SnapEngage

SnapEngage is an enterprise chat platform. It offers chatbots and live chat integrations to drive conversions, reduce response times, and increase customer satisfaction.

RudderStack supports SnapEngage as a destination where you can seamlessly send your event data.

Getting started

RudderStack supports sending event data to SnapEngage via the following connection modes:

In a web device mode integration, that is, using JavaScript SDK as a source, the SnapEngage native SDK is loaded from https://storage.googleapis.com/ domain. Based on your website’s content security policy, you might need to allowlist this domain to load the SnapEngage SDK successfully.

Once you have confirmed that the source platform supports sending events to SnapEngage, follow these steps:

1. From your RudderStack dashboard, add a source. Then, from the list of destinations, select SnapEngage.
2. Assign a name to the destination and click Continue.

Connection settings

To successfully configure SnapEngage as a destination, you will need to configure the following settings:

• Widget ID: Enter your SnapEngage widget ID.

For more information on obtaining your SnapEngage widget ID, refer to the FAQ section below.

• Record Live Chat Events: Enable this setting to allow RudderStack to automatically record your SnapEngage Live Chat events as track events.
• Update Event Name in track call: If Record Live Chat Events is enabled, enable this setting to update the event names in the track call.
  • Mapping to update the Event Name in track call: Use this setting to map the standard SnapEngage events with your custom event names.
• Client-side Events Filtering: This setting lets you specify which events should be blocked or allowed to flow through to SnapEngage.

For more information on this setting, refer to the Client-side Events Filtering guide.

• Use device mode to send events: As this is a web device mode-only destination, this setting is enabled by default and cannot be disabled.

Identify

You can use the identify call to set the user’s email and username in SnapEngage through their SDK.

A sample identify call is shown below:

rudderanalytics.identify(
  "1hKOmRA4GRlm", {
    email: "alex@example.com",
    name: "Alex Keener"
  }
);

Supported mappings

The following table lists the mappings between the RudderStack and SnapEngage properties:

Track

If you enable the Record Live Chat Events dashboard setting, RudderStack records the SnapEngage Live Chat events based on the user’s interactions and sends them as track events. You can then view and analyze these events using other tools (connected to the same source in RudderStack).

Supported events

RudderStack automatically records and sends the following Live Chat events:

• Live Chat Conversation Started

SnapEngage.setCallback("StartChat", function() {
  window.rudderanalytics.track(
    "Live Chat Conversation Started", {}, {
      context: {
        integration: {
          name: 'snapengage',
          version: '1.0.0'
        }
      }
    }
  );
});

• Live Chat Conversation Ended

SnapEngage.setCallback("Close", function() {
  window.rudderanalytics.track(
    "Live Chat Conversation Ended", {}, {
      context: {
        integration: {
          name: 'snapengage',
          version: '1.0.0'
        }
      }
    }
  );
});

• Live Chat Message Sent

SnapEngage.setCallback("ChatMessageSent", function() {
  window.rudderanalytics.track(
    "Live Chat Message Sent", {}, {
      context: {
        integration: {
          name: 'snapengage',
          version: '1.0.0'
        }
      }
    }
  );
});

• Live Chat Message Received

SnapEngage.setCallback("ChatMessageReceived", function(agent) {
  window.rudderanalytics.track(
    "Live Chat Message Received", {
      agentUsername: agent
    }, {
      context: {
        integration: {
          name: 'snapengage',
          version: '1.0.0'
        }
      }
    }
  );
});

• Button Clicked

SnapEngage.setCallback("InlineButtonClicked", function() {
  window.rudderanalytics.track(
    "Inline Button Clicked", {}, {
      context: {
        integration: {
          name: 'snapengage',
          version: '1.0.0'
        }
      }
    }
  );
});

Mapping events

You can also update the standard SnapEngage Live Chat events with custom event names. Enable the Update Event Name in track call dashboard setting in RudderStack and specify the required mapping:

From the mappings set in the above image, RudderStack replaces the event names "Live Chat Conversation Started" and "Live Chat Message Sent"with "User Started Chat" and "Submit" respectively.

FAQ

Where can I find the SnapEngage widget ID?

To get your SnapEngage widget ID, follow these steps:

1. Log into your SnapEngage dashboard.
2. In the sidebar, select the widget under Current Widget for which you want the widget ID.
3. Go to Settings > Get the Code. You will find the widget ID under (Advanced) Widget ID:

Questions? Contact us by email or on Slack