Important: MSGHero announced that they will close down the MSGHero platform. The official day of last operation will be Monday, July 13th, 2020. The main reason for this closing is because of the dependency on Facebook Messenger. In their own words, they said “it can be difficult dealing with a 3rd party, when it comes to constant changes, updates, new rules, and more.”
MSGHero is chatbot software for building a chatbot for Facebook Messenger and on your website. But is this software worth investing in? Let’s find out!
For writing this review about MSGHero, I used the criteria of my post “How to choose the best chatbot software“.
If you log in to MSGHero, the first thing you see is a dashboard with the number of users of your chatbot:
When you are going to make your chatbot flows (called “Messaging Funnels” in MSGHero), you can simply click on Create –> Messaging Funnel –> Add New Funnel:
The interface to create the actual flow is extremely easy to use. On the left-hand side you can determine the keywords that trigger the flow, in the middle you can set the content of the flow and on the right-hand side, there is a preview of the flow:
If you click on “Flow Preview”, you can also see the entire flow in a Visual Flow:
Thus, the interface of MSGHero is really easy to use and you can set up your chatbot in a matter of minutes. Besides, you can test your flow both in the interface and Facebook Messenger. So they perform great on this one.
- Visual Flow Builder
- Test chatbot
- Interface easy to use?
- Easy to setup a chatbot?
MSGHero provides enough chatbot elements you can use to make your chatbot flows.
What I really like is that they have a built-in date picker. For example, you can ask the birthday of the user and then a webview opens with a date picker:
As with the interface, they also perform really well with chatbot elements.
- Gallery (Horizontal list)
- Vertical list
- Persistent Menu
- Quick Replies
- Free text input
- Location sharing
- Email validation
- Phone number validation
- Date validation
In MSGHero it is possible to create attributes, which are called “Custom Fields” in MSGHero:
Then you can ask the user a question and set that custom field to a certain value:
This works the same for tags. Based on custom fields and tags, you can make certain user segments and send tailored messages to them.
It is, however, not possible that the user shares their location with the chatbot.
- Custom fields
- User segments
With MSGHero it is really easy to send a broadcast to all of your users or part of your users (based on tags and custom fields):
And likewise, it is really easy to set up campaigns, which are called “Time Series” in MSGHero:
Unfortunately, it is not possible to unsubscribe from such Time Series.
Moreover, it is possible to condition your messages based on logic and you can make a chatbot in any language. But it is not easy to translate your chatbot to a different language.
- Multiple languages
- Easy to translate
AI & NLP
As said before, when making a Messaging Funnel in MSGHero, you can determine the keywords that trigger that specific funnel.
So, with MSGHero it is possible to recognize certain keywords and send an appropriate response.
However, it is not possible to do any kind of AI & NLP, such as grabbing the intent of the user or using entities.
- Dialogflow integration
With MSGHero you can create a chatbot for Facebook Messenger and for your website (using the Facebook Messenger widget).
So, it is not possible to provide an omnichannel chatbot experience to your users, which could be a potential drawback.
I always say that a live chat integration is the most integration any chatbot software needs. But MSGHero doesn’t provide this, which is a huge drawback.
They do have an integration with Zapier, which allows you to connect with almost every software on earth.
It would be nice to have other integrations, such as Integromat, DialogFlow and Google Sheets, but MSGHero doesn’t provide this.
- Google Sheets
With MSGHero it is possible to put a Facebook widget on your website, connect your chatbot to Facebook Ads, automatically reply to Facebook comments, create buttons and make custom URLs to certain parts of your chatbot.
But there is a huge drawback. MSGHero mainly focuses on Facebook Messenger as a channel to put your chatbot on, but they do not comply with the new Facebook Messenger policy, which seems odd to me. With MSGHero it is not possible to send Sponsored Messages or use the One-Time Notification.
- Facebook website widget
- Native website widget
- Landing pages
- Facebook Ads
- Facebook comments auto-reply
- Button creator
- Custom URLs for your chatbot
I wasn’t really happy when I started with MSGHero for the first time. This is because when you start a free trial, you immediately must give your billing information:
I know it is still a 7-day free trial, but I don’t like providing my billing information beforehand.
The pricing of MSGHero is a little bit complicated. They do provide a 7 days free trial, but only for the Premium plan which is $47 per month.
There is also one pricing plan that is cheaper, the Starter plan, which is $9 a month, but this doesn’t come with a free trial.
The Starter plan comes with 500 subscribers, 3 Facebook pages and basic support, while the Premium plan comes with 10.000 subscribers, unlimited Facebook pages and Premium support:
MSGHero also provides a 30-day money-back guarantee, in which they give you a full refund, no questions asked.
- Free trial
- Free plan
- Price per month
- Monthly pricing available?
- Money back guarantee
MSGHero has a lot of tracking possibilities for your website that you can use to track the conversion from users who come to your website through your chatbot.
In MSGHero you can add your products (which could be physical products, but also a paid course, for example):
Then, set up multiple tracking codes of MSGHero to put on your website:
And finally, analyze the sales of your chatbot:
So, this is actually pretty good. With these analytics, it is really easy to track the conversions on your website from users who came via your chatbot.
But then, if we look at the General Analytics for your chatbot, these aren’t special at all:
These analytics only show the number of users, how many messages are sent and the open rate. Thus this is pretty minimal.
Important analytics, such as which user input the chatbot didn’t understand, are not shown, which makes it hard to improve the answers of your chatbot.
- User input
- User retention
- Sent messages
- Open rate
- Click rate
- Conversion rate
- Fall back rate
- Volunteer users
- Custom dashboards/reports
MSGHero has a really extensive Shopify integration, which isn’t in the regular pricing package.
If you want the Shopify integration, you must pay extra. If you make up to $100 on additional sales, it is free. But if you make up to $500 on additional sales, you need to pay $10 a month extra. And this monthly price increases with the number of extra sales:
What seems really odd to me, is that this Shopify integration is completely hidden in the interface. As if MSGHero doesn’t want their users to see and use it. Also, when I agree to pay for the Shopify integration, I keep being redirected to their Billing page.
This has led to the situation that I couldn’t use the actual Shopify integration. And that’s too bad, because it looked really promising.
- Buy directly within the chatbot
- Cart abandonment
Templates & Cloning
MSGHero only provides templates for the Shopify integration. But I couldn’t use this integration, so I have no idea how many templates there are and if you can actually use them.
Moreover, it is not possible to make and share your own templates.
Also, it is not possible to duplicate chatbot flows or chatbot elements.
- Make template
- Share template
- Duplicate chatbot flows
- Duplicate chatbot elements
It is not possible to do any kind of optimization with MSGHero, such as A/B Testing.
- A/B Testing
MSGHero provides video tutorials and has extensive documentation that you can use to learn more about their platform.
They provide support via live chat and email. Also, they have their own Facebook community (with about 2100 members).
- Customer support
MSGHero has an interface that is easy to use, a lot of chatbot elements, add attributes and tags to users, send broadcast and campaigns, has a Zapier integration, decent analytics and a Shopify integration.
But should I buy MSGHero to build my chatbots?
No, I shouldn’t.
This is mainly because MSGHero doesn’t have a live chat integration, which is the most important integration of any chatbot software. What if your chatbot doesn’t understand the user? Then a human must take over, but that’s not possible with MSGHero.
Secondly, MSGHero is chatbot software that mainly focuses on Facebook Messenger, but they don’t comply with the new Facebook Messenger policy. This could result in your Facebook page getting banned, because of violating their rules.
If MSGHero would solve those two things, I would definitely recommend them.