SnatchBot Support

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Await Response

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

Await Response interaction is designated for the bot's transition to the answering mode via bot's creator conversation only.

To create this interaction, click 'Add new interaction/plugin' button from the bottom left of the screen and then select ‘Await Response’ interaction type. After that, specify the interaction name, e.g. ‘Assistant’s response’. Click the 'Add' button to add the item 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, then click the 'Simple Connection' button, press the ‘Connection’ section to expand it:

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

Note

You cannot add connections to quick replies in the Await Response interaction.

As soon as the bot reaches the ‘Await Response’ interaction, it stops responding to the user and a dialog with this user will be created in the Inbox section allowing you to contact him directly. Next to the inbox tab, you can see the number of conversations awaiting your response. Also, unanswered conversations are marked with a green dot. You will get a sound notification, as well. The dot will disappear once the users session is expired.

Tip

The user can return to talking with the chatbot by restarting the bot. You should let the user know this in the final interaction message.
Also, the bot will start responding to the user again after the bot administrator leaves the Conversations section and the standard timeout (set in Configure) expires.
In addition, you can make the user quit Await Response using Global Connections.

Inbox

As soon as the user goes to an "await response" interaction, you will be notified about this. Next to the inbox tab, you can see the number of conversations awaiting your response. Also, unanswered conversations are marked with a green dot:

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 menu.

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.

Some restrictions

You cannot attach cards and QR’s to the message when using the mobile version of the page;
The possibility to add and send cards is not available for Twilio, except for images and gallery cards. Note that the Twilio channel does not support any media files and recipients can get only the text. Thus, all images will appear as URL links.

Chat

There following data is available in the header of the section:

  • Channel icon
  • Recipient id number
  • Recipient name (for the Facebook, Telegram, Skype)
  • Recipient email for the Email channel.
  • Recipient info tooltip (Webchat only):
  • The ‘copy to clipboard’ button
  • The time and date of creation of the conversation / The time since the last update
  • Highlight extracted data checkbox, attributes and response text should be highlighted too.
  • Bot icon, bot name, bot id number
  • Notification icon - enable/disable sound notifications about incoming messages

Each message contains the following:

  • Bot logo/user logo
  • Text of the message
  • Time and date the message was sent

Saved Replies

A bot owner can save the content of the bot’s messages as a template, in order to use it later and provide quick answers to user questions. A template can contain text and cards.
When you select a template, its data automatically loads into the input field and into cards (if there are any).
To create a template enter a sentence in the input field and add cards (optional). Then press the Saved Replies button, the following pop-up will open:

Create Saved Reply: save the message as a template. The button becomes active once you have entered a text in the input field.
To use the template press the Saved Replies button again, find the template and press the upload button (down arrow). The template data will be entered into the chat bar. If necessary, you can make some changes before sending the message.

More information on Using cards and pre-prepared responses you can find here

Updated 27 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).

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Await Response


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

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