Week of October 16th, 2015 Release Notes: Routing by Tag, Chat Portal refresh


Over the past week we’ve made the following changes.


  • We rolled out our Routing by Tag feature that helps direct chats to the most appropriate agents based on skill set, language, specialty, product, team, support level, etc.
  • The Chat Portal went through a bit of refresh over this week. We relocated some of the menu items to make them easier to access and also removed a lot of rounded elements.
  • Added the “Sorry, [alias] is busy right now. Please wait while we find someone else.” message to the list of configurable messages within the ‘Style’ tab.
  • Extended our Chat Availability Restriction by Country to support specific states of the country as well (can still be used as a white list or a black list).
  • Improved the logic around user statuses to continue supporting our SnapEngage Mobile App Beta.


  • Fixed Upgrade button to direct to your account billing page.
  • Removed the incorrect statement “Chat is still in progress” on the viewcase report of offline visitor messages.
  • Removed automatically appending a trailing space after executing a shortcut command in the Chat Portal.