SnatchBot Support

Welcome to SnatchBot Support. You'll find comprehensive guides and documentation to help you start working with SnatchBot as quickly as possible, as well as support if you get stuck. Let's jump right in!

Please note that the community forum is not a helpdesk.
ProPlan users, remember you can raise a ticket from your dashboard.

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Advanced Analytics

This section is designed to view and parse different statistics about users, channels, and bots. The data is available only for PRO-bots.

How do we collect and store your statistics?
We start collecting statistics from the moment you have subscribed your bot to PRO-Plan. Once your bot loses PRO-status we continue to collect and store data for one month. If you don’t renew PRO-status of your bot, all older data will be erased from Advanced Stats.

All the data in Advanced Analytics is stored for two years.

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The system continuously collects data from all bots, but the data is available only for those users who have bots with PRO-Plans

Non-PRO version

Advanced Analytics is available if you have at least one PRO-bot in your account.

Advanced Analytics are unavailable in the following cases:

  • If you have no PRO-chatbots (initially)
  • When the last PRO-chatbot has been deleted
  • When the last PRO-chatbot runs out of available messages and there are no funds to upgrade a chatbot
  • When the paid period of the last active PRO-subscription is over and there are no funds to upgrade a chatbot
  • When you have canceled subscription of the last PRO-bot and the subscription is over

PRO version

On this page you will find different charts and tables, which contain various data about your and shared bots, such as the average user's lifetime or the total amount of messages sent and received from a bot.
All the data are displayed for the last 7 days. To update the data, refresh the page.

Advanced Analytics consists of 6 sections:

  1. Geolocation (WebChat)
  2. Exit interactions
  3. Average users lifetime (Average lifetime of bots)
  4. Extracted data
  5. Popular interactions
  6. Bot activity

Click the "Detailed report" button to access enhanced data within each section.

Detailed report pages

You can save reports from each section as an XLSX file. There is a ‘Download XLSX’ button at the bottom of each section. Press the button and the system will send you an email message that contains a link to the XLSX file. The message is sent to the address specified in the Profile section.

Switching between sections
You can switch between sections using the drop-down options in the header of the page:

Filters
Each section has a filter panel at the top of the page. You can filter statistics by Bot and by Period:

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There are only PRO-bots in the ‘PRO-bot’ filter. Once a bot loses PRO-status, the bot will be removed from the filter.

1. Audience (Webchat channel)

Here you can see the geolocation data about those users who have had conversations with your bots in the Webchat channel. Two chart types are available: Pie chart and Bar chart:

Below are 3 tables:

Country information. The table contains the following data:

  • Country
  • Number of messages from users - the total number of messages from all users from one country
  • Percentage - displays how many users (in percentages) from a particular country had conversations with your bots.

Device Summary

  • Platform Name
  • Number of messages from platform
  • Percentage

Operation Systems

  • OS
  • Number of messages from operation system
  • Percentage

2. Exit interactions

Here you can see which interactions are most often the last in conversations with your bots. The chart displays the number of users who finished a chat on one particular interaction for the selected period of time.

What is the Exit interaction?
The Exit interaction is the last interaction that a user has replied to. For example, let’s take a look at the following conversation:

  • Bot message 1 (interaction 1)
  • User message 1
  • Bot message 2 (interaction 2)

If the conversation has ended on the Bot message 2, then the Exit interaction will be the interaction 1, because a user has replied to that interaction.

The chart is updated after one hour since the end of the session.

The list of users
Below is the list of users who had conversations with the selected bots for the selected period of time:

Each record contains the following:

  • Interaction name and ID (+ plugin name if an interaction belongs to a plugin)
  • Number of users left from this interaction
  • % of total recipients
  • Await Response - displays whether it is Await Response interaction or not.

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All the deleted interactions are marked as ‘Removed’, but included in the statistics.

3. Average lifetime of bots

The diagram is based on the sessions that started and ended within the selected period. There is the average amount of time spent by users, per each channel.

If you select All Bots in the PRO-Bot dropdown, then you will see a chart which displays the average session duration of your PRO-bots for each channel:

If you select a bot in the PRO Bot drop-down, then you will see the chart for the selected bot:

Table with activity data.
Below is enhanced data about user activity for each bot:

  • Bot (is displayed if you have selected All Bots)
  • Channel
  • Min session time
  • Max session time
  • AVG session time - the average time spent by a user in a conversation per one session (the difference in time between the first and last messages per one session). A session ends after 1hr of inactivity in a conversation between a user and the bot.
  • Number of recipients

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The session expire time does not affect any data in Advanced Analytics.

4. Extracted data

In this chart, you can see the number of samples extracted per each type of data (Email, Url, Phone, Date, Number, Address, Duration, Extracted data (Prior responses), Variables, Attributes).

The table with all the extracted samples

In the table below you can see the number of samples extracted from a particular interaction of a particular bot. Samples are grouped by extraction types.

You have an option to group all the samples by bots.

Each record contains the following:

  • Bot name
  • Interaction name
  • Type - the type of extracted sample
  • Number - the number of extractions of each particular sample

You can download each particular group of samples as a JSON or XLSX file.

5. Popular interactions

In this chart you can see the most popular interactions in your bot.

An interaction is considered to have been triggered once the user has replied to the interaction.

Table with triggered interactions.

Below is the list of triggered interactions. Each record contains the following:

  • Interaction name and ID
  • Number of being triggered at chats

6. Bot activity

If you have selected All Bots in the PRO Bot dropdown, then you will see these charts:
Messages - displays the number of messages sent and received for each bot over a selected period of time.
Active Users - represents the number of active users for each bot over a selected period of time.

If you have selected a bot in the PRO-Bot dropdown, then you will see the Bot activity chart and the Activity data table.

The Bot activity chart represents the number of messages sent and received as well as the number of active users for the selected period.

Activity data table
Here is enhanced data about user activity for the selected bot:

  • Date - the date when a conversation occurred
  • Channel
  • Active Users - the total number of active users. Active users are users who have sent at least one message to the bot within the selected period.
  • Messages from users
  • Messages from bot
  • Total messages
  • Average session - the average time spent by a user in a conversation per one session (the time difference between the first and last messages). Session ends after 1hr of inactivity in a conversation between user and bot.
  • Broadcast Messages Sent - the number of recipients who received a broadcast.

Group by Channel - groups the data in the table by channels.

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The session expire time does not affect any data in Advanced Analytics.

Watch the Video tutorial "SnatchBot’s Advanced Stats for your Chatbot"

Updated about a month ago


Next Steps

Check the Reports section to find records about every single message sent and received in your account.

Reports

Advanced Analytics


This section is designed to view and parse different statistics about users, channels, and bots. The data is available only for PRO-bots.

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