SnapEngage – Chat with Sellers
Contents
Objective
Sellers sometimes have difficulties using Seller Center; furthermore, Ventures can often only offer assistance to Sellers via mail or phone. Sometimes it is more helpful and faster to solve an issue through chat.
Therefore, Seller Center offers the option to use the chat application “SnapEngage”
Precondition
Before using SnapEngage in Seller Center, a SnapEngage account needs to be created.
| Step | Description | Image |
| 1 | Go to https://snapengage.com/signup/ to create an account. |
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| 2 | Fill out the form for the trial. | |
| 3 | Click “Get The Code” |
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Search for the line: se.src = ‘//storage.googleapis.com/code.snapengage.com/js/ |
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Copy the characters (letters, numbers, hash strings) following “se.src = ‘//storage.googleapis.com/code.snapengage.com/js/”
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Create a ticket within TMLSD project in JIRA requesting the feature. Include the following information:
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It is possible to use SnapEngage across multiple countries. The hash string simply needs to be applied for the selected countries.
If you’d like the same code to be applied across multiple countries, please let Seller Support know so that it can be set up. |
How to Use It
After the necessary information is shared with the Seller Center team and the feature has been configured, a chat window will be available.
| Step | Description | Image |
| 1 | For Seller Center users, the “Chat” option is displayed. |
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When clicking the “Chat” button, the user has the option to either notify an agent indirectly via email or directly via chat. If no agent is available via SnapEngage, an agent will be informed via email. |
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| 4 | The Seller Center user can ask their question in the chat window or the email window. |
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| 5 | If an agent is available, they can answer directly to the user. |
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SnapEngage Steps
| Step | Description | Image |
| 1 | On the SnapEngage page where the code was generated, there is also the option to “Log in to chat client” |
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When returning to SnapEngage on the dashboard, there is a button for “Chat Portal” Click this button for “Chat Portal” |
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Each chat request by a Seller Center user is listed separately in SnapEngage.
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Add Multiple Users to SnapEngage Account
| Step | Description | Image |
| 1 | Log in to SnapEngage. |
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| 2 | On the dashboard, click “add chat agent” |
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| 3 | Fill out the form. |
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Click “Save” Every additional user will receive an email notification to join SnapEngage. |