SnapEngage

SnapEngage Help Center This page has moved. Please visit for all knowledge base articles and don’t forget to update your bookmark. Chat Now Chat Basics Intermediate Advanced Account Categories: Integrations & Plugins (Last Updated On: )About This ArticleThe purpose of this article is to provide a comprehensive overview of how to integrate SnapEngage with Freshdesk.When integrating SnapEngage to your Freshdesk page you can automatically convert completed chat transcripts as tickets. You can also have offline requests be logged as tickets in Fresdesk and you can select which chat transcripts you would like to discard to not be converted as tickets. Finding your Freshdesk support email1. Sign into FreshdeskEnter your email address and password.2. Find your support emailClick on “Admin” and then the “Email Setup” icon.3. Copy your support emailYou will find this under “Support Email”.Getting Started1. Sign into your SnapEngage AccountYou can sign into the Admin Dashboard2. Integrations tabIf you click on the “Integrations” tab you can select the email option. Here you can add your support email address that has been configured in Freshdesk.If you click on “Advanced” you can select which option you would like to use to send your chat transcripts.3. Click “Save”Make sure to click “Save” when you are done making changes!You’re all set! Your SnapEngage chat transcripts will now be sent to your Freshdesk account to be created as tickets. Loading ... Published April 18, 2013

From live chat events to help you make more informed marketing and sales decisions.4. Custom Mappings: Update contact records with live chat dataThe better you know your prospects, the more effectively you can communicate with them. Live chat offers an additional avenue to collect valuable information about your leads. With the SnapEngage + HubSpot integration, you can automatically map contact, company and custom tag information into HubSpot contact records at the close of a chat.Learn more about HOW TO ADD CUSTOM MAPPINGS TO YOUR INTEGRATION5. Workflows: Trigger campaigns, create tasks, and update lists based on chat activityOne of HubSpot’s most powerful features is their engine behind automation – Workflows! Via HubSpot, ‘Successful marketing automation relies on triggering relevant and timely actions, based on a user’s context. HubSpot’s Workflows combine the power with the context required to effectively scale your marketing efforts.’So, why not add another trigger event to boost your marketing automation efforts? The SnapEngage + HubSpot integration allows you to easily select live chat event triggers to kick off your workflows. Pair this with custom mappings to segment, target and personalize your communications for more effective lead engagement.6. Visitor Lookup: Know who you’re chatting withThe SnapEngage + HubSpot integration is not a one-way street. You can also use the integration to display valuable information about your visitors at the start of a chat. Once there is a known email address for the visitor within the chat session, either from a returning chatter (cookie-based) or through agent collection, you can display relevant contact details to your agents. For example, you may want to display a prospect’s lifecycle stage to an agent at the start of a chat so you can better tailor routing options and communications. Other sample data you may wish to display include:Lifecycle stageAccount creation dateAccount typeAccount numberBilling status…and lots more!Learn more aboutCOLLECTING VISITOR INFORMATION AT THE BEGINNING OF A CHAT7. Feedback Loops: Gather valuable insights to better guide your marketing and sales effortsLive chat is an excellent opportunity to learn more about what resonates (or serves as a stumbling block) with your audience so you can better guide your visitor experience. You may start to recognize patterns around which pages live chats are initiated from, or trends in the types of questions being asked. This could serve as an indicator that the information on these pages may not be clear or could use further explanation.You can also use operator variables in the SnapEngage Admin Dashboard to define and attribute custom tags to chats, and then map these tags into HubSpot to trigger follow-up actions and feedback loops.Is the SnapEngage + HubSpot integration growing your business in other ways?Share best practices and ideas in the comments below!

That absolutely nothing you create in one chatflow is available in another one.This means if you build out an entire chatflow with questions, quick replies, answers, and calendar links - you can’t use it again in another bot.You can use it in the same chatflow in a new branch but you cannot use it in another chatflow. You’re also not able to clone and edit a message or reply. Furthermore, when you assign a message to a team member, you cannot reuse the messages for each of the three required responses.You have to rewrite them every time. I highly recommend having multiple windows open and being ready to copy and paste.Snippets Are Global and UnorganizedA common feature in many live chat tools is the ability to quickly insert saved replies to questions you find yourself answering frequently.In HubSpot Conversations, you use “snippets” for this. Unfortunately, this isn’t the only place snippets are used.If your sales team is also using snippets, you’ll see them all when you try to use a snippet in a chat reply. As most teams have multiple users all creating snippets, it can be really difficult to find the one you’re looking for quickly (especially in a live chat when time is of the essence.) Any folders built into the snippets tool will not show up when using a snippet via the # shortcut in a conversation.We made this a bit easier by naming every snippet intended for chat use with “chat” in the beginning. This means we can type #chat and start to find the one we’re looking for a little more easily.It’s also worth noting that personalization tokens in snippets will not work in conversations.How HubSpot Conversations Compares to Other ToolsThere are many options out there for live chat and chatbot functionality on websites. Here are just a few of the most common chat tools available:Olark (free - $12 per month)Pure Chat (free - $79 per month)LiveChat ($16-149 per month)SnapEngage ($60-420 per month)Intercom ($136-custom per month)Drift (free - $1,500 per month)Of course, some are more comprehensive and robust than others.In addition to more features, the more expensive chat tools typically come with integration functionality.While a free tool, like Conversations, can be a great place to start, when it comes to 1:1 conversations with clients and prospects, you want to integrate with your contact database.Without that, you miss an opportunity to build your relationship with prospects and you may leave customers feeling like you don’t care enough about them to know who they are."What we love most about conversations is the native integration into the HubSpot ecosystem. There are many more tools that are more mature out there on the market but the price point is steep especially for a company who is already investing in HubSpot so it makes sense to use the tools that are designed to work together.” - Brian, Leimone, HubSpot Conversations user and CEO at NuShould You Use HubSpot Conversations?So, what’s the verdict? It’s been over 18 months since the tool

Does your integration strategydeliver maximum value?Here are 7 ways to optimize your efforts.You spend a lot of time and energy attracting the right eyeballs to your website, and once you fish those leads in (fingers crossed), your strategically placed CTAs send visitors down the appropriate conversion paths. Chances are there’s a lead capture form at the end of each of these trails, and that’s all great!The HubSpot Marketing and HubSpot CRM platforms give you all the tools you need to generate leads and manage your pipeline, but there’s a key piece in the middle that requires special focus – talking to your prospects. All conversions start with a conversation, and that’s where live chat fills a critical gap in your marketing and sales processes. Use these 7 tips to ensure you’re making the most out of the SnapEngage + HubSpot integration. 1. Proactive Chat: Don’t rely solely on lead capture forms to fill your pipelineLive chat is not a replacement for your lead capture forms, but rather serves as a powerful supplement to increase the flow of leads into your pipeline. Proactive chat is particularly powerful in overcoming the first hurdle of customer engagement: getting the conversation started!Proactive chat allows you to target and send rules-based invitations to your most qualified prospects with advanced triggers such as time on page, page URL, geolocation, language, JavaScript variables, and more. Advanced programming allows you to automate the entire process behind the scenes in order to maximize sales efforts, while providing a personalized experience for your website visitors.For more tips on implementing a successful proactive chat strategy,check out this helpful guide: PROACTIVE CHAT 1012. Lead Qualification: Combine the power of live chat and lead capture formsAs an alternative to proactive chat, another option is to use pre-chat forms to collect visitor information (name, email, phone number, etc) prior to the start of a chat. You can use these inputs to appropriately route chats to your team and better assist leads before they even get to your team. You can also map this information into your HubSpot contact records at the close of a chat. (See Custom Mappings section below).If you go this route, please keep this caveat in mind: As with any form, pre-chat forms can have a significant impact on visitor engagement and have the potential to serve as a barrier. We recommend testing your forms to strike the right balance between visitor engagement goals and lead qualification.3. Lead Scoring: Assign values to leads based on live chat eventsOnce you have a steady stream of visitors engaging with you through your live chat channels, you can begin to gather insights and assess the value of these leads within your funnel. HubSpot’s lead scoring feature allows you to rank prospects using a custom-defined scale that represents their perceived value to your business, based on various characteristics/metrics and actions/events associated with these prospects.Once you determine how live chat fits into your customer’s path to purchase, you can begin to assign numerical values to leads