SnatchBot Support

Welcome to the 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!

The community forum is not a helpdesk
Let’s put this in the front - the vast majority of people here do not work for SnatchBot.

Get Started    SNATCHBOT API

Await Response

This interaction enables you to transfer the conversation from a bot to a live agent.

Upon reaching this interaction, the chatbot stops responding to the user allowing the human counterpart to start the conversation.

Click the 'Add new interaction/plugin' button and select the ‘Await Response’ interaction. After that, specify the interaction name, e.g. ‘Assistant’s response’. Click the 'Add' button to add the interaction to the bot’s structure:

After that, you should specify the Bot’s message (this field is required):

Let us see the example of the ‘Await Response’ interaction usage. First, we need to add this interaction to, for example, the ‘Bot Statement’ interaction’s connection. To do this, create a new ‘Bot Statement’ interaction, open the Connections tab and click the 'Add Connection' button:

After that, you should specify the conditions following which your bot will invoke the ‘Await Response’ interaction:

🚧

Await Response interaction restrictions:

Conditional connections, Fallback connection and Webhooks attributes are not available for the Await Response interaction.

👍

Await response Timeout feature:

If a live agent does not respond within X second(s), then the user is redirected to another interaction.

As soon as the user reaches the ‘Await Response’ interaction, the bot stops responding to the user and you will get 5 notifications:

  • Email notification
  • Browser push-notification
  • Sound notification in the SnatchBot interface
  • Notification-counter next to the Inbox button. The counter displays the number of conversations awaiting your response.
  • Unanswered conversations are marked with a green dot in the Inbox section.

Go to the Inbox section where you can contact the user directly:

👍

Tips

There are three ways the user can quit the AR interaction and return to talking with the chatbot:

  • By restarting the bot. You should let the user know this in the AR interaction message.
  • By waiting until the session standard timeout expires (set in Bot Configure).
  • By using Global Connections.

Inbox

Tick the 'Live chat' checkbox to filter conversations that are currently in Await Response mode. You will see only those conversations that belong to the bot, selected in the dropdown above:

From the chatbar below, you can compose a message and send it to a user. You can add any type of card or add a quick reply.

Await response and Hootsuite

The Hootsuite integration is available only for Pro bots.
If Hootsuite is connected, then:

Facebook Inbox: Hootsuite on - agents from Hootsuite will be able to use a trigger phrase to restart a bot and stop conversations with users who reached the AR interaction.
Facebook Inbox: Hootsuite off - agents from Hootsuite won’t be able to use a trigger phrase.

Learn more about HootSuite.

Await Response -> Configure tab

Watch this video tutorial "Await response interaction"

Updated 21 days ago


Next Steps

Identifies the language of the user’s messages and translates them into another language. (This Interaction uses the Microsoft API translation).

Translate

Await Response


This interaction enables you to transfer the conversation from a bot to a live agent.

Suggested Edits are limited on API Reference Pages

You can only suggest edits to Markdown body content, but not to the API spec.