Live Chat for Government & Municipalities
Connecting communities.
Government agencies and municipalities rely on live chat software for real-time communication with residents, businesses and other stakeholders. SnapEngage’s SMS-to-Chat feature provides 311 live chat services, allowing users to send text messages to community call centers where operators can handle multiple incoming messages within the SnapEngage interface.
The City of Evanston paved the way for SMS-enabled 311 services using SnapEngage’s SMS-to-Chat functionality.
Evanston was only the second city in the nation — after New York City — to implement SMS-enabled 311 services. City managers are using SnapEngage every day, allowing residents to send text messages from their mobile phones to the city’s 311 information center.
Easy Chat Transfers
With the click of a button, transfer a chat to another agent, support tier or department.
SMS-to-Chat
Our Text-to-Chat feature allows your visitors to initiate a chat and communicate with your agents via SMS text message while maintaining the same user-friendly chat portal interface for your agents.
Real-Time Activity Monitoring
Our real-time live chat dashboard gives your team leader an overview of agent activity at any given time.
Knowledge Base Integration
Put resources at your agents’ fingertips. Search your knowledge base right from the web client chat dashboard.
Flexible Assignment Rules
Choose between Round Robin and Broadcast style to create intelligent assignment rules so your agents don’t get overwhelmed.
Shortcut Messages
Set up canned responses for commonly used messages to cut down on keystrokes and increase agent efficiency.
Chat Features for Government & Municipalities
A highlight of chat features benefitting the government and municipality sector.
| Self-Service | Full-Service | |||
|---|---|---|---|---|
Easy Chat Transfers
 |
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With the click of a button, transfer a chat to another agent, support tier or department. |
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| Shortcut Messages
|
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|
Set up canned responses for commonly used messages to cut down on keystrokes and increase agent efficiency. |
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| Real-Time Activity Monitoring
|
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|
Our real-time live chat dashboard gives your team leader an overview of agent activity at any given time. |
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| SMS-to-Chat ($25/month per line)
|
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Our Text-to-Chat feature allows your visitors to initiate a chat and communicate with your agents via SMS text message while maintaining the same user-friendly chat portal interface for your agents. |
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| Knowledge Base Integration
|
||||
|
Put resources at your agents’ fingertips. Search your knowledge base right from the web client chat dashboard. |
||||
| Flexible Assignment Rules
|
||||
|
Choose between Round Robin and Broadcast style to create intelligent assignment rules so your agents don't get overwhelmed. |
||||
| Agent Priority Tiers
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Sort your agents into separate tiers. Chat routing prioritizes the front-line agents. This lets you escalate complex support requests to a tech team, or transfer a promising lead to a senior salesperson, or simply move agents to a higher tier while they work on another task. |
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