Engati Review

By Joren Wouters Updated on

Engati

Engati is chatbot software for multiple channels and it has built-in NLP & AI. But is this software worth it to invest in? Let’s find out!

For this review of Engati, I used the criteria in my post “How to choose the best chatbot software“.

User Interface

When you log in at Engati, you see an overview of all your chatbots:

engati-dashboard

When you are making your chatbot, there are two ways to do it.

The first thing you can do, is creating Smart Responses, which are answers to questions you determined yourself. You can do this by manually filling in a question, by creating an Entity or uploading some tabular input (for example, an Excel file):

engati-smart-responses

Secondly, you can create chatbot flows (called “Paths” in Engati) using their Visual Flow Builder:

engati-visual-flow

Thus, the interface of Engati is really easy to use and it’s easy to set up your chatbot. If you don’t know where to get started, you can also install one of the 195 chatbot templates they provide. Furthermore, it is possible to test your chatbot in Engati before it actually goes live.

  • 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?
  • Interface 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

Engati provides all the chatbot elements you need. They only don’t have two elements: Vertical Lists and Location Sharing, but these are certainly no deal-breakers!

engati-chatbot-elements

  • 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
  • Emojis
    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?
  • Buttons
    Can you add buttons to your chatbot where users can click on?
  • Free text 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 Engati, you can see an overview of all the users that interacted with your chatbot:

engati-user-overview

And you can also see all the information on one specific user:

engati-specific-user

With Engati it is easy to create custom fields and assign certain values to it, such as the email of the Interest of a user. Then, you can make specific segments of users based on those custom fields.

It is only not possible to assign tags to users. But this is not a huge drawback, because you can use custom fields as tags, by setting the value of a custom field to “Yes” or “No”.

  • Custom fields
    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

With Engati, it is possible to send a broadcast to all of your users or a user segment. Furthermore, you can combine broadcasts by sending a sequence of messages.

Also, you can use conditions in your chatbot flows to create more personalized experiences.

Moreover, you can also create a chatbot in multiple languages. But, I am not quite sure if it’s easy to translate your chatbot to a different language. Regarding the NLP of Engati, it easily works if you add a second language, so that’s good. But I do not see an option in Engati to translate custom made chatbot flows, so therefore, I am not quite sure if it’s easy to translate your chatbot.

  • 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?

AI & NLP

Engati provides keyword recognition and built-in AI & NLP. And this is a great feature.

As said before, you can set up Smart Responses to make your chatbot smarter. I made the Smart Response “What are your opening times?”

engati-smart-response

Then, Engati automatically also gives a good response for questions that are similar to “What are your opening times?”, such as “When are you open?” and “What time are you open?”:

engati-great-answers

So the AI & NLP feature of Engati is absolutely great. You don’t even have to train the chatbot yourself, Engati does that automatically for you.

  • 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 integration
    Does the chatbot platform provide a direct integration with Google's AI Platform?

Channels

If you want to provide an omnichannel experience to your users, Engati is a great fit for you.

Engati provides 11 channels:

  • Website
  • Facebook Messenger
  • WhatsApp
  • Slack
  • Twitter
  • WeChat
  • Skype
  • Telegram
  • Line
  • Microsoft Teams
  • Mobile applications

Moreover, you can send SMS messages with Engati, but you need their Twilio integration for this. So this also results in extra costs.

  • 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?
  • Slack
    Can you publish your chatbot on Slack?
  • Skype
    Can you publish your chatbot on Skype?
  • Email
    Can you publish your chatbot on email?

Integrations

Engati has a built-in live chat, which is the most important integration any chatbot software needs.

Next, they provide direct integrations with Zapier, Google Sheets, Google Calendar, Salesforce and you can even create your own webhooks by using the JSON API.

  • Livechat
    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 (formerly Integromat)
    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.
  • Webhooks
    Can you call an API inside your chatbot flow to send or get data from other applications?

Marketing

This is where Engati falls a little bit short. With Engati, it is only possible to create buttons to your chatbot and put a native widget on your website.

You can completely style the widget to your own website’s branding:

engati-website-widget

But for marketing, that’s basically it. You cannot create landing pages for your chatbot, connect it with Facebook Ads, use the One-Time Notification, automatically reply to Facebook Comments or create custom URLs to your chatbot.

  • Facebook website widget
    Embed your chatbot as a Facebook Widget on your website.
  • Native website widget
    Embed your chatbot as a native widget (your own branding & colors) on your website.
  • Landing pages
    Can you create a simple landing page to drive users to your chatbot?
  • Facebook Ads
    Start a conversation with your chatbot when someone clicks on a Facebook Ad
  • One-Time Notification
    Send one-time notifications via Facebook Messenger for a topic that a chatbot user has opted-in for
  • Facebook comments auto-reply
    Automatically reply with your chatbot to users who comment on your Facebook Posts
  • Button creator
    Add a button to your website to drive users to your chatbot
  • Custom URLs for your chatbot
    Generate a simple URL that can be shared anywhere to send users to your chatbot

Pricing

Engati has a free plan that stays free forever. It includes the FAQ with NLP Engine, the broadcasting of messages, analytics, multiple channels and basic JSON API integration. You can use this up to 1000 interactions and have a maximum of 2 chatbots.

If you want more features, you can go for the Professional plan (with a 7-day free trial), which is good up to 10.000 interactions and 5 chatbots. It also comes with more features, such as Advanced branding & colors, Auto popup, advanced JSON API integration and a Zapier Integration:

engati-pricing

What is important to point out, is that some important features of Engati only are available in the Enterprise plan, such as the live chat and WhatsApp. To me, it is unknown what the price of that plan is, and it looks like it is customer-specific.

Also, when you want to put your chatbot on WhatsApp, there is some additional pricing what you should keep in mind:

engati-whatsapp-pricing

To me, it seems like you can make a chatbot for a really small price (or even for free), but it could become a bit expensive if you want all the features of the platform.

  • 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?
    19
  • 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

Engati has pretty good analytics.

First, they provide a dashboard with the total number of interactions, number of users, number of average messages per conversations and the most frequent messages:

engati-analytics-dashboard

Next, you can analyze the user input your chatbot didn’t know a good answer to so that you can improve the answers of your chatbot:

engati-user-input

And ultimately, you can analyze the user retention:

engati-user-retention

  • Dashboard
    Dashboard that provides general analytics of your chatbot.
  • 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

Engati has a direct integration with Stripe, so you can handle payments within your chatbot.

Unfortunately, Engati doesn’t provide integrations with Shopify or WooCommerce.

  • 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 the 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

Engati provides 195 templates that you can install directly to create your chatbot.

It is, however, not possible to create templates yourself and share them with others.

But, you can duplicate your chatbot flows and chatbot elements, to easily reuse them.

  • Templates
    How many pre-built templates does the chatbot platform provide?
    195
  • 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

With Engati, it is not possible to do any kind of optimization, such as A/B testing.

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

Support

Engati provides extensive documentation and tutorials to explain how to use their platform.

Moreover, they provide customer support over email.

  • 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?

Whitelabel Platform

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

With Engati, it is possible to have a white-labeled platform. This means that you can use their platform with your logo and branding on it. This is great for agencies, because now they can act as if they have built their own chatbot software, but this is a white-labeled Engati platform. Here is an example:

engati-whitelabel

Conclusion

So, should you buy Engati to build your chatbots?

Yes, you definitely should.

Engati has an easy-to-use Visual Flow Builder, many chatbot elements, you can add custom fields and segment them, have built-in NLP & AI, supports 11 different channels to put your chatbot on, they have a live chat, direct integrations with Zapier, Google Calendar & Google Sheets, good analytics and even a Whitelabel option.

There are only a few drawbacks:

  • Limited marketing tools
  • Could become expensive if you want all the features (because of their customer-specific Enterprise plan)
  • No eCommerce integrations

Conclusion: great chatbot software!

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