FAQ

What is a domain name?

Domain is the name of the website on which you want to use the WebEngage widget.

Can I add multiple domains?

Yes. For each domain that you create, you get an account to manage your data, admins and billing. The billing happens individually for each domain (account). You can choose different pricing plans for each domain.

Can I add a URL instead of a domain name?

Widget validity works at domain level. If you add a URL instead of a domain name, we consider just the domain part of the URL.

Does WebEngage work on intranet?

Yes. Please look at Q#6 for feedback's auto screenshot feature.

Why is the snapshot not as per the webpage?

We post the markup of the page to our server to generate its screenshot. If some of the resources (like CSS, images, etc.) on the page are being served from a protected server (no access from outside), then the generated image doesn't include them. This generally happens when you test the widget on a local or a test environment which loads other resources (css, images) from the same local/test environment that can't be accessed from the internet (our snapshot server).

I can't see my language in the list. Can I translate it for you?

Sure. Please contact us and we'll send you a small set of phrases to be translated. We'll love you for this.

How can I test this widget locally?

Create a domain for your testing/staging environment. You can create a widget with domain name like 127.0.0.1, 192.168.1.6, localhost, dev.mystore.com

Does it work on https pages?

SSL support is provided in all our paid plans. Please check pricing for more details.

Does WebEngage integrate with Google Analytics?

Currently, Google Analytics integration is not provided out of the box solution. However, in our Javascript API, we have exposed API methods that will allow you to push custom events into your GA for tracking.

Does it work on mobile?

Yes, all the three products work on high-end mobile phones having modern browsers with exception of browsers like OperaMini as the Opera Mini client only supports a limited subset of JavaScript. For WebEngage Feedback you will find settings in your dashboard to render mobile responsive feedback form. For WebEngage notification we currently have two mobile specific layouts viz. Mobile Sticky Header and Mobile Sticky Footer. For WebEngage survey Off-site Classic layout is mobile responsive and we are soon launching Mobile Modal layout.

Is there a hosted solution?

No.

Is my data secured?

Yes. We are hosted in the Amazon cloud. No one else other than the administrators of an account can access the data.

Can I switch plans?

Anytime! You can upgrade/downgrade anytime.

Can I cancel my subscription later?

Yes. Amount for the remaining full months will be refunded back.

How do I make payments?

You can pay by credit card or via your PayPal account. Our online payment gateway partner 2checkout.com supports both these modes. In Assisted plan, we provide invoice based billing.

What if my credit card doesn't have enough balance?

Our online payment gateway partner informs us about any issue it faces with auto debiting your account. In such cases, we intimate you via email and put your account in 30 days credit period to keep WebEngage functional on your site.

Do you provide invoice based billing?

Yes. Only for customers who have opted our Enterprise plan.

I represent a web agency and I love WebEngage. Is there anyway we can work together?

Currently, we don't have an affiliate program ready. However, if you have clients, feel free to get in touch with us. We already have selected design/marketing agencies as our partners.

Can I change my recurring billing date ?

No. Your account gets debited automatically on the same date every month/year/2 years according to the billing cycle you choose.

Is there a possibility to get a discount?

We offer 10% discount on annual billing (1 year commitment) and 20% off on biennial billing (2 year contract).

Do you have referral/affiliate program?

Coming soon. If you are interested, contact us .

Will I get all the features in the trial period?

Yes. You will get all the features according to the plan you choose.

What happens to my data after trial period gets over?

Your data remains intact in your account. If you choose to stop using the tool, you can download all the feedback threads and survey responses.

Are there suggested templates?

Yes, very soon we are releasing Survey Gallery. This will guide you to use ready-made questionnaires which has helped others in gaining customer insights, generating leads, instant product feedback and many more such cases.

Can I conduct the survey through email, that I created for my website?

WebEngage surveys can be conducted via two channels. One is via website widget that allows you to ask specific question in real time to targeted visitors on your website. Second is via dedicated URL. In all our paid plans, for each survey you create, you get a dedicated URL. This URL can be embedded in the emails, tweets, blog posts etc. This way, you can create one survey and collect responses via different channels. All responses are collated across channels.

Can I link customer ID in my company's database with individual survey response?

Sure you can. We want you to make most of the responses collected. That's why we take anything you pass us and tie it with the user's response. In the reporting module, you get to see all the data (in this customer-id) along with other details of the user who submitted the response.

Can my sales team be notified of each lead instantly?

Yes. Whenever a response is submitted for a survey, all the selected managers for that survey are notified. You can even configure the frequency of receiving the email.

Can a survey be shown to only our gold customers?

We provide cookie based targeting for such use cases. You need to follow just 2 steps to achieve this. Your application can set a cookie on your own domain for a user who is your gold customer, and in the "Targeting Rules" section, you can specify the same cookie for the survey to appear.

Can I make the survey appear once the user scrolls down the entire page?

Possible. We have JavaScript API, which you can use to control the rendering of a survey. So you need to write logic to find out if a user has scrolled enough to call webengage survey API method to invoke it.

Can a survey be popped to a user when one closes the window?

Yes. WebEngage provides leave intent based targeting that allows you to target visitors who are about to leave your website, when the user's mouse cursor is approaching the browser's close button or moving to a different tab in the browser window.

Do you have an in-built incentive system for user to take survey?

No. However, you can make use of our customized "thank-you" message to offer a discount code, invite code etc.

What happens when my responses reach the max limit ?

Our system automatically sends reminder emails as the limit is about to reach. Once the limit is crossed, system stops displaying surveys for that billing cycle. Your usage limit resets once the next billing cycle starts

Why is the configured survey not showing to me?

This could be due to multiple reasons. Let us step through one by one :

  1. Make sure that survey is active. If not, activate it.
  2. Check if there is any start date or end date specified. If expired or future dated, survey won't appear. Please change accordingly and test.
  3. Has the survey reached maximum number of responses it can collect? if so, please upgrade your account. (We love this)
  4. Have you seen the survey at least once? If so, did you take it or close it? A survey once taken or closed doesn't appear to the same user. Please test it in a different browser.
  5. If the survey is targeted based on page URL and with either "equals to" or "starts with" operator, make sure to specify complete URL starting with "http://" or "https://" .
  6. Is there any condition specified in targeting rules? If so, try removing one by one and see the one which is causing it not to appear. If this worked, just double-check with the instructions specified for each targeting parameter.
  7. Nothing works, get in touch with us. (Ah!)

I had closed the survey why is it appearing again?

When a survey is closed, system doesn't show the same survey again until the browser is re-opened. However, if the survey is taken, system doesn't show it ever in the same browser.

Can I change the color and styling according to my website?

You would love us even more for this feature. We offer an entire CSS editor for your designer to change look and feel of survey.

Why is survey window not aligned properly in IE?

You need to check the doctype present on your page. Try changing it to -

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

In case of multiple surveys applicable on a page, which survey is displayed?

At a time, on a page, only a single survey is displayed. In case of a clash among surveys on a given page, system applies a deterministic logic of prioritizing. The survey with more rules applied, appears first. In case of a further clash, time wait parameter is considered. The survey with lesser time wait, appears first. In case of a further clash, the latest created one wins. Please note that we are introducing manual prioritization soon.

For logged-in user on my website, I want to pre-populate name and email fields in the feedback form, is it possible?

Yes! You need to use our Javascript API and pass it name and email to pre-populate the fields.

Can I create different feedback forms for different sections of my website?

To keep a single feedback inbox, for each account, we support only one feedback form per account. However, this can be achieved using combination of following features :

  • Feedback categories
  • Custom fields
  • JavaScript API

Tie the different sections of your website with Feedback categories. Lets say your website has following sections: Marketing, End-User and Customer Support. You define following feedback categories for all your sections of the website : "Sales & Pricing", "Suggestion", "Like", "Question", "Report an issue". When defining categories, you can add custom questions (custom fields) for each specific categories. Once done, you have completely different feedback forms configured for each category. Last step is to bind sections of your website with these feedback categories. Using Javascript API, you can pass "default" feedback category using which feedback form should be open. To make "Sales & Pricing" feedback form appear on marketing section of your website, change integration code on those pages using below snippet. This would open the feedback form with name, email, feedback details and custom fields tied to "Sales & Pricing" category.

_weq['webengage.feedback.formData'] = [
    {
        'name' : 'category',
        'value' : 'Sales & Pricing',
        'mode' : 'hidden'
    }
];
// Showing only two categories in the category drop-down instead of all 5
_weq['webengage.feedback.formData'] = [
    {
        'name' : 'category',
        'value' : 'Sales & Pricing',
        'options' : ['Sales & Pricing', 'Report an issue']
    }
];

Can a feedback be routed to right admins based on its category?

By default, all feedback emails are sent to all the administrators with "Feedback Management" access. Using smart feedback routing, you can apply routing rules to forward feedback tickets to the right administrator(s). These rules can be based on feedback categories, custom fields present in the form or based on your own business/custom data submitted along with the feedback.

Can I reply to a feedback via email?

Sure.

Can the feedback data be pushed to our company's CRM system?

We are releasing our REST API soon. Post that you should be able to pull the data.

I don't want feedback tab to appear in IE. Can I hide it through some settings?

You can make use of our Javascript API to control the rendering of the feedback tab.

Why do I receive an access denied email from WebEngage whenever I reply back to a feedback via email?

You seem to have received the feedback email via a mailing list account. If that is so, please ask your account administrator to add your email id as an admin with "Feedback Management" access.

Can I open the same feedback form on click of a button ?

Use our Javascript API to control the rendering of the feedback tab.

Why is feedback tab not aligned properly in IE?

You need to check the doctype present on your page. Try changing it to -

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

The feedback form is getting hidden behind a flash component on my site. How do I bring it back to front?

This is known bug related to Flash that prevents HTML elements from appearing on top of Flash content. The solution is to add the wmode=opaque parameter to the <embed> tag for your Flash content.

Can I embed an image in the notification?

Yes. We provide a rich text editor for notification details. You can embed images, videos etc.

Can I create a notification without any link or button?

Yes. You can make your own links using the rich text editor provided for notification description. We provide you stats on all the links, if embedded in the notification details.

What happens when my click throughs reach the max limit ?

Our system automatically sends reminder emails as the limit is about to reach. Once the limit is crossed, system stops displaying notification(s) for that billing cycle. Your usage limit is reset once the next billing cycle starts.

Can I A/B test notification messages?

Coming soon.

Can I change the color and styling according to my website?

Yes. In all the paid plans, we provide theme editor. You can create your own themes.

Why is notification pop-up not aligned properly in IE?

You need to check the doctype present on your page. Try changing it to -

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

Why is the configured notification not appearing?

This could be due to multiple reasons. Let us step through one by one:

  • Make sure that notification is active. If not, activate it.
  • Check if there is any start date or end date specified. If expired or future dated, survey won't appear. Please change accordingly and test.
  • Has the notification reached maximum number of clicks it can get? if so, please upgrade your account. (We love this)
  • Have you seen the notification at least once? If so, did you click it or closed it? A notification once taken or closed doesn't appear the same user. Please test it in a different browser.
  • If the notification is targeted based on page URL and with either "equals to" or "starts with" operator, make sure to specify complete URL starting with "http://" or "https://" .
  • Is there any other condition specified in targeting rules? If so, try removing one by one and see the one which is causing it not to appear. If this worked, just double-check with the instructions specified for each targeting parameter.
  • Nothing works, get in touch with us. (Ah!)

In case of multiple notifications applicable on a page, which notification is displayed?

At a time, on a page, only a single notification is displayed. In case of a clash among notifications on a given page, system applies a deterministic logic of prioritizing. The notification with more rules applied, appears first. In case of a further clash, time wait parameter is considered. The notification with lesser time wait, appears first. In case of a further clash, the latest created one wins. Please note that we are introducing manual prioritization soon.