Release Notes March 13th: Google Search-as-a-Service for Knowledge Base & Intelligent Pre-Chat, Support for Custom reference fields in MS Dynamics, new switchWidget API call

Hey Folks,

while the dev team has been silently working to prepare some major exiting new things which we are exited to announce soon – keep an eye on your email inbox and this space for updates – the work on our core system never stops. Here is some of what we have deployed in the last weeks:

New Feature

We have added a new Knowledge Base option: You can now set up a custom Google Search for any domain or sub-domain and turn your website into a custom SnapEngage Knowledge Base.

Your agents will be able to use your your website as a knowledge base during the chat and your visitors as an intelligent pre-chat option to query the page before starting a chat.

You can read up more on this new feature here.


  • The current version of our MS Dynamics integration now supportsĀ custom reference fields. You can read up on this option here.
  • We have updated the Zendesk ticket creation on behalf of agent: We now have added a custom mapping for agent integration ID and Zendesk Submitter ID to the Integration settings so the ticket creator can be customized according to your preferences.
  • We added a new switchWidget() API call to replace the current setWidgetID() API call to provide a better solution for switching widgets and returning a more accurate status. Additionally, we now offer an optional callback parameter so you can do more when the new status is returned.

Resolved Issues

  • We have fixed an issue where a chat created via the visitor API appeared as “manual offline” in the logs & reports.
  • We also found and fixed some other edge cases where chats appeared as offline cases. If you see this happening again please let us know!
  • We fixe an issue with openProactiveChat() API, where the chat could not be programmatically prompted again a second time if it was closed once in the past hour.