Chatfuel Review

By Joren Wouters Updated on

Chatfuel

Chatfuel is chatbot software for building a chatbot on Facebook Messenger. It is even one of the most searched chatbot software brands in the world. But is this software worth investing in? Let’s find out!

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 and on the right sight you can see the content of each section.

For building the chatbot, they provide a Visual Flow Builder:

chatfuel-visual-flow-builder
Visual Flow Builder

But next to the Visual Flow Builder, you can also build your chatbot with their Block builder:

chatfuel-user-interface-blocks
Block Builder

With the block builder, you can have multiple blocks and each block represents some chatbot 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.  And to keep everything structured, you can divide the blocks into “Sequences” or “Groups”.

I really like the fact that you have two different builders to create your chatbots. It creates flexibility for every kind of user.

One important thing to mention is that you need to choose one of the two builders. You cannot use them both interchangeably. This means that the flows you build in the Visual Flow Builder are not visible in the Block builder and vice versa.

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
  • 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 two points: Attachments & Location sharing. 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
  • Location sharing
  • Email validation
  • Phone number validation
  • Date validation

Users

Within Chatfuel it is really easy to add custom fields 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 a custom fields. With those custom fields, 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.

In Chatfuel you can see all your users of your chatbot in the “People” tab:

chatfuel-people

When you click on one of the users, you can see all the information related to a user in a pop-up:

chatfuel-user

A disadvantage of Chatfuel is that you cannot add tags to users. This, however, can be solved by using custom fields as tags. You can just make a custom field and set the value to “Yes” or “No”, so this isn’t a really big deal.

  • Custom fields
  • Tags
  • User segments

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

Where the platform lacks is on conditions. It is not possible to make a simple calculation or do some things on logic. This is a drawback because usually, you can make a personalized experience with this feature, which is not possible now.

With the introduction of their Visual Flow Builder, they also introduced Conditions:

chatfuel-conditions

With conditions, you can use logic in your chatbot flows to make a more personalized experience.

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
  • Sequences
  • Conditions
  • Multiple languages
  • Easy to translate

AI & NLP

With Chatfuel it is only possible to recognize keywords with your chatbot. Based on a keyword (or a group of keywords) your chatbot gives a certain response.

How it looks in Chatfuel:

It is no possible to grab the intent of the user, use synonyms or use entities.

Also, Chatfuel doesn’t have a direct integration with DialogFlow. It is, however, possible to connect with DialogFlow, but you need Janis for it.

  • Keywords
  • Intents
  • Entities
  • Dialogflow integration

Channels

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 omnichannel becomes more important every day, 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 to really use the chatbot, the user needs 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 live chat 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, Google Sheets and Webhooks. So they do quite well on this one.

  • Livechat
  • Zapier
  • Integromat
  • Google Sheets
  • Webhooks

Marketing

Also for marketing, Chatfuel does quite well. They check every feature in the list, except for the native website widget.

It is easy to put a Facebook widget on your website, make a landing page, connect your chatbot to Facebook ads, use the One-Time Notification, automatically reply to Facebook comments, create buttons and create custom URLs to your chatbot.

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

Pricing

Chatfuel provides a free plan that gives you access to all the features as long as you stay under 50 subscribers.

The next plan is 15 dollars per month for 500 subscribers and goes up with the number of subscribers you have. 1K subscribers is 20$ per month and 2K subscribers is 30$ per month. To my opinion, really feasible pricing rates.

But, if you really want to step up your chatbot game, they also provide a Premium plan, which gives you VIP support, a dedicated Account Manager, synced cloning and a white-labeled dashboard (the price of this plan is custom made):

pricing-chatfuel

  • Free trial
  • Free plan
  • 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 provides a clear dashboard showing you the number of users, user retention, user activity, popular blocks, popular buttons and popular messages:

chatfuel-analytics

Moreover, it can also show the user input the chatbot did not know an answer to, which allows you to easily improve the answer of your chatbot.

Next to this, you can also see particular statistics of your sequences:

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

eCommerce

Chatfuel provides an abandoned cart integration with Shopify. This allows you to send a message to users 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 Integromat.

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

Templates & Cloning

Chatfuel provides 83 templates which you can directly install to make your chatbot. These include free and paid templates.

Furthermore, it is possible to duplicate your chatbot flows and chatbot elements to make your chatbot faster.

Unfortunately, it is not possible to make templates yourself and share them with others.

  • Templates
    83
  • Make template
  • Share template
  • Duplicate chatbot flows
  • Duplicate chatbot elements

Optimization

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

  • A/B Testing

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
  • Documentation
  • Customer support

Whitelabel Platform

This is not a section I usually include in my review, but I think it is worth pointing out.

In the Premium plan of Chatfuel, it is possible to have a Whitelabel platform. This feature extremely useful for agencies, because agencies can now act as if they have built their own chatbot software, but in fact it just a white-labeled Chatfuel platform.

I do not know the exact prices of the Premium plan, because they are custom-made, but it is a really promising feature!

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, various marketing possibilities and really great 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 (a good thing to bear in mind!).

Chatfuel is still extremely good software to build your chatbot with and is one of the best chatbot software platforms out there.

Leave a Reply