Release Notes June 27


  • Bot API: We are now including JavaScript variables in the initial case data payload
  • Chat Routing: We have increased the inactivity timeout for chats going to the queue to a default of 30 minutes.
  • Visitor Chat: We have improved the ‘agent is typing…’ display in the chat box to make this more obvious to the visitor

Resolved Issues:

We have made some general improvements around the backend chat engine over the last few weeks. These changes should greatly improve chat routing stability: I.e. issues reported where some live chats appeared stuck in the dashboard, closed chats stuck in the live chats section in Hub, chats timing out too early, some chats getting stuck in the queue. Please let us know if you still experience issues in this area.

Additional fixes:

  • SMS to Chat: Fixed an issue with file transfer not working.
  • Hub: Fixed some assorted issues causing an error ‘Something went wrong‘ in the Hub.
    – Fixed preview for Gif images in the team chat.
    – Fixed an issue where the email entered by the visitor was not automatically updating the contact in Hub
    – Fixed an issue where the widget switcher list was not scrollable when seeing a very long number of widgets
  • Case Logs: Fixed an issue showing unexpected characters in the visitor URL
    – Fixed an issue where the first visitor message was missing in not responded chats.
  • Visitor Chat: Fixed an issue causing the title of the page changing to Undefined.
    – Improved handling of connectivity issues when the visitor’s internet connection is interrupted.
    – Improved the behavior of the chat box on iOS Safari.
  • Admin Dashboard: Fixed an issue where a comma in the widget name broke the live chats dashboard


SnapEngage Honored as Gold Stevie Award Winner in 2019 American Business Awards

SnapEngage is thrilled to be honored as a Gold Stevie Winner in the 2019 American Business Awards (Customer Service Department of the Year – Computer Software category). The American Business Awards are the U.S.A.’s premier business awards program. All organizations operating in the U.S.A. are eligible to submit nominations – public and private, for-profit and non-profit, large and small. 
More than 3,800 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories, including Startup of the Year, Executive of the Year, Best New Product or Service of the Year, Marketing Campaign of the Year, Live Event of the Year, and App of the Year, among others. SnapEngage was nominated in the Customer Service category for Customer Service Department of the Year in Computer Services. 

“We are ecstatic to once again be honored as a Stevie® Award winner in the Customer Service Department of the Year category, this year as a Gold Medal recipient. We don’t just call our team ‘technical support’, because a much more fitting name is ‘client success’. This speaks to the way we treat our clients; their success is our success. Congratulations to the winners in all categories for a job well done.”


– Jerome Breche, SnapEngage Owner/Co-founder and Chief Product Officer

We always strive to do the right thing for our clients. We heavily emphasize our client success team and continually work to delight and educate our loyal clients. We are proud to once again be honored with an award in the Customer Service Department of the Year of the 2019 American Business Awards!

The selection panel noted that SnapEngage has a “well developed team to merit such strong service and satisfaction results” averaging a 96% CSAT score each year and a response time of 11 seconds. More than 200 professionals worldwide participated in the judging process to select this year’s Stevie Award winners.

Organizations nominated


CSAT score

Professional judges

SnapEngage was also honored with their second consecutive Stevie Awards Bronze medal for Sales and Customer Service

“The nominations submitted to The 2019 American Business Awards were outstanding. They illustrate the continued vibrancy of innovation and high level of achievement across the American economic landscape,” said Michael Gallagher, president and founder of the Stevie Awards.

About SnapEngage

SnapEngage is an enterprise live chat solution that partners with businesses to transform customer engagement and drive measurable business outcomes. Businesses that implement SnapEngage consistently experience increased sales conversions, increased customer satisfaction, reduced cost-per-interaction, and more. Every day, SnapEngage drives positive outcomes in the following verticals: SaaS and technology, healthcare, e-commerce and retail, travel and hospitality, real estate, insurance, government, education, and the nonprofit sector.

About the Stevie Awards

Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards here. More details about The American Business Awards and the list of 2019 Stevie winners are available here. The Stevie Awards for Sales and Customer service details are also available here.