Userbot is chatbot software for websites, Facebook Messenger, Slack and Twitter. They describe themselves as “Artificial Intelligence made by humans, for humans.”
The question is: Should you buy this chatbot software to build your chatbots? Let’s find out!
For this review of Userbot, I used the criteria in my post “How to choose the best chatbot software“.
I really like the user interface of Userbot.
When you first start with Userbot, they provide a complete step-by-step guide in the things you need to know for building your own chatbot:
Even with small pop-ups that show you where to click and how to use their platform:
This is really useful when you are not familiar with building chatbots, because it shows you all the steps you need to do to make a chatbot.
Next, Userbot makes use of Visual Flow Builder to make your chatbot flows:
With their Visual Flow Builder and the step-by-step guide, it is really easy to set up your chatbot. Also, the interface is extremely easy to use.
Furthermore, you can even test your chatbot in the Userbot interface:
- Visual Flow Builder
- Test chatbot
- Interface easy to use?
- Easy to setup a chatbot?
Userbot is pretty limited on the subject of chatbot elements.
It is only possible to use three elements:
With their “Forms” element, you can ask for user information, such as their name or email.
Usually, you would expect that you can ask these form questions in a conversational manner, but with Userbot this is not possible.
Userbot is just showing a form inside the chatbot, like this:
For me, this is a huge drawback. One of the benefits of chatbots is that users don’t need to fill in boring forms and you can ask questions more engagingly. This is unfortunately not possible with Userbot, because they just put a form in the chatbot.
- Gallery (Horizontal list)
- Vertical list
- Persistent Menu
- Quick Replies
- Free text input
- Location sharing
- Email validation
- Phone number validation
- Date validation
With Userbot, it is not possible to see an overview of all the users that interacted with your chatbot, so this is a drawback.
On the other hand, you can see all the conversations with your chatbot in the “Chats” tab:
But there is something strange with Userbot.
In Userbot, you can make forms in which you ask information about the user and store it in a custom field.
But the problem is, is when you look at the user details in the “Chats” section, you don’t see those filled-in custom fields:
It’s like you can ask for information about the user, but you cannot see that information in Userbot.
So that makes their custom fields feature almost completely useless.
- Custom fields
- User segments
Unfortunately, Userbot performs really bad on this one.
It is not possible to send broadcasts and sequences, use conditions or create a chatbot in multiple languages.
- Multiple languages
- Easy to translate
AI & NLP
With Userbot, it is possible to recognize keywords in three ways:
- A message contains all the words
- And the message is exactly
Also, they have the option “It’s similar to”, which means that you can grab the intent of the user:
Currently, it is only possible to use Entities in the Enterprise plan (which I didn’t have access to), so I couldn’t test this out. But I spoke with Userbot and they said that is possible with their platform.
- Dialogflow integration
Userbot provides four channels that you can put your chatbot on:
- Facebook Messenger
So this allows you to create an omnichannel experience for your customers, which is a benefit.
Userbot has its own live chat, which is the most important integration of any chatbot software.
But I must say, this live chat is pretty basic.
Usually, when the chatbot cannot give an answer to the user, the chat is handed over to a live chat agent. And when the live chat agent has answered the question of the user, the chatbot is reactivated again.
But with Userbot, you cannot reactivate your chatbot again. Furthermore, it is not possible to send a certain chatbot flow to the user in their live chat section.
Moreover, Userbot has a Zapier integration that allows you to connect your chatbot with other software, such as your CRM.
- Google Sheets
Userbot provides a native website widget that you can fully customize to your website’s branding:
But that is it. It is not possible to have a Facebook website widget, create landing pages, connect your chatbot to Facebook ads, use the One-Time Notification, automatically reply to Facebook comments, create buttons or 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
When I first started with Userbot, I directly needed to fill in my credit card information for their free trial:
And I know that is still a 14-day free trial, but I don’t like it when I immediately need to fill in my credit card information.
Userbot has a free plan that stays free forever. It comes with 20 users per month, the webchat widget, analytics, 1 bot flow and Slack as a channel.
Their first paid plan (Lite) is €29 per month and comes with 200 users per month, a Facebook channel, NLP, Chat rating and email support:
A drawback of their pricing is that even in the Pro plan (which is €49 per month), the Userbot branding is still not removed from the chatbot.
Also, when you want more users than 200 or you want more live chat agents, the packages cost more:
- Free trial
- Free plan
- Price per month29
- Monthly pricing available?
- Money back guarantee
Userbot provides a dashboard in which you can see the number of messages, number of messages that are handled by the chatbot and average response time:
Also, you can analyze the user input that the chatbot didn’t understand:
This allows you to easily 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
Userbot provides no eCommerce integrations.
- Buy directly within the chatbot
- Cart abandonment
Templates & Cloning
Userbot provides 0 templates that you can use to create your chatbots.
Furthermore, it is not possible to create templates yourself and share those with others.
On the other hand, it is possible to duplicate your chatbot elements, which allow you to easily reuse them.
- Make template
- Share template
- Duplicate chatbot flows
- Duplicate chatbot elements
Userbot provides no support for optimization, such as A/B Testing.
- A/B Testing
Userbot provides its step-by-step guide, which explains how you can use their platform to make chatbots.
Furthermore, they have videos on Youtube, but these are only in Italian, and not English.
Also, they provide customer support over email.
- Customer support
So, should you buy Userbot to create your chatbots?
No, I wouldn’t recommend that.
Userbot is good in one thing: giving answers to questions. They have a good interface, an easy-to-use visual flow builder, built-in live chat, a native website widget, built-in AI & NLP, you can put your chatbot on four channels and decent analytics.
But there are also some drawbacks:
- You cannot make custom fields, tags or user segments (or see the info in a custom field)
- It is not possible to send broadcasts & sequences
- You cannot use conditions in your chatbot flows
- Limited chatbot elements
- Limited marketing possibilities
And for me, the disadvantages outweigh the advantages of Userbot. If Userbot would improve their live chat, the ability to see the info in a custom field and provide more marketing possibilities, I would definitely recommend them.
Important: I spoke with Antonio Giarrusso (CEO of Userbot) and he is aware of the drawbacks of Userbot and they are currently working on it. Userbot started as a Customer Service tool so all the marketing features have been delayed, but will be available in the next months.