How to create a chatbot – Everything you need to know

Find out what a chatbot is, how to create a chatbot, and use it to improve your business through customer support automation and digital marketing.

A chatbot is a computer program that “talks” to people through a text interface. It’s most commonly used on websites, within mobile apps, or on popular communication channels like Facebook Messenger and WhatsApp.

Its main purpose is to automate communication and make it easier for people to get information or services without needing to contact a real person.

In a business context, a chatbot can be your digital receptionist, sales advisor, customer support agent, or booking assistant, depending on how you set it up.

Basic types of chatbots

There are two main types of chatbots. They differ in how they generate responses.
1. Rule-based chatbot
This is the simplest form of chatbot. Its behavior is predefined and always follows set scenarios.

How it works:

• You set up a list of questions and their answers.
• The user selects from given options, usually by clicking a button.
• If a question outside the set is asked, this chatbot won’t know how to respond.

Where it’s used:

• Answering frequently asked questions.
• Quick assistance in searching for services or products.
• Sending welcome messages or booking confirmations.

2. AI-based chatbot
This type is much more flexible and “learns” from conversations. It uses technologies like natural language processing and machine learning to adapt to people.

What that means for people using the chatbot:

• They can ask questions in their own words, without choosing from pre-set options.
• The chatbot tries to understand what you’re actually looking for and offer the best possible answer.
• Over time, it gets better because it learns from every interaction.

Where it’s used:

• Advanced customer/client support that covers various inquiries.
• Advisors that help with choosing products or services.
• Automated problem-solving without involving staff.

What is a chatbot used for in business

A chatbot isn’t just for replying to messages.
In reality, it can take over some of the tasks that repeat every day, such as answering simple questions, handling bookings, and providing basic instructions to people.

Here’s what a chatbot most commonly does:
1. Quick answers to repeated questions
If you get the same questions every day. For example:

• What are your service prices?
• Where are you located?
• Are you open this Sunday?

The chatbot can automatically respond to such questions at any time of day or night. This way, you don’t waste time repeating the same information, and customers/clients don’t have to wait.

2. Collecting data on potential clients
A chatbot can ask simple questions like:

• What is your name?
• Which service are you interested in?
• When would you like an appointment?

People leave their contact or email address, the answers are saved, and you can follow up with new customers later.

3. Recommending products or services
Based on the answers, the chatbot can:

• Suggest a service/product that fits their needs
• Direct them to a specific product
• Help choose the option that suits them best

This feature is especially useful in e-commerce, booking systems, and educational platforms.

4. Automated bookings and orders
People can book an appointment or order a product directly in the chat with the chatbot. No need for phone calls or emails. Everything is quick and without waiting.

How to create a chatbot without technical knowledge

Creating a simple chatbot doesn’t require programming skills. Today, there are platforms that help you set everything up yourself, without writing a single line of code. You just need to know what you want the chatbot to do and set aside a bit of time to configure it.

Steps to create a chatbot

1. Define the purpose

Why do you want a chatbot? When you have a clear goal, it’s easier to design conversations and choose the right platform. Some of the most common reasons include:

• Answering questions
• Guiding people through your offer or ordering process
• Automating bookings
• Collecting data on potential clients

2. Write the conversation framework

Think of the chatbot as a person who talks to visitors on your website, then make a list of the following:

• What questions do you get most often?
• What do people ask first when they contact you?
• What answers do you want the chatbot to give?

Tip: Keep your answers short and clear so people can easily continue the conversation.

3. Choose the platform that suits you

Depending on where you plan to use the chatbot (on your website, in Messenger, WhatsApp), you can choose from these options:

• Tidio – easy to use for websites
• Chatfuel – good for Facebook Messenger
• ManyChat – great for social media
• Landbot – visual, block-based interface
• Dialogflow – more advanced, uses Google AI technology

Most of these tools have free versions that are good enough to get started.

4. Test the chatbot before publishing

Before putting the chatbot online, check:

• Does it respond to expected questions?
• Are there points where the conversation “gets stuck”?
• Is it clear to users what their options are?

Once the chatbot goes live, monitor how people use it from time to time and adjust the content if you notice anything unclear.

How to get the most out of a chatbot

Simply setting up a chatbot is not enough—it’s important to maintain and adapt it regularly. Here are a few tips:

• Offer clear options: At the beginning of the conversation, provide 2 to 4 choices, such as “Ask a question,” “Book an appointment,” or “View services.”
• Smart redirection: If the chatbot doesn’t know the answer, let it offer contact with a person or an option to leave a message.
• Tone of communication: Let the chatbot reflect your brand voice. If you’re relaxed and friendly, it should be too. If you’re formal and professional, the chatbot should match that style.
• Regular updates: Add new questions and answers if you notice that people are asking for something the chatbot doesn’t yet cover.

Does a chatbot make sense for you?

A chatbot is increasingly becoming part of business because it helps with things like quick responses, a more pleasant experience for website visitors, and lower operating costs. When set up the right way, a chatbot can lighten your workload and help your business grow.

For website owners and entrepreneurs, this means:

• More inquiries handled because you’re technically “available” 24 hours a day
• More free time because the chatbot handles repetitive tasks
• Clearer communication because people get the information they need right away

But a chatbot that truly helps isn’t just one running in the background. The best results come from a chatbot that is:

• Well designed
• Built around real questions from users
• Aligned with business goals

If you already have a website and communication channels, a chatbot could be your next smart move to save time and improve service.

Want to add a chatbot to your website but not sure where to start? Contact us and we’ll go through specific suggestions together.