly discovering, the Design Studio (released in January) provides an array of opportunities to unify your entire customer experience and ensure that live chat plays a seamless role within that experience. It’s more important than ever for companies to create compelling brand experiences if they want to stay relevant in today’s landscape, which is why our team has worked tirelessly to bring you the Design Studio.

But, why is branding so important?

As industries become saturated with competition, each component of the user experience plays a key role in ensuring that companies stand out and get noticed. While first impression may start with a name or logo, the other elements of the user interaction (such as live chat!) all work together to continue shaping this initial impression. Branding is no longer limited to a single element of design such as a snazzy logo. It’s become a top-to-bottom experience. We’ve witnessed the emergence of two camps of brand identification — both identified by the “out-of-the-box” approach in name, but with very different meanings.

Continue reading “How to Craft a Unified Customer Experience Using Design Studio”

Release notes for the week of April 6th: Facebook Messenger updates


here are the updates and bugfixes we have released in the sprint week of April 6th:

  • The Facebook Messenger integration (BETA) now works better together with the Zendesk integration: Tickets in Zendesk are now grouped under the same contact, and offline replies from SnapEngage will be sent to Zendesk as notes
  • we have updated/replaced some of the background pattern tiles.
Bug Fixes:
  • Fixed an issue where the audit logs CSV export was not saving correctly into a file download.
  • Fixed an icon issue in the Analytics report drilldown table rows

New Analytics Enhancements Provide Better Reporting

Learn more about how our enhanced,
events-based live chat analytics
produce even more precise reporting.

SnapEngage clients may have noticed some recent updates to the Analytics section in the Admin Dashboard. In short, we’ve added some new reports and made improvements to give you more consistent, reliable and accurate data in your reports.

Here’s a breakdown of the new Analytics enhancements:

New data sources for response time reporting

Our new reporting method breaks out actual agent response times from wait and queue times to provide a more accurate representation of the true causes behind visitor wait times.

Prior to the recent updates, we were using time stamps on chat transcripts in the database to determine response times. We came to realize that there were some shortcomings with this approach. Agent response times, in particular, weren’t always telling the complete story. In effect, agents could be unnecessarily penalized for factors outside of their control, such as behind-the-scenes actions (i.e. routing, agent availability checks) and queued chats.

The new reporting method logs a series of events in the chat timeline that allows for more detailed and precise reporting. The updated agent response time report now also accounts for chat transfer times as well.

Continue reading “New Analytics Enhancements Provide Better Reporting”

Optimizing Your SnapEngage Live Chat + HubSpot Integration

Does your integration strategy
deliver maximum value?

Here are 7 ways to optimize your efforts.

You spend a lot of time and energy attracting the right eyeballs to your website, and once you fish those leads in (fingers crossed), your strategically placed CTAs send visitors down the appropriate conversion paths. Chances are there’s a lead capture form at the end of each of these trails, and that’s all great!

The HubSpot Marketing and HubSpot CRM platforms give you all the tools you need to generate leads and manage your pipeline, but there’s a key piece in the middle that requires special focus – talking to your prospects. All conversions start with a conversation, and that’s where live chat fills a critical gap in your marketing and sales processes. Use these 7 tips to ensure you’re making the most out of the SnapEngage + HubSpot integration.  Continue reading “Optimizing Your SnapEngage Live Chat + HubSpot Integration”