1. What Is a Chatbot and How Does It Work?
A chatbot is a program that simulates real-time conversation with a user. In Facebook Messenger, bots operate based on pre-configured scenarios, automatically responding to user messages.
A chatbot's operation begins with activation, triggered when a user interacts with it—for example, by clicking the "Send Message" button.
The main goal of a chatbot is to be helpful by providing the client with the necessary information or service in a convenient format.
2. Why Your Business Needs a Chatbot
According to the Sprout Social Index research, 40% of users expect a brand response within one hour, and 79% want a reply within 24 hours. Meeting these expectations can be challenging without a large support team. In such cases, a chatbot becomes the ideal solution, providing:
- 24/7 availability without human involvement.
- Reduced customer service costs.
- Automatic collection of contact information from interested users.
Chatbots simplify customer interaction and help increase sales. Additionally, they allow businesses to store and use user contact data for future marketing efforts.
Who Can Benefit from Chatbots
- E-commerce stores: for delivery inquiries, business terms, and catalog navigation.
- Offline stores: informing about sales, promotions, and new arrivals.
- Financial and insurance companies: sending document packages and answering frequently asked questions.
- Educational platforms: providing course schedules and training programs.
- Technical support services: assisting users and offering guidance on service setup.
- Travel agencies: helping select tours and sending information about popular destinations.
- Restaurants, hotels, and beauty salons: enabling booking and notifying about special offers.
3. Where Can Chatbots Be Used?
3.1. On a Website or Landing Page
For websites, Customer Chat is developed—a window in the corner of the page that allows visitors to connect with the bot with one click. To create it, use no-code chatbot builders that generate a special code for embedding into HTML.
3.2. In Social Media
Chatbots work well for brand pages on Facebook. Users can instantly connect with the bot to get information or assistance, significantly simplifying interaction.
3.3. With Paid Advertising
Facebook ad campaigns can be integrated with chatbots. For example, the "Send Message" button redirects users directly to Messenger to start a conversation with the bot.
3.4. Using Referral Links
Referral links can direct users to a specific stage of the chatbot scenario. This is useful for separating advertising campaigns or managing multiple Facebook groups.
3.5. The "Send to Messenger" Option
Allows users to start a conversation with the bot with one click. Messages are sent to Messenger, making it easy to return to the conversation at a convenient time.
4. Chatbot Limitations and Drawbacks
Chatbots are not universal. They operate based on predefined scripts and may struggle with unusual or complex queries.
Who Should Avoid Chatbots
- Industries requiring highly specialized support (e.g., logistics or manufacturing).
- Businesses where personalization is critical (e.g., luxury brands).
- Projects where users prefer to find information independently (e.g., food delivery sites with detailed menus).
5. Chatbot Creation Platforms
You can create a chatbot without programming knowledge using specialized builders:
- ManyChat: intuitive interface, free plan available, paid features from $10/month.
- Chatfuel: English-language platform with templates, plans from $15/month.
- Botmother: Ukrainian-language service with audience segmentation, free trial plan, paid plans from $20/month.
6. Step-by-Step Guide to Creating a Chatbot
Using the Botmother platform as an example:
- Register on the platform and select the option to create a new bot.
- Set up the scenario: add greetings, buttons, and conversation logic.
- Connect the bot to your Facebook page.
- Test and launch.
Conclusion
A Facebook Messenger chatbot is a powerful tool that:
- Speeds up communication with customers.
- Saves company resources.
- Increases conversion rates and user satisfaction.
Almost any business can benefit from a chatbot. Setting one up requires only a user-friendly builder and a well-defined conversation scenario.