About 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
Key features of the SnapEngage that are enabled through these drivers include:
- Websites using SnapEngage in Australia - BuiltWith
- SnapEngage integration with SAP Business ByDesign
- Websites using SnapEngage in ANZUK - BuiltWith
- Websites using SnapEngage in Italy - BuiltWith
- How to set up SnapEngage with TOPdesk
- Snapengage Alternatives and Similar Sites Apps
- Websites using SnapEngage in Spain - BuiltWith
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!
