SnapEngage Destination


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SnapEngage is an enterprise chat software for businesses. It allows you to capture more leads, drive conversions, reduce response times, and increase customer satisfaction. Our SnapEngage destination code is open source - you can check it out here.

This document was last updated on October 22, 2018. If you notice any gaps, outdated information or simply want to leave some feedback to help us improve our documentation, let us know!

Getting Started

Before you start, make sure SnapEngage supports the source type and connection mode you’ve chosen to implement. You can learn more about connection modes here.

Web Mobile Server
📱 Device-mode
☁️ Cloud-mode
  1. From the Segment web app, click Catalog.

  2. Search for “SnapEngage” in the Catalog, select it, and choose which of your sources to connect the destination to. - keep in mind that our “SnapEngage” destination is only compatible with our client-side analytics.js library.

  3. Add your SnapEngage Widget ID to your destination settings in Segment. You can find the Widget ID in your SnapEngage Javascript snippet. It will look something like this: 0c739ebb-2016-44a0-b1da-a5b5eb272474. Alternatively, the Widget ID can also be found under the Advanced Widget ID section of the Get the Code tab in the Admin Dashboard when logged in to SnapEngage.

Once you enable the destination from the Segment web app, your changes appear in the Segment CDN in about 45 minutes, and then Analytics.js starts asynchronously loading SnapEngage’s javascript onto your page.

Remember to remove SnapEngages’s snippet from your page.

Identify

If you’re not familiar with the Segment Specs, take a look to understand what the Identify method does. An example call would look like:

analytics.identify('ze8rt1u89', {
  name: 'Zaphod Kim',
  gender: 'Male',
  email: 'jane.kim@example.com',
});

When sending an Identify call to SnapEngage be sure to include an email field in the traits object as outlined above. Otherwise the call will be rejected and you will be unable to set the user’s email.

Track

If you’re not familiar with the Segment Specs, take a look to understand what the Track method does.

Record Live Chat Events

With SnapEngage we only support “Live Chat” track events. When “Record Live Chat Events” in your destination settings is enabled, we will automatically collect the following events on your behalf:

  • Live Chat Conversation Started
  • Live Chat Conversation Ended
  • Live Chat Message Sent
  • Live Chat Message Received

These events will then flow out to your other tools, so you can do things like analyze if users who chat spend more money over time.

We will not send any other track events.

To learn more about the live chat events you can capture with this destination, head on over to our Live Chat spec docs.

Settings

Segment lets you change these destination settings from the Segment app without having to touch any code.

Record live chat events.

Automatically send Live Chat message events, conversation starts and ends to other tools you have enabled.

Widget ID

You can find your Widget ID in your SnapEngage Javascript snippet. It will look something like this: 0c739ebb-2016-44a0-b1da-a5b5eb272474. It can also be found under the Advanced Widget ID section of the Get the Code tab in the Admin Dashboard when logged in to SnapEngage.

This page was last modified: 20 Oct 2020

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