Chatfuel Review 2024: Features, Pros and Cons, Pricing

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By Joren Wouters Updated on

When looking to create a chatbot on Facebook, Instagram or WhatsApp, Chatfuel is one of the popular options you can choose from. But should you use Chatfuel to create your chat automations?

In this in-depth review, I will cover Chatfuel’s features, pros and cons, and their pricing options. And of course, I will also give you my recommendation when you should use Chatfuel.

Let’s dive in!

Our Verdict

Our Verdict

Chatfuel is one of the best automation platform to create chatbots on Facebook, Instagram and WhatsApp.

It has an easy-to-use flow builder and a seamless integration with the Meta-channels, allowing you to create a chatbot in minutes.

Chatfuel offers a free and plain plan, already starting at $14.39/month. This means anyone can get started with the platform, even when you are on a tight budget.

Pros

  • Easy-to-use Flow Builder
  • Unlimited Custom Field to Store User Data
  • Publish a chatbot on Facebook, Instagram & WhatsApp
  • Many marketing possibilities on Facebook, Instagram and WhatsApp
  • Built-in Live Chat
  • Integrations with ChatGPT, Zapier, Make, Shopify
  • Good analytics to improve answers of your chatbot

Cons

  • Duplicating chatbot flows across channels is not possible
  • It's hard to translate your chatbot to multiple languages
chatfuel-logo
Go to Chatfuel
4.2
Plans Cost
$14.39 to $300
Introductory offer
All features up to 50 chatbot contacts
Standout features
Ease of use, Flow Builder, Marketing Tools, Analytics

Using Chatfuel: Dashboard, Flow Builder & More

In Chatfuel, you have a menu on the left-side showing all the various functions you can use in Chatfuel:

  1. Home, giving you a general overview of your Chatfuel account
  2. Automation, this is where you create your chatbot flows
  3. Live Chat, here live chat agents can talk with chatbot contacts
  4. People, this shows an overview of everyone that talked with your chatbot
  5. Reengage, from here you can create reengagement campaigns (to get people back to your chatbot)
  6. Configure, here you install the settings of your Chatfuel chatbots
  7. Analyze, the analytics section of Chatfuel
  8. Billing, where you handle your billings plan

Interface of Chatfuel

When you start building your chat automations in Chatfuel, you can either use the Flow Builder or the Block Builder.

In the Flow Builder, you can create folders with flows on the left-side to manage all your chat flows. Then, in the middle you can create the content of your chat automation.

Each chat automation in Chatfuel consists of a trigger and the content of the automation. To create the automation, you can just drag and drop in the flow builder, which is super easy to use.

chatfuel-visual-flow-builder
Visual Flow Builder in Chatfuel

 

The flow builder also has cool features which allow you to work faster. For example, you can just use Ctrl+C / Ctrl+V (or Cmd+C/CMV+v on a Mac) to copy and paste chatbot elements.

Or you can click on the Organize Blocks button to automatically organize the blocks in the flow builder:

Automatically organize blocks in Chatfuel.

Next to the Flow Builder, you can also use Chatfuel’s Block builder. In the Block Builder, each automation consists of one or multiple blocks, where a blocks represent a chatbot element.

To keep these Blocks structured, you can also structure these blocks into groups, just like in the Flow Builder:

chatfuel-blocks

What’s also good to know is that you can use these builders interchangeably. You can refer from blocks to flows and vice versa.

Also, you can test out your chatbot flows in Chatfuel before you put them live, which is really useful:

Test your chatbot in the Chatfuel interface

So the interface of Chatfuel is easy to use and you can set it up a chatbot in a matter of minutes.

The only drawback I could find is that each chatbot flow is for one specific channel, and you cannot duplicate chatbot flows across channels. So if you want to create the same flow on Facebook and on Instagram, you actually need to do double the work.

Visual Flow Builder
Create chatbot dialogs with a visual flow builder.
Test chatbot
Is it possible to test the chatbot before putting your new flows or changes live?
Easy to use?
Is the chatbot platform easy-to-use?
Easy to setup a chatbot?
Is it easy to set up your chatbot with this chatbot platform?

Chatbot elements

Chatfuel provides all the elements to create your own chatbot. In fact, they only lack two points on my criteria list: Attachments & Location sharing.

Among these, I think there are three important elements to point out:

Collect User Data: With this element you can wait for input from the user and store the information inside attributes. This allows you to collect information from the user talking to your chatbot.

Condition: By adding conditions to your chatbot flows, you can create personalized conversations by using “if-then” logic.

Redirect to Flow or Block: By using this element, you can redirect the user to other chatbot flows or blocks. This is great for the scalability of your chatbot, because then you can reuse existing flows instead of duplicating the same content across your chatbot.

Delays
Use delays between messages in your chatbot
Images
Can you send images via your chatbot?
Video
Can you send video via your chatbot?
Audio
Can you send audio via your chatbot?
Attachments
Can you send attachments via your chatbot?
Gallery (Horizontal List)
Show a gallery of cards inside your chatbot. A card consists of an image, title, subtitle and button.
Vertical List
Show a vertical list of items inside your chatbot
Emoji's
Can you use emojis inside your chatbot?
Persistent menu
Can you add a persistent menu to your chatbot?
Quick replies
Can you add quick replies to your chatbot where users can click on?
Button
Can you add buttons to your chatbot where users can click on?
User Input
Can chatbot users freely type text to your chatbot whenever they want to?
Location Sharing
Can users share their location inside the chatbot?
Email validation
When a chatbot user gives their email, can the platform validate it's a correct email address?
Phone number validation
When a chatbot user gives their phone number, can the platform validate it's a correct phone number?
Date validation
When a chatbot user gives a date, can the platform validate it's a correct date?

Users

In Chatfuel, you can see an overview of all the users of your chatbot in the People tab:

chatfuel-contacts-overview

When you click on one of the users, you can see all the user information for that specific person:

User information tab in Chatfuel

In this overview, you see all the tags and attributes assigned to this user.

Additionally, you can also create custom segments in the People tab by clicking on the Add Segment button. This automatically saves the current filters to a new segment. Then, you can use this segment in your Chatfuel automations, such as when sending a broadcast:

Send a broadcast by using a segment in Chatfuel

Custom field
Store information from your chatbot users inside fields. For example, you can ask for someone's email and store it inside the "email" custom field.
Tags
Add tags to users in your chatbot flows to organize and categorize contacts.
User Segments
Can you create user segments based on custom fields and tags?

Messages

Chatfuel provides broadcasts, sequences and the ability to subscribe/unsubscribe from these sequences. The platform performed really well on those three topics.

It is really easy to make a sequence of messages in Chatfuel. You can see the complete sequence of all the messages you want to send in one overview:

chatfuel-sequences

Moreover, it is possible to make a chatbot in any language, but it is not easy to translate the chatbot to different languages. It is possible, 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
Send a message to all or a part of your chatbot users at a specific date and time
Sequences
Send messages on a pre-defined schedule with a certain time interval between those messages
Conditions
Make checks in your chatbot flow based on if-then logic. For example, if the user has not given their email, ask for their email.
Multiple languages
Is it possible to create a chatbot in multiple languages?
Easy to translate
Can you translate text to other languages without using a third-party platform and without creating duplicate flows?

Chatfuel AI & NLP

Chatfuel has built-in keyword recognition, a direct integration with ChatGPT and AI Agents powered by ChatGPT.

Keyword Recognition

You can recognize keywords in your chatbot with Chatfuel. Based on a keyword (or a group of keywords) you can determine a certain response (either a message or a block/flow).

This is how that looks in Chatfuel:

Unfortunately, it is not possible to understand the intent of the user or understand entities in a sentence.

Also, Chatfuel doesn’t have a direct integration with DialogFlow. But I created a tutorial on how you can connect Chatfuel to Dialogflow yourself.

 

Chatfuel’s ChatGPT Integration

Next to keyword recognition, Chatfuel also has a built-in integration with ChatGPT.

By using the ChatGPT block, you can send any message to ChatGPT and get it answered in your chatbot flows:

ChatGPT block in Chatfuel.

With this block, you can also determine how many messages ChatGPT remembers within the conversation.

 

AI Agents

Chatfuel also provides multiple AI agents:

AI Agents in the Chatfuel flow builder.

AI Agents are similar to the ChatGPT integration, but are predetermined by Chatfuel and can do entire tasks on their own. For example, with the 1st-line customer support agent you can automatically answer questions from customers.

What is great about the ChatGPT and AI agent block is that you can also tell ChatGPT when it should handover the conversation back to a Chatfuel flow. For example, if a user is angry, you can directly send them to live chat:

AI Agent block connector in Chatfuel

Keywords
Trigger chatbot flow based on certain words or phrases a user says to the chatbot.
Intents
Trigger a chatbot flow by understanding the intent of the user.
Entities
Capture specific information from sentences. For example, if a user says "veggie pizza", the chatbot can understand it's not a regular pizza, but a veggie pizza.
Dialogflow
Does the chatbot platform provide a direct integration with Google's AI Platform?

Channels

With Chatfuel, it is possible to create a chatbot on Facebook Messenger, Instagram and WhatsApp.

Unfortunately, you cannot merge contacts across channels.

Website
Can you publish your chatbot on your website?
Facebook
Can you publish your chatbot on Facebook?
Instagram
Can you publish your chatbot on Instagram?
Whatsapp
Can you publish your chatbot on WhatsApp?
Telegram
Can you publish your chatbot on Telegram?
SMS
Can you publish your chatbot on SMS?
Email
Can you publish your chatbot on email?
Merge contacts across channels
Can you merge contacts across channels, when the same person contacts you over multiple channels?

Chatfuel Live Chat & Integrations

Chatfuel has a built-in live chat so you can hand over the conversation from your chatbot to a human agent:

Live Chat feature in Chatfuel

And they also provide an iOS and Android app, so you can respond to questions on your phone.

In addition to this, they also provide direct integrations with:

  • Zapier
  • Make (formerly known as Integromat)
  • Google Sheets
  • Calendly
  • ChatGPT
  • Stripe

If that’s not enough, you can also create your own API calls inside their flow builder and get or send data to other applications.

Livechat integration
Direct integration with live chat, either via a built-in live chat functionality or a third-party live chat platform.
Zapier
Direct integration with Zapier, one of the largest integration platforms in the world.
Make
Direct integration with Make (formerly Integromat), one of the largest integration platforms in the world.
Google sheets
Direct integration with Google Sheets, to store or retrieve data from sheets.
Make API Calls
Can you call an API inside your chatbot flow to send or get data from other applications?

Marketing

When it comes to Marketing for chatbots, Chatfuel provides all the possibilities you need.

On Facebook, you can:

  • Create Ref URLs that go to a specific chatbot flow
  • Automatically reply to Facebook Comments
  • Send one-time notifications
  • Send Recurring Notifications
  • Connect a Facebook ad to your Messenger chatbot
  • Send Sponsored Messages via Facebook Messenger

With Instagram, you can:

  • Automatically reply to Instagram comments
  • Send replies to Instagram users who mentioned your Instagram handle in their Instagram story

And with WhatsApp, you can send WhatsApp message templates.

The only drawback is that Chatfuel doesn’t provide a chat widget for your website.

Native website widget
Embed your chatbot as a native widget (your own branding & colors) on your website.
Send proactive messages on website
Can you send pro-active messages on your website with your chatbot?
Facebook Ref URL
Can you create a URL that goes to a specific flow inside your Facebook chatbot?
Auto-Reply to Facebook Comments
Automatically reply with your chatbot to users who comment on your Facebook Posts
One-Time Notification
Send one-time notifications via Facebook Messenger for a topic that a chatbot user has opted-in for
Recurring Notifications
Send recurring notifications via Facebook Messenger for a topic that a chatbot user has opted-in for
Facebook Ads
Start a conversation with your chatbot when someone clicks on a Facebook Ad
Sponsored messages
Send paid messages via Facebook Messenger outside the 24-hour window
Auto-Reply to Instagram Comments
Automatically reply with your chatbot to users who comment on your Instagram Posts
Instagram Story Mention Reply
Send auto replies to Instagram users who mention your Instagram handle in their Instagram Stories
WhatsApp Message Templates
Can you initiate conversations with Message Templates on WhatsApp?

Chatfuel Pricing

Chatfuel has a free trial and a paid plan already starting at $14.39/month.

Pricing for Instagram and Facebook

If you want to create a chatbot on Instagram or Facebook, the Business plan starts at $14.39/month.

This plan comes with 500 conversations per month and all the features of the platform:

Chatfuel's pricing plans for Instagram and Facebook

The price of the plan increases with the number of conversations you have. For example, 2,500 conversations/month costs $57.59.

Chatfuel’s WhatsApp Pricing

If you want to get started with Chatfuel for WhatsApp, the Business palns starts at $29.49/month.

This plan has 1,000 conversations/month and all the features of the platform:

Chatfuel's pricing plans for WhatsApp

Just like with the other plan, this plan also increases with the number of conversations. 2,500 conversations/month cost $52.04.

Enterprise plan

Chatfuel also provides an Enterprise plan that starts at $300/month and is perfectly tailored to your needs.

This plan comes with everything in other plans, plus a personal account manager, 10 free hours of bot building service and bulk pricing.

Free trial
Does the chatbot platform provide a free trial?
Free plan
Does the chatbot platform provide a free plan?
Price per month
What is the lowest price per month for creating a chatbot on this platform?
14.39
Monthly pricing available?
Is it possible to pay monthly?
Money back guarantee
Is there a money-back guarantee in case you are not satisfied with the platform?

Analytics

Chatfuel has three types of analytics:

  • Analytics dashboard
  • Unrecognized messages
  • Flow analytics

Let’s cover them one by one.

Analytics dashboard

Chatfuel provides a general analytics dashboard showing general stats, like the number of total users:

Total users analytics in Chatfuel

The user activity per day:

User activity analytics in Chatfuel

And the most important sources of traffic for your chatbot:

Analytics of the main traffic sources of your Chatfuel chatbot

Besides this, it also provides analytics on the most popular blocks and buttons in your chatbot.

 

Unrecognized messages

In additition to the dashboard, Chatfuel also has an overview of frequent unrecognized messages:

chatfuel-unrecognized-messages

This allows you to quickly improve the answers of your chatbot and create additional flow, which is great.

 

Flow analytics

Chatfuel also provides flow analytics. For each message in your chatbot flows, you can see the delivery rate, seen rate and click rate:

chatfuel-flow-analytics

Likewise, you can see the same data for all the sequences and broadcasts in your Chatfuel account:

chatfuel-sequence-analytics

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
Dashboard that provides general analytics of your chatbot.
Flow analytics
Can you analyze how users are going through your chatbot flows?
User input
Get the input from users that your chatbot didn't understand.
Sent messages
The number of messages that were sent by your chatbot.
Open rate
The percentage of chatbot users that opened a message inside your chatbot.
Click rate
The percentage of chatbot users that click on a button inside your chatbot.
Conversion rate
The percentage of users that converted through your chatbot. For example, the percentage of users that gave their email address
Fall back rate
The percentage of interactions where the chatbot did not know an answer to a question.
Custom dashboards/reports
Can you create your own dashboard or reports?

eCommerce

Chatfuel has a direct integration with Shopify (that only works with the WhatsApp channel). This allows you to send abandoned cart messages to users on WhatsApp who put a product in their cart but did’t finish their order. By sending them an abandoned cart message, you can recover that order and increase your sales.

Moreover, it is possible to let users pay directly within your chatbot by using the Stripe integration of Chatfuel.

Unfortunately, they don’t have a direct integration with WooCommerce, but it is still possible to connect with WooCommerce by using Zapier or Make.

Payments
Collect payments inside your chatbot
Shopify
Direct integration with Shopify to get products, order information and cart data.
WooCommerce
Direct integration with WooCommerce to get products, order information and cart data.
Buy directly within chatbot
Ability for chatbot users to buy products or services directly from a chatbot
Cart abandonment
Trigger messages in the chatbot when a user abandons their cart on a website or inside the chatbot

Templates & Cloning

Chatfuel provides 22 free templates that you can install to quickly create your chatbot.

You can also create these templates yourself and easily share them with others using the Share Flow feature in Chatfuel.

Moreover, it is possible to duplicate your chatbot flows and chatbot elements, which speeds up the creation of your chatbots.

Number of templates
How many pre-built templates does the chatbot platform provide?
83
Make template
Can you make templates yourself?
Share template
Can you share self-created templates with others?
Duplicate chatbot flows
Is it possible to duplicate chatbot flows, so you can easily reuse them?
Duplicate chatbot elements
Is it possible to duplicate chatbot elements, so you can easily reuse them?

Optimization

In Chatfuel, you can do A/B testing by using the Split traffic element in the Flow Builder:

Split traffic in Chatfuel for A/B Testing

A/B Testing
Can you optimize your chatbot flows by performing A/B tests?

Support

Chatfuel provides tutorials on how to make chatbots on their website, have proper documentation and good customer support.

What I really love about Chatfuel, is that they have a large Facebook community (75.000 members) in which all people are willing to help you when you get stuck.

Tutorials
Does the chatbot platform provide tutorials on how to use its platform?
Documentation
Does the chatbot platform provide documentation on how to use its platform?
Customer support
Does the chatbot platform provide customer support?

Conclusion

So, should you use Chatfuel to create your chatbots?

Yes, you should.

Chatfuel is one of the best chatbot platforms for creating chatbots on Facebook Messenger, Instagram and WhatsApp. Especially if you are just starting with creating chatbots.

Chatfuel has a flow builder, lots of chatbot elements, you can collect contact information, a lot of marketing possibilities, many integrations and great analytics. And all this for only $15 a month.

Go to Chatfuel

When thinking of drawbacks, I can only imagine three:

  • Duplicating chatbot flows across channels is not possible
  • You can only add a Facebook-like widget to your website
  • It’s hard to translate your chatbot to multiple languages

 

Learn more about Chatfuel