Ultimate Guide to Chatbot Design: A Living Doc

Stefan Kojouharov, February 26, 2017

After looking at over 15 Billion Messages, talking with many of the top analytics companies, strategic partners, as well as looking at Chatfuel’s internal data we have been able to narrow down the characteristics of good design vs bad design.

Often times bot creators make a number of critical errors when designing their bot. In some cases, they might have a great use case, a good user experience but because of a few design errors, the entire experience falls apart. It can be like having an awesome meal with an old wine. Such nuances, can literally make or break your bot.

After looking at the data, we noticed that it naturally fell into 3 categories: critical problems, things users want, and major areas of opportunity. Features were ranked based on severity and frequency and color coded. Our hope is that we can begin checking off these errors and adding new ones as bot makers read this and improve their bots. For this reason, this will be a living document! You should save and reference this often as it will change, as bots change.

3 Types of Problems

General usability problems fall into 3 categories:

RED = Critical Features your Bot Must Have
Some of these are obvious, however they happen with such frequency that we had no choice but to add them. You should start here and move down the list. If you have any RED/Critical errors, you should address them right away!

Orange = Important Features Users Want
This is the next most important category… These are features users want which will dramatically improve your bots user experience. Look at your data and begin addressing these issues based on your particular situation.

Green = Features Users will Love
This is where you beat your top competitors! The nuance is here and the opportunity to really have a good bot starts here. Your goal, your aim should always be to delight your users.

Evolution of this Document

Over the past year bots have evolved in a major way. Just think about all of the features Facebook alone has added. In the near future many more new features and abilities will be added to bots. As bots evolve and get better over time, this document will also evolve to reflect the reality. We expect that this document will be completely different in a few months.

Leave Comments

This document is a living document and you are welcome to make comments, ask & answer questions and share insights within the doc. If you have any topic suggestions or areas of concern, please do so in the comments below and we will take a look!

This will be an awesome way to learn and interact with the community and meet other bot developers.


Here is the Doc:

Here is the Doc

Custom commands 2.0

Chatfuel Team, August 6, 2015

We just enabled the /commands tool on all your bots! It will allow you to create bots that are able to answer directly to your users ?Now let’s check what is new:

You can add commands based on everything a keyboard can type: “/contact”, “⚓️”, “Hello”, “Pictures ?” are all valid commands!

The bots are now able to answer in every format supported by Telegram: pictures, videos, audio, mp3, locations, text, or every kind of file.

You can add as many answers as you want to your bots: that mean that when your bot needs to reply to a request, he will choose one of the answers. And you can mix the file types (sometimes answer text, sometimes audio, sometimes pictures, for example),

The commands don’t require to be all displayed on the keyboard anymore. You can hide the one you don’t want to display, and only show the interesting one!

Start to add answer, then upload your photo album, the music album you just made, and then exit: everything is uploaded in one command!

Here is a new tutorial that explain step by step how to use it:

Have fun, and make your feedbacks here: ?

Enjoy it!

The Paquebot Team ⚓

Better commands implementation

Chatfuel Team, July 27, 2015

We’ve updated the commands support: we now display the commands on the keyboard ?☎️???. You have at least the start and stop commands shown, but also the about, if you’ve used the /setabout functionality ? And on the top will be displayed your custom commands (made with /setcommand ?)!

But that’s not over: we’ll improve the commands functionalities soon! And a lot of new stuff are ready to be coded, because your ideas are really good!!! Contact us whenever you want: /support ?

Enjoy your professional looking bots!