Snap Engage

Snap Engage is a simple plug-and-play live chat you can embed on any website. For users, it integrates directly with your IM program of choice (Gtalk, Skype), meaning you can chat with customers from just about anywhere.

Using this app will auto-deliver chat transcripts to your mailbox and assign the status of your choosing. Help Scout will denote the conversation as a chat for future reference so they are easy to spot. In addition, Help Scout moves the customer information, such as IP address, location and browser/OS, into a separate note. Check out the snapshot below of how it will appear in Help Scout:

Activation instructions

1

Log in to Snap Engage, click on Settings from the left-hand sidebar, and then Integrations from the toolbar on the page. You'll see a fancy Help Scout logo; click on it! You'll be prompted for a Company ID. If you head over here, you'll see your Company Id listed there. 

2

While still on the same page, scroll down to the Configure Integration section. Under the Chat Transcript sub-section, make sure the middle option is selected. Under the email copy section, make sure that both options are unchecked. If those options are checked, you'll receive duplicate transcript emails, and that's no good. Click on the green Save button located in the bottom right corner of the Integrations section. 

3

Head back to the Snap Engage installation page in Help Scout. Select which mailbox you'd like to send transcripts to, and select a default status for those conversations. Click the blue Save button when you're done!