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Messaging and Live Chat Release Notes: June 2022

Product enhancements •  Hours of Operation: Updated and enhanced the hours of operation UI to support multiple time ranges within a given day for improved flexibility and customization. This enhancement applies to the Live Chat hours of operation and Call-Me hours of...

Messaging and Live Chat Release Notes: May 2022

Product enhancements •  Guide Bot Images: Added the ability for users to upload images and animations to bot prompts for the Guide Bot and Chatbot API to enrich the chatbot experience and improve overall UX. Supported file types include: PNG, JPG, GIF. Contact your...

Messaging and Live Chat Release Notes: April 2022

Product enhancements •  Guide Bot Images: Added the ability to render an image alongside the bot prompt during bot configuration. •  Guide Bot: Added the ability to save progress during bot setup/configuration without exiting the bot configuration screen in order to...

Messaging and Live Chat Release Notes: March 2022

Product enhancements In March we officially launched Supervisor! Supervisor is a powerful real-time chat performance monitoring and agent management tool. With Supervisor, managers/supervisors can unobtrusively monitor active conversations across widgets, privately...

Messaging and Live Chat Release Notes: February 2022

Product enhancements •  Supervisor Beta: Added the ability for supervisors to label conversations in the Supervisor view, so that they can segment and disposition conversations and trigger downstream workflows. •  Supervisor Beta: Added the ability for supervisors to...

Messaging and Live Chat Release Notes: January 2022

Product enhancements •  Supervisor Beta: Updated handling of whisper messages for integrations, viewcase, and Logs API. This enhancement aims to make handling of whisper messages more consistent overall and ensures that internal-facing whisper messages are kept...

Messaging and Live Chat Release Notes: December 2021

Product enhancements •  Supervisor Beta:Disabled the whisper input area for Recent chats. •  Added the ability for users to scroll and view extra-long images in the chat window •  Supervisor Beta: Added the ability for supervisors to claim/transfer a chat to...

Release Notes November 15: Visitor Verification for Bot API, New Coversation API Events, Logs page update and other improvements

Hello everyone, here are some updates the developer team has shipped to the chat product in the recent weeks: Bot API: We now support visitor identity verification (HMAC) with the Bot API. For more details you can check the Bot API documentation here. Conversation...

Release Notes August 30: New “Number of times to show” Proactive Rule Feature

Hello SnapEngagers, we have released a great new feature to enhance our Proactive Chat capabilities. You can now set up the chat to engage the visitor a specific number of times in a given time frame. With this new rule you get – More control over your proactive...

5 Best Practices for Aligning Customer Support and Sales

Customers in a variety of fields now expect more personalized care than ever before when they interact with businesses. This means that sales and customer service teams must work together to create a seamless, unified customer experience and stay aligned. We've compiled five best practices aimed at unifying customer service and sales teams to ensure a satisfying, cohesive end-to-end customer experience.

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Messaging and Live Chat Release Notes: May 2022

Product enhancements •  Guide Bot Images: Added the ability for users to upload images and animations to bot prompts for the Guide Bot and Chatbot API to enrich the chatbot experience and improve overall UX. Supported file types include: PNG, JPG, GIF. Contact your...

Messaging and Live Chat Release Notes: April 2022

Product enhancements •  Guide Bot Images: Added the ability to render an image alongside the bot prompt during bot configuration. •  Guide Bot: Added the ability to save progress during bot setup/configuration without exiting the bot configuration screen in order to...

Messaging and Live Chat Release Notes: March 2022

Product enhancements In March we officially launched Supervisor! Supervisor is a powerful real-time chat performance monitoring and agent management tool. With Supervisor, managers/supervisors can unobtrusively monitor active conversations across widgets, privately...

Messaging and Live Chat Release Notes: February 2022

Product enhancements •  Supervisor Beta: Added the ability for supervisors to label conversations in the Supervisor view, so that they can segment and disposition conversations and trigger downstream workflows. •  Supervisor Beta: Added the ability for supervisors to...

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