Chatfuel Review

Chatfuel

For writing this review about Chatfuel, I used the criteria of my post “How to choose the best chatbot software“.

User Interface

The interface of Chatfuel is really clean. On the left side a menu is provided with the various functions of the Chatfuel software. For building the chatbot, they provide a “Block” editor.

You can have multiple blocks and each block represents a number of elements. For example, you can have a block for showing the products of your shop and you can have a block for asking the e-mail of the user. It is also possible to refer from one block to another block. And to keep everything structured, you can divide the blocks into “Sequences” or “Groups”.

The “Block” structure of building a chatbot in Chatfuel is one of the things I really like about this software. Via this structure it is really easy to keep your chatbot structured. It is possible to drag and drop the various blogs, so in some way they have a visual drag and drop interface.

Moreover, an absolute plus for Chatfuel is that in the right corner they provide a button for support. Right from their interface, you can have support from their chatbot or from a human. Really good feature when you get stuck.

  • Visual Flow Builder
  • Test chatbot in the interface
  • Interface easy to use?
  • Easy to setup a chatbot?

Chatbot elements

Chatfuel provides a wide variety of elements to build your own chatbot. In fact, they only lack on one point: Attachments. In total, the total of chatbot elements is quite good, they got almost all the chatbot elements. Good job!

  • Delays
  • Images
  • Video
  • Audio
  • Attachments
  • Gallery (Horizontal list)
  • Vertical list
  • Emojis
  • Persistent Menu
  • Quick Replies
  • Buttons
  • Free text input
  • Email validation
  • Phone number validation
  • Date validation

Users

Within Chatfuel it is really easy to add attributes to specific users. You can simply ask a question, for example “How long are you already a client of us?” and the answer gets stored in an attribute. With those attributes, you can send specific broadcasts to user segments. For example, you could send a broadcast to anyone who has been a client for over more than 5 years.

Disadvantage of Chatfuel is that you cannot add tags to users. Also, the location sharing feature is not possible in Chatfuel. It is possible though, but you need extensive coding to do it.

  • Attributes
  • Location sharing
  • Tags
  • User segments

Messages

Chatfuel provides broadcasts, campaigns, and even the subscribing/unsubscribing from campaigns. The platform performed really well on those three topics.

Where the platform lacks is on logic & calculation. It is not possible to make a simple calculation or do some things on logic.

Also, Chatfuel provides partial language support. It is possible to make a Chatfuel chatbot in any language. However, it is not easy to make a chatbot with Chatfuel with different languages at the same time (so for example English for English users and French for French users). It is possible though, but you need to do it manually (takes a lot of time and duplication) and default phrases (for example if someone is typing a wrong e-mail) cannot be translated.

  • Broadcasts
  • Campaigns
  • Subscribe / Unsubscribe from campaigns
  • Logic & Calculation
  • Multiple languages
  • Easy to translate

AI & NLP

The AI & NLP part of Chatfuel is really standard. It provides keyword recognition and it also possible to group certain keywords together. However, intents and automatic synonyms are not included in the feature set.

  • Keywords
  • Intents
  • Entities

Platforms

This is the big flaw of Chatfuel (to my opinion). It is only possible to make a chatbot on Facebook Messenger. In a world where omni-channel becomes more important everyday, it is a shame that Chatfuel does not provide this.

It is possible to add a widget to your website (and therefore the website is also part of their platform), but in order to really use the chatbot, the user need to login to Facebook first. And there are a lot of people who do not like Facebook and therefore will never interact with your chatbot.

  • Website
  • Facebook
  • SMS
  • Slack
  • Whatsapp
  • Telegram
  • Skype
  • Email

Integrations

Chatfuel has a built-in livechat integration. Chapeau! This is the most important integration a chatbot software needs and Chatfuel has it (also for the same price). They also provide integrations for Zapier, Integromat, DialogFlow, Google Sheets and Webhooks. So they do quite well on this one.

  • Livechat
  • Zapier
  • Integromat
  • Dialogflow
  • Google Sheets
  • Webhooks

Marketing

Also for marketing, Chatfuel does quite well. They checked every feature in the list, except for the button creator. But this does not matter, because they provide all the other features.

Easy to put a widget on your website, make a landing page, connect your chatbot to a Facebook ad and reply automatically to Facebook comments.

  • Facebook website widget
  • Native website widget
  • Landing pages
  • Facebook Ads
  • Facebook comments auto-reply
  • Button creator
  • Custom URLs for your chatbot

Pricing

But maybe the most important part: Pricing. Chatfuel provides a free package which stays free until you stay under the 1000 subscribers. Disadvantage of this package is that it comes with Chatfuel branding, but still really good for a free price.

The next pricing package costs 15$ dollars per month for 500 subscribers and goes up with the amount of subscribers you have. To my opinion, really feasible pricing rates.

  • Free trial
  • Free package
  • Price per month
    15
  • Monthly pricing available?
  • Money back guarantee

Analytics

Chatfuel does really good on Analytics: the most important feature of any chatbot software (without this, don’t use the chatbot software at all!). It does really good on this one. There are only three things it does not have: Conversion rate (but still possible to track certain actions), Fall Back Rate (could be a good improvement) and custom dashboards/reports (not always necessary).

  • Dashboard
  • User input
  • User retention
  • Sent messages
  • Open rate
  • Click rate
  • Conversion rate
  • Fall back rate
  • Volunteer users
  • Custom dashboards/reports

E-Commerce

It is possible in Chatfuel to make a quite extensive e-commerce chatbot with a Shopify store. In fact, they even provided a thorough tutorial on their on website about this. But you need to do this by connecting through third-party plugins.

So in short, do they have direct connections with Shopify and/or WooCommerce?
No. Is it still possible to connect with them? Yes.

  • Payments
  • Shopify
  • WooCommerce
  • Buy directly within the chatbot
  • Cart abandonment

Optimization

It is possible to do A/B testing in Chatfuel, but not in the free pricing package. So you need to upgrade to a “Pro” package if you want to unlock this feature.

  • A/B Testing

Support

Chatfuel provides 83 templates, which include free and paid templates. Furthermore, they provide tutorials on how to make chatbots on their website, have proper documentation and good customer support.

  • Templates
    83
  • Tutorials
  • Documentation
  • Customer support

Conclusion

To my opinion, Chatfuel provides a really good chatbot software for a fair price. It has a structured interface, a lot of chatbot elements, possibilities to send messages to certain user segments, many integrations and marketing possibilities and really good analytics.

The most important disadvantage of Chatfuel is that it is only possible to make a chatbot for Facebook Messenger. When you want your chatbot on multiple platforms, Chatfuel is not the right software for you. Also, if you want to extend to another platform later in the process, not possible (good thing to bear in mind!).

Chatfuel is really good chatbot software to begin with, but not if you want to scale up your chatbot experience.

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