Voiceflow Review 2024: Features, Pros and Cons, Pricing

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By Joren Wouters Updated on

Voiceflow is a chatbot platform to create advanced AI agents on websites. And over the last few months, it has become one of the most popular AI chatbot tools.

But should you use it to create your chatbots? In this in-depth Voiceflow review, I will cover all of its features, pros and cons, and pricing. And I will tell you when you should use it.

Let’s dive in!

Our Verdict

Our Verdict

Voiceflow is perfect for any business looking to add an AI chatbot to their website. Voiceflow both offers the flexibility of creating custom chatbot flows, while using the power of AI.

With Voiceflow, you can set up your chatbot flows within minutes, and can train the chatbot on your data (such as your website or documents). This is great for anyone looking to create lead generation or custommer support chatbots.

Voiceflow has a really good free plan and the first paid plan starting at $50/month.

Pros

  • Easy-to-use Flow Builder
  • Unlimited attributes
  • Native website widget
  • Built-in AI: Intents, Entities, Knowledge Base
  • Really good free plan

Cons

  • No direct integrations
  • No built-in livechat or livechat integration
  • Minimal analytics
Logo of Voiceflow
Go to Voiceflow
4.2
Plans cost
$50 to $625
Introductory offer
2 chatbots, 50 Knowledge Base Sources & 100K AI tokens
Standout features
Flow builder, Ease of Use, Built-in AI, Website Widget

What is Voiceflow?

Voiceflow is a chatbot platform to create advanced AI chatbots for websites.

With Voiceflow, you can create an advanced AI chatbot without writing any code using a drag-and-drop flow builder. Key features of Voiceflow include:

  • Flow builder to create chatbot flows
  • Collect user information with variables
  • Built-in AI: Intents, Entities & Knowledge Base
  • Advanced website widget
  • Enterprise-ready

Using the Voiceflow Flow Builder

When you get started with creating your assistant in Voiceflow, you can manage your chatbot from several tabs:

  • Designer – This is where you create your chatbot flows
  • Content – The place for your knowledge base information, intents, entities and more
  • Transcripts – An overview of all the conversations people had with your assistant
  • Analytics – Analytics dashboard showing stats of your chatbot
  • Integration – Overview of your website and other integrations
  • Settings – Here you can control the settings of your chatbot

When you start with your chatbot, you can divide your flows into topics in the left menu, so you can keep a good overview of your chatbot.

To create your chatbot flows, you can simply drag and drop blocks into the canvas. Each flow in Voiceflow starts with a trigger or an Intent. For example, you have the Start trigger that starts every time someone starts talking with your chatbot:

Screenshot of the FLow Builder in Voiceflow.

Creating your first chatbot flow is super easy with Voiceflow’s flow builder. Additionally, Voiceflow also has some nice features to make it even easier to work with. For example, you can duplicate multiple chatbot elements by simply selecting them and do Ctrl+C/Ctrl+V:

Copy and paste chatbot elements in Voiceflow

Or you can use keyboard shortcuts, such as ‘r’ that will bring you directly to testing your chatbot.

You can also test your chatbot directly from the Voiceflow interface. When you are doing this, the blocks in your chatbot flow automatically light up:

Screenshot of testing chatbot in Voiceflow, where the dialogs light up.

This is great, because it makes testing way easier. Now, you can see immediately what decisions your chatbot made and where you are in the chatbot flow.

Voiceflow is definitely among the easiest-to-use chatbot platforms on the market right now. By using the flow builder, you can set up your first chat automations in minutes!

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

Voiceflow offers many chatbot elements that you can add to your chatbot flows.

These chatbot elements are divided into 5 categories:

  • AI – For quering your knowledge base
  • Talk – Sending texts, images, videos, and galleries
  • Listen – Listening for input from users, such as clicking on buttons, getting email information or listening for intents
  • Logic – For adding conditions, setting variables, randomly assign people to paths (for A/B testing)
  • Dev – To create API calls, call custom functions or Execute Code

These are enough chatbot elements to create a good chatbot. And there are a few that I would like to point out that are especially useful:

Condition: This allows you to create personalized chatbot experiences for your chatbot users by creating “if-then” statements in your chatbot flows.

Go to Block: With the Go To Block element, you can reference another block in your chatbot. Because of this, you don’t need to copy-and-paste content, which is great when you want to build a scalable chatbot. Additionally, Voiceflow also has Components, which are reusable chatbot flows that you can use at the end of a conversation. For example, at the end of every conversation you could ask “Is your question answered?”.

Code and Function Blocks: With the Code and Function Blocks (seperate blocks) you can execute code within your chatbot flows, which is great for flexibility. With these blocks, the only limit is your imagination, because you can literally code anything you would like.

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?

Contacts

In Voiceflow, you can’t see an overview of all the contacts that talked with your chatbot, but you can see all the conversations in the Transcripts section:

Overview of chat transcripts of your Voiceflow assistant

For each conversation, you can see all the messages sent between the chatbot and that specific person. Unfortunately, it’s not possible to see the custom fields that are entered during that conversation, which is a bit of a drawback.

On the other hand, you can create unlimited variables in the Contents section in Voiceflow:

Collection of variables in Voiceflow

And then you can use these variables, by collecting user information with the Capture element in Voiceflow.

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

With Voiceflow, it is not possible to send broadcasts and sequences. This is also logical, because Voiceflow’s only channel is websites here broadcasts and sequences are not often used.

Also, it is possible to create a chatbot that handles multiple languages at the same time, but it is not so easy to translate it.

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?

Voiceflow AI features: Intents, Entities & Knowledge Base

Voiceflow has really advanced AI features, including Intents, Entities and training the chatbot on a knowledge base.

Intents & Entities

You can understand the intent of the user by creating an Intent and adding training phrases (called Utterances):

Set up Intents in Voiceflow

Then, you can use these intents to guide users to specific flows in your chatbot:

Start chatbot flow in Voiceflow with an intent.

Likewise, you can also add entities in Voiceflow:

Entities in Voiceflow

These entities can be used to automatically grab specific data points from a conversation. And you can also use them to validate data provided by users, such as emails.

Knowledge Base & Respond with AI

You can also train your chatbot on your own data using the Knowledge Base feature in Voiceflow. Here, you can train your chatbot on 5 types of data:

  • Plain text
  • Files (PDFs, Word documents or text files)
  • Website URLs
  • Or Zendesk Helpdesk articles

Knowledge base in Voiceflow

Once the knowledge base has been trained on the data, you can use it in your chatbot flows by using the Response AI block:

Response AI block in Voiceflow

This block can also be used to just query a AI model without using the knowledge base, which is great.

Moreover, you can also set specific settings for your knowledge base, such as the AI Model it uses (GPT-3.5, GPT-4 or Claude), the temperature, maximum number of tokens and custom instructions:

Knowledge base settings in Voiceflow

You can also “bring” your own LLM model, which is great for enterprises. For example, if your company doesn’t want to use ChatGPT for privacy reasons, you can just add your own LLM model to Voiceflow and use that.

So the AI features of Voiceflow are definitely a big plus!

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 Voiceflow, you can create chatbots for websites.

Additionally, you can also connect Voiceflow to any channel using their Dialog API. But of course, you need to code to set this up.

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?
Merge contacts across channels
Can you merge contacts across channels, when the same person contacts you over multiple channels?

Integrations

Voiceflow doesn’t have a built-in livechat or a direct livechat integration, which is a drawback, because you can’t hand over the conversation from your chatbot to a human. They do have the code for creating a live chat integration, but for most (non-technical) people that’s not a feasible option.

Likewise, they also don’t have any other direct integrations with other applications.

But Voiceflow has recently added Community Apps. With these apps, people in the Voiceflow community can build apps that you can use to extend the functionalities of Voiceflow. For example:

  • Flowbridge allows you to add Voiceflow to Facebook Messenger, Instagram and WhatsApp
  • And with Voiceglow you can easily customize the web chat widget of Voiceflow

And if you are a technical person yourself, you can still create integrations with other applications in Voiceflow. In the flow builder, you have the API block that you can use to get or send information from other applications:

API block in Voiceflow

If that’s not enough, you can even get more technical by using the Execute code block or by using Functions. With Functions, you can create reusable code blocks that you can use across your chatbot:

Use reusable code blocks (Functions) in Voiceflow

For example, every time someone shares their email, you can immediately send it to your CRM.

So integration-wise, I wouldn’t say Voiceflow is super beginner-friendly. But if you have some technical skills, you can still connect Voiceflow with 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

With Voiceflow, you can add a website widget to your website. You can customize this widget with your Assistant name, description, colours and icon:

Set up the appearance of your website widget in Voiceflow

It’s also possible to also send proactive messages with this widget, but you need to code for this.

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 Ref URL
Can you create a URL that goes to a specific flow inside your Facebook chatbot?
One-Time Notification
Send one-time 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
Button creator
Add a button to your website to drive users to your chatbot
Custom URLs
Generate a simple URL that can be shared anywhere to send users to your chatbot

Voiceflow Pricing

Voiceflow has a free plan and paid plans starting at $50/month.

Voiceflow’s free plan comes with 50 knowledge base sources per agent, 2 agents and up to 100K monthly AI tokens. I think this plan already gives you many features and for most small businesses this is enough to get started with.

If you need more, you can go with Voiceflow’s Pro plan. This plan has 200 knowledge base sources per agent, up to 20 agents and up to 2 million monthly AI tokens.

For 5K knowledge base sources per agent, unlimited agents and 10 million monthly AI tokens, you can go for the Teams plan which costs $625:

Pricing plans of Voiceflow

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?
50
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

Voiceflow provides an Analytics dashboard showing general information, such as the number of interactions, recognition rate, number of users and session, and the top intents:

Analytics dashboard in Voiceflow
Source Voiceflow

I think these analytics give you some insight on your chatbot, but this doesn’t allow you to improve specific flows or improve the answers of your chatbot.

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

Voiceflow does not provide any direct eCommerce integrations.

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

Voiceflow has 31 templates you can use to get started with your chatbot.

These templates are not only made by Voiceflow themselves, but also by the community (which I share more about in the Support section).

Likewise, you can also create these templates yourself and share these with others.

And just like the templates, you can also copy and paste your chatbot flows and elements.

Number of templates
How many pre-built templates does the chatbot platform provide?
31
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 Voiceflow, you can randomly assign people to a specific paths (good for A/B testing) with the Random block:

Random block in Voiceflow to split your traffic for A/B Testing

On the one hand, I think this block is useful, because you can split your traffic with this block. On the other hand, Voiceflow doesn’t provide any flow analytics, so I am not sure how you can analyze the results without creating an Analytics integration yourself.

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

Support

I think this is also a great part of Voiceflow. Voiceflow has an extensive knowledge base with lots of information on how you can use their platform. Additionally, they also have a Youtube Channel where they share videos on how you can use the platform.

Additionally, Voiceflow also has a large Discord community (9K members) with people willing to help you. If that’s not enough, they also provide a Community Resources page on their website, where the latest community templates, video tutorials, apps and integrations are shared:

Screenshot of the Voiceflow Community Resources page

Lastly, Voiceflow also has a chatbot (Tico) that you can always access from the top-right bottom when using the platform:

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 Voiceflow to create your chatbots?

Yes, you should.

Voiceflow is perfect for any business looking to add an AI chatbot to their website. Voiceflow both offers the flexibility of creating custom chatbot flows, while using the power of AI.

With Voiceflow, you can set up your chatbot flows within minutes, and can train the chatbot on your data (such as your website or documents). This is great for anyone looking to create lead generation or custommer support chatbots.

Voiceflow has a really good free plan and the first paid plan starting at $50/month.

Go to Voiceflow

When considering Voiceflow as your chatbot platform, you should also take these drawbacks into account:

  • No built-in livechat or livechat integration
  • It doesn’t provide direct integrations with other application, so you should be able to create these yourself
  • Minimal analytics to improve your chatbot

Frequently Asked Questions

Is Voiceflow free?

Voiceflow has a free plan that comes with 50 knowledge base sources per agent, 2 agents and up to 100K monthly AI tokens.

If you want more features, you need to go with one of their paid plan, that start at $50/month.

What are the plans of Voiceflow?

Voiceflow has four pricing plans:

  • Sandbox. This is Voiceflow’s free plan and comes with 50 knowledge base sources per agent, 2 agents and up to 100K monthly AI tokens.
  • Pro. This plan costs $50/month and comes with 200 knowledge base sources per agent, up to 20 agents and 2M monthly AI tokens.
  • Teams. This plan is $625/month and comes with 3 editors, 5K knowledge base sources per agent, unlimited agetns and 10M montly AI tokens
  • Enterprise. This plan is custom priced and comes with unlimited features of Voiceflow.

Is Voiceflow Open Source?

No, Voiceflow is not open-source. They only open sourced the chat widget you can put on your website. If you want to get the code of that, you can follow this link.

What is Voiceflow used for?

Voiceflow is used to build and scale AI agents for websites. You can use the platform to train an AI agent on your own data and create your own custom chat automations.

What are the costs of Voiceflow?

The costs of Voiceflow depends on how many features you want. It offers a free plan that comes with 50 knowledge base sources per agent, 2 agents and up to 100K monthly AI tokens.

If you want more features, you can go with one of the paid plans of Voiceflow, which start at $50/month.

Comments (4)

  1. Tahsim - Voiceflow

    Great piece! We also just added delays to toggle on your Chatbot experiences and solved all the loading errors you faced, sorry about that 🙂

    Templates are absolutely available! You can find them here: https://www.voiceflow.com/templates

    1. Joren Wouters

      Thank you, Tahsim! I’ve added the templates to my review 🙂

  2. Daian Gan

    Great article as usual. I created an open source Twilio integration for VoiceFlow a few months ago and I have been working with their API/SDK quite a lot for multiple projects, specially for Tenios IVR.
    Their strength is in the API for sure, it is more a dev focused platform as you mentioned.

    https://github.com/daiangan/voiceflow-twilio-ivr

    1. Joren Wouters

      Thank you for sharing, Daian!

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