What are Chatbots?

What Are Chatbots


Chatbots, or “conversational agents” are software applications that mimic written or spoken human speech for the purpose of simulating and interaction with a real person. Chatbots are most commonly used in the customer service space and are becoming more common partly due to the fact that they can provide round the clock accessibility and highly sophisticated human-like conversations.

Chatbots are becoming smarter and easier to install and use. We explored different kinds of chatbots to see what problems chatbots can solve and who should use them.

“Chatbots can reduce customer service costs by up to 30%.”

Types of chatbots

1. Problem-solving chatbots allow human chat agents to spend more time on difficult problems as opposed to handling inquiries that often can be answered by referencing guides on the website (FAQ). These chatbots provide:

  • automated answers
  • instant resolutions to clients
  • 24/7 support to eliminate wait times and boost customer satisfaction

2. Chatbots that start a personalized conversation to understand the visitor’s intention and guide them to the best human resource for further assistance, like the Guide Bot. Chatbots can further:

  • provide clients with triaged options
  • connect visitors with the correct human resource 
  • support specific job functions, like help book more meetings or boost lead generation


3. 100% customizable chatbots, like the Chatbot API, allows teams to scale chat conversations without inflating a human team, keeping conversations personalized and meaningful. This “bring your own bot” approach can:

  • automated answers
  • instant resolutions to clients
  • 24/7 support to eliminate wait times and boost customer satisfaction

4. Chatbots to build trust with site visitors by asking for only the information needed to fill an inquiry. They work to:

Choosing the right chatbot

While chatbots are all the rage, research needs to be done to accurately choose the best chatbot for your team. Critically assess what your team needs and what technological resources you have. Don’t be afraid to ask the hard questions!

  1. Do your clients tend to ask easily answered questions or require more in-depth assistance?
  2. How important is the voice and tone of the chatbot?
  3. What resources are you prepared to put towards a chatbot solution?

Keep your site visitors and clients in mind throughout the vetting process so you can continue to deliver the best experience possible.

Growing with chatbots

Treat chatbots as a member of your team that needs continuous training to ensure continuous improvement. Research solutions fully and test when possible. Understand what your team needs from an internal standpoint so you can ask the right questions to chatbot providers.

We recommend keeping stats on both your chat agents and chatbots so you can compare customer satisfaction scores and see what clients are really asking your chatbot. Continue to refine your chatbot process. Chatbots are flexible and designed to fit different needs, use this to your advantage.

Chatbots + humans

Chatbots cannot be expected to perform the same duties as a real human. It is widely recommended that chatbots be used in conjecture with a human chat team. Doing this will allow your human team to focus on the important issues and increase your website conversion rate. Together, chatbots and humans can:

  • Serve more clients than ever before
  • Have more precise and meaningful conversations
  • Focus on the important issues
  • Drive conversion rates
  • Improve customer satisfaction

Keep learning

Ask questions and be curious. Companies using chatbots effectively enjoy elevated customer service and automated business processes. What is right for your team today may not suit your business needs in the future. Continue to refine and rethink chatbots in the marketplace to make informed decisions. Ready to begin?

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Release notes August 24: Salesforce Community Knowledge Integration, Answer Bot Analytics, Hub Variable to update agent links with the visitors email.

Here is the update with what the team has been working on in the last weeks:

New Answer Bot Features:

• We have added an integration with Salesforce Community Knowledge with our Knowledge Base and Answer Bot options. This can now be enabled under the Integrations -> Knowledge Base tab additionally to Salesforce Solutions and the classic Knowledge options.

• We have added a preliminary Analytics tab for the Answer Bot:

We are currently working on enhancing this report with additional options to view and drill down into a list of search terms that were entered by your visitors. Stay tuned for these updates.

• The multi-step Guide Bot and Answer Bot options are now officially released and no longer considered ‘Beta’. Details on the new and improved functionalities can be found in this FAQ article.


• We added a new option to update the agent links in Hub when a visitor entered their email address during the chat with a {hubVar:email} variable. You can read more on how to use this feature here.

• The Info Capture Bot now has an Alias option to display to the visitors, similar to the other bot options.

• Improved the UI of the multi-step Guide Bot to not show the input area to the visitor in between steps

• Improved the UI of the visitor chat box to always show a semi-transparent scroll bar.

Resolved Issues:

• Fixed an issue where some messages were not logged consistently in the chat transcript

• Fixed an issue where agents responses were not visible in the visitor’s side after they attempted to upload a file of an unsupported type.

• Fixed an issue where agent links in Hub were not updating when toggling between chats.

• Fixed an issue where a chat coming from the Guide Bot was not set to offline when no agents were available

• Fixed an issue where an agent who was also the account owner could not transfer chats

• Fixed an issue where SnapEngage cookies showed a Chrome warning about a cross-site resource with SameSite attribute

• Fixed an issue with minified SnapEngage code where the AMD resolver failed in certain configurations.

• Fixed an issue where a close button appeared in the chat after interacting with a Bot.

• Fixed an issue where a SMS case sent even though “do not send chat transcript to destination” option was Selected.

Release Notes July 9: Multi-Step Guide Bot & Other Bot Updates, Auto-Reassignment on Chat Transfers

Hello SnapEngagers,

our team has been working hard on updating our bot offering with some new and improved functionality. Please see this help article for more details, such as:

the new multi-step Guide Bot:

  1. Guide Bot users can chain together up to 100 logical steps to generate more visitor engagement with contextually appropriate messaging and guide customers to the right solution instantly.
  2. Create complex dialog trees and deliver highly-personalized capabilities (i.e. dynamically inject content into bot messages with JavaScript variables).
  3. You can also use Guide Bot’s multi-step dialog to label incoming conversations. This reduces manual agent work and allows users to trigger automated workflows in integrated CRM or Help Desk systems.
  4. Enterprise users can even use Guide Bot to dynamically route chats to the most appropriate agents who specialize in specific skills using Agent Tags.
  5. It’s also possible to use Guide Bot to route incoming chats to additional bots for advanced customization and flexibility.

Other Bot Updates

  1. The new Guide Bot –
    1. now features a ‘Live Preview’ option to test the flow of the bot steps,
    2. includes a configurable offline message option similar to the Answer Bot,
    3. will not take up a chat agent seat anymore but a separate bot seat which can be added in your subscription page.
    4. The pre-chat prompt which can be configured in the Design Studio tab also includes the Guide Bot avatar and alias similar to the Proactive Chat functionality.
  2. The Chat Agents tab will show the enabled/disabled state of the configured bots in the overview.
  3. Adding bots now does not automatically add a Priority Tier anymore.
  4. The “Approval Bot” functionality was renamed to Approval Checker and removed from the Chat Agents tab bot overview. The functionality remains the same.

Other Updates

  1. Chat Routing: Transferred chats which are broadcasted to another widget, broadcasted from the bot or an agent to the same widget will now also trigger the auto-responder functionality if no agent responded in the predefined time frame.
  2. We have updated the automated ‘thank you for your message’ email to be sent from [email protected] to comply with DMARC regulations.
  3. Fixed an issue with the visitor JavaScript code snippet not being properly minimized to improve loading speeds.
  4. Fixed an issue where the post-chat survey was not showing for API based bots.
  5. Fixed an issue where not-responded chats were not showing in the Analytics Wait Time report.
  6. Fixed an issue where CSV exports for sub-admins were not taking the correct comma or semicolon setting into account.