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

Support center

If you need any assistance please visit our Support Center section.

If chatbot owners do not have at least one Pro Plan chatbot, then they will only have access to the Documentation portal and Forum for support

A button here allows a quick upgrade to a Pro Plan

Users with Pro Plan bot(s) have access to the Documentation portal, Forum and premium support as well. Once the limit of monthly messages is reached, however, you will no longer have access to premium support.

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Bot administrators do not have access to the support center when using the Collaboration feature.

The Support Center for Pro Plan owners looks similar to the Inbox section. Here you can create and view tickets. The section consists of two parts: the list of tickets and a chat window:

List of tickets

In this section you can review, create and close tickets. You can search them by ticket ID number and by the text in the message. You can switch between open and closed tickets

Each cell in the list contains the following data about a ticket:

  • Bot icon
  • Bot name
  • Ticket id number
  • Ticket subject
  • Time and date of creation
  • The number of unread messages
  • Close ticket button (for opened tickets)

Create a ticket

To submit a question press “Create a Ticket”:

The window contains the following fields and buttons:

  • Your name - this field is disabled. Your name is automatically populated from your profile page.
  • Your email - the field is disabled. Your email address is automatically taken from your profile page.
  • Category (General, Support, API / Webhook Integrations, Account & Billing Issues, Bug Report, Feature Request, Business Inquiry, SnatchBot Store, Other).
  • Bot. Only Pro Bots bots are available here. Non-PRO bots have an Upgrade to PRO button that leads to the Configure -> Pro Plan.
  • Subject (at least 6 characters)
  • Message (at least 6 characters):
    Add screenshot - attach a file to the ticket (jpeg, png).
    Create - create a ticket.

All the tickets are reviewed and answered by SnatchBot staff. Once an administrator replies you will see a notification next to the Support Center button.

Chat window

At the header of the section are the following:

  • Ticket subject

  • Time and date of ticket creation

  • Bot name, icon, id number

  • Documentation button: this redirects to the documentation page (https://support.snatchbot.me/docs)

    Each message in the chat contains:

  • Text of the message and attachments

  • Bot owner/admin logo

  • Bot owner name

  • Time and date the message was sent

Below these you can compose a message and send it to an administrator. You can attach a file in jpg, jpeg, png, gif format. There is an attachments counter:

Once an administrator has replied to your ticket you get a notification next to the Support Center button:

You also get notifications next to the Notifications button in the following cases:
If an administrator has replied to your ticket, but you did not open the ticket within 10 minutes, then you will get a notification next to the Notifications button and you also get notified by email.
When your ticket has been opened by admin
When your ticket has been closed by admin
When your ticket has been deleted by admin

Watch this video tutorial ''Support Center'

Updated 13 days ago


Support center


If you need any assistance please visit our Support Center section.

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