There are some situations where you want to stop the Messenger Bot for a specific subscriber or to a particular point of conversation. You might want to pause a bot and take control of the chat because of several reasons. Sometimes you want to perform a high-priority task that a human can only handle. Some conversations require a personal touch in some cases, so you might want a human to step in. There can be a lot of places where humans do better than AI. In such cases, you cannot just stop the Bot. If you stop it, the Bot will stop working for everyone. There are two ways you can pause and resume the Bot for a specific person or subscriber. You can do it from the Subscriber Manager and the Messenger Bot settings.
- 1. For A Specific Subscriber (Using Subscriber Manager)
- 2. For General Subscribers (Using Messenger Bot)
Let’s discuss in detail how we can pause and resume a messenger bot in both cases.
1) For A Specific Subscriber (Using Subscriber Manager)
Open the SocialBot’s Dashboard. Click on the Subscriber Manager option given under Messenger Tools in the left navigation menu.
A Subscriber Manager interface will appear. Now click on Bot Subscribers > Actions. This will open a new interface showing a complete list of all of your subscribers. From the list, you can choose the specific subscribers to pause or resume the Bot for.
Select the subscriber you want to pause and click on the action button in front of them (having a little briefcase sign). When you click on the action button, a new modal form will appear. Here you can find all the details for that subscriber.
Next, click on the 3-dot button given on the right side of the subscriber’s name. This will open a drop-down menu where you will get the options to pause and resume the Bot for this specific subscriber. You can both pause and resume the Bot for this subscriber from here.
2) For General Subscribers (Using Messenger Bot)
If you want to pause and resume the Bot at a specific stage or a specific point of time, you can do it through the Messenger Bot. Here, you can pause and resume the Bot from a Keyword-based template, Get started template, and Post back template. 1) Keyword Based Template – Open the SocialBot’s Dashboard. Click on the Messenger Bot option given under Messenger Tools in the left navigation menu. Click on Bot Settings > Actions.
A Bot settings interface will appear. First, select your Facebook page from the list. By default, Bot Reply Settings will open. For a keyword-based bot, click on Add bot reply.
Give your Bot a name here and provide your keywords separated by commas. Select the Reply type to “Text with buttons.” Then, provide your reply message (Example – Do you want to chat with a human?) Type “Yes” under the Button text. Choose Button Type as “Chat with human” from the drop-down list. Click Submit.
2) Get Started Template – Open the SocialBot’s Dashboard. Click on the Messenger Bot option given under Messenger Tools in the left navigation menu. Click on Bot Settings > Actions. A Bot settings interface will appear. First, select your Facebook page from the list. For Get started template, click on Action Button Settings in the middle.
Choose to Get started template from the drop-down menu to begin editing your Bot. Get-started template interface will appear. Add a new reply at the place where you want to take control of the chatbot. You can add a new reply by clicking on the “Add more reply” button.
Select the Reply type to “Text with buttons.” Type a message on the message box (Example – Do you want technical support from a human?) Type “Yes” under the Button text. Choose Button Type as “Chat with human” from the drop-down list. Click Update.
3) Post Back Template – Open the SocialBot’s Dashboard. Click on the Messenger Bot option given under Messenger Tools in the left navigation menu. Click on Post-back Manager > Actions.
A list of Postback templates will appear. Click on Edit under actions for the template you want your Bot to pause and resume. Add a new reply at the place where you want to take control of the chatbot. Select the Reply type to “Text with the button.” Type a message on the message box, name the button as “Talk to Human,” and select the button type as “Chat with human.” Click Submit.
How to Resume the Bot Again?
When the subscriber clicks on “Yes” or “Talk to Human” in all types of templates, they will get a predefined message. This predefined message given by the SocialBot system is called “Chat with the human template.” You can also edit this template from the Bot settings. To edit “Chat with the human template,” click on Messenger Bot in the left navigation menu. Click on Bot Settings and select your Facebook page from the list. Click on Action Button Settings in the middle and choose Chat with Human Template from the drop-down menu.
Select the Reply type as “Text with buttons.” Type a message on the message box. Type “Resume chat with a bot” under Button text. Choose Button Type as “Chat with robot” from the drop-down list. Click Submit. So, when the subscriber clicks on this button, it will resume the Bot again for that particular subscriber.
So, these were the two ways where you can stop and resume the chatbot for a particular customer or subscriber. Enjoy the ability to pause and resume the Bot at your discretion. At times, such type of functionality can be beneficial for your business. Use SocialBot to pause & resume a Messenger Bot at the correct times. Sign Up Today Please leave a comment if you have any queries!
