Snaps Blog March Product Update: Web Chat Actions, Pages Report, New CSP Integrations, and More

New Web ActionsUntil this point, our reengagement engine was used primarily to determine under what conditions and at what time a user would receive a particular message. As we continue to build out our web capabilities we've heard customers ask for additional controls beyond just sending a message, so we've expanded the actions available when your reengagement conditions are met. You can now hide the chat, show the chat, open the chat, close the chat, set a property, and post an event, in addition to sending a message. Web AnalyticsEffective natural automation means providing your customers the right information at the right point in their journey. In order to do that, conversational designers need to understand where customers are engaging with chat, and what they're looking for. We're excited to introduce a new standard Pages Report, which highlights not only where customers are engaging with chat on your website, but also aggregates conversations per page, giving you the ability to dig in and understand what your customers are looking for on a page by page level.Expanded CSP IntegrationsAutomation works best when it's part of a team, supporting human agents by helping route, prioritize, and escalate user issues appropriately. In service of this, we've increased our support for two popular CSPs: Live Person and Kustomer. Please reach out to your customer success manager or account executive to learn more about how best to take advantage of these new integrations.Google Analytics IntegrationGetting a complete picture of your customer journey is crucial for creating great customer experiences, which is why we're excited to announce a deepened integration with Google Analytics. This integration enables our customers to receive an expanded list of standard web chat events within Google Analytics, including chat shown, chat opened, chat closed, handoff to agent initiated or ended, CSAT scores, and more. For more information on setting up this integration, reach out to your customer success manager or account executive.Transcript UpdatesYou'll now see additional information about on site events in user transcripts, including the full URL a customer viewed on each pageView event, and where exactly in their journey they opened or closed the chat.URL UpdatesYou can now modify URLs on a per language or market basis, instead of using an entry condition. You can also control if your URL opens in the same tab, new tab, or new window.Other UpdatesYou can filter & search for user properties on an individual user transcript.Block navigation from Reengagements and Intents. You can now navigate directly to a block from an individual reengagement or intent form.Additional block information in dropdown. The block dropdown now visually distinguishes between go-to blocks, custom code blocks, and standard blocks.When adding an intent sample that's already in use in another intent, you can know see what intent is using that sample and navigate directly to it.