Voiceflow Review 2024: Features, Pros and Cons, Pricing

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!

What is Voiceflow?

Voiceflow is a chatbot platform that allows you to create AI chatbots for websites, without writing any code.

You can create an advanced Voiceflow AI chatbot 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 Voiceflow 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 Voiceflow 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:

Creating your first chatbot flow is super easy with Voiceflow’s flow builder. During this Voiceflow review, I’ve noticed certain features that make it even easier.

For example, you can duplicate multiple chatbot elements by simply selecting them and doing Ctrl+C/Ctrl+V:

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 Voiceflow chatbot flow automatically 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!

Voiceflow 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

There 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 Voiceflow 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.

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:

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:

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

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):

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

Likewise, you can also add 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 4 types of data:

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

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

This block can also be used to just query an 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, the maximum number of tokens and custom instructions:

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 Voiceflow AI features are definitely a big plus!

Live Chat

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.

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.

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:

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

Integrations

Voiceflow doesn’t have any 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 Voiceflow integrations with other applications. In the flow builder, you have the API block that you can use to get or send information from other applications:

If that’s not enough, you can get even 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:

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.

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. This plan costs $50/editor/month.

For 5K knowledge base sources per agent, unlimited agents and 10 million monthly AI tokens, you can go for the Teams plan which costs $125/editor/month:

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:

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.

Templates

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.

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 its platform.  They also have a Youtube Channel where they share videos on how you can use the platform.

Additionally, Voiceflow 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:

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

Is Voiceflow worth it?

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. It offers the flexibility of creating custom chatbot flows,  as well as doing it 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 applications, so you should be able to create these yourself
• Minimal analytics to improve your chatbot

Frequently Asked Questions

Is Voiceflow free?

The answer to the common question “is Voiceflow free” is – yes and no.

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/editor/month and comes with 200 knowledge base sources per agent, up to 20 agents and 2M monthly AI tokens.
• Teams. This plan is $125/editor/month and comes with 3 editors, 5K knowledge base sources per agent, unlimited agents 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 is Voiceflow pricing?

Voiceflow pricing and cost depend 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 starts at $50/month.