Home > How to Configure Guide Bot


(Last Updated On: May 13, 2020)

This article explains how to configure a Guide Bot (introduction).

Configure Your First Guide Bot

To configure your guide bot, please follow the following instructions :

  • Choose a widget where you want to set up a Guide Bot
  • Navigate to Settings – Agent settings
  • Click the Add Guide Bot button.

A new window will appear.



The right side of this screen allows you to configure your bot dialog. The left side lets you set your bot name, image and shows a preview of the bot dialog as you construct it. As you add options on the right hand side, you will see buttons appearing on the left hand side.

Internal Name

You can give your Guide Bot a unique internal name. This name will appear in various places in your administrative settings, but will not be displayed to your visitors. This name allows you to name each bot descriptively (e.g., SalesBot #1)


Alias works similarly to agent alias names – it is the name that visitors will see when they engage with the bot. You may want to give the bot a snappy name for branding purposes. Also – you may want to have all your bots use the same alias so that visitors don’t notice the transition between bots and it feels more natural to them.

Bot Image

You can provide a unique bot image for your bot. Simply upload a JPG or PNG image of your choosing. We strongly recommend using a bot image rather than a person – people will know it is a bot and typically don’t appreciate fakery.

Creating Your Dialog

Prompt / Question

On the right side of the bot configuration screen, you can edit the initial prompt or question that the bot will ask your visitor. This can be anything you like, but we recommend keeping it short and clear. For example, you might prompt, “Hi there! What can I help you find today?”

Dialog Options

Below the prompt, you will set up the “button” answers that your visitors can choose, as well as the actions the bot will take when the visitor clicks a button. You can add, edit or remove choices as needed. Each choice is structured as an IF – THEN – MESSAGE set. That is:

  • IF the user picks this answer
  • THEN take this action
  • WITH MESSAGE to display during the transition.

You can add up to 10 buttons options, but be aware of the size of the chat box and make sure they all fit in it.  Otherwise visitors will need to scroll may not see all of them. We recommend keeping things simple and only using 2-5 choices for most applications.

If you are using the Facebook Messenger channel, please be aware that buttons need to be shorter than 20 characters.

THEN action options include:

  • Transfer to widget : This will transfer the chat to the widget you choose under the Select widget option, and direct it to the team on that widget. The chat will be assigned based on your rules for that widget. Make sure that widget is configured to be able to received transferred chats from under Settings – Agent settings.
  • Route to tag : If routing by tag is enabled, you will be able to route the chat to agents in the current widget who have that tag. Bots can also have tags, allowing you to route to a specific secondary bot.
  • End the chat : This will end the chat (it can be used if an option is not available)


On the following example, we have 3 buttons.

  • I have an issue with a product I bought” – when a visitor clicks on this button, they will be transferred to a widget, the widget in question will be “SnapEngage support”. A message will show saying “Our support team will help you with that”
  • I have a question about one of your products” – when a visitor clicks on this button, they will be transferred to a widget, the widget in question will be “SnapEngage sales”. A message will show saying “Let me transfer you to a product specialist”
  • I am looking for a job in your company” – This will end the chat, with the message “Please check our careers page”


If you want any buttons to show a submenu with further buttons, what you can do is connect that button to a tag or widget that has another bot.

On the top left, under the Bot’s name, you will also be able to assign tags to this specific bot, like you would to an agent, so that other bots can assign chats to this bot, or you may also assign chat via routing by tag.

Remember to Enable the bot (1) on the left hand side to activate it!

Proactive chat

When creating a proactive trigger for proactive chat, you can also assign that chat to the Guide bot, by clicking the checkbox “Enable special assignment settings”, and selecting the Guide bot from the dropdown.


What about the Facebook integration or SMS to chat?

The Guide bot can also be integrated with those Channels, and the buttons will show there.

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Published January 20, 2020