Which chat channel should a small business automate first?
Start with the one channel where most of your customer questions already arrive. Get that bot answering well, then add the next channel. One bot done properly beats five half-finished ones.
Compare the chat bots
Short answer
Automate the channel that already carries the most customer questions, because that is where a bot saves the most time and where you have the most examples to teach it from. Add a second channel only after the first one answers correctly.
Step by step
- Count last month's customer messages by channel: website, each chat app, SMS and email.
- Note the channel with the most messages, and the one where replies are slowest.
- Check what people ask there. Repeated questions, bookings and order status suit a bot best.
- Start one bot on that channel and review its answers for two weeks.
- When it answers well, use the same information to start the next channel.
How to do it in AISNSIO
AI-SNS.IO offers one chat bot per channel: WhatsApp, Instagram, Facebook Messenger, Telegram, SMS and email. The website chat bot is a custom build for your site.
You sign up, manage your bots and handle billing in AI SNS CHAT, and you can use several channel bots together. Each bot learns from your website and documents.
What each channel bot is good at
Website
Answers visitors at any hour, greets them first, takes bookings and collects contact details.
Replies when you are closed, answers order status from your order system, and sends reminders and delivery updates.
Replies to DMs and Story mentions, guides people to Instagram Shop products and collects contact details.
Facebook Messenger
Answers messages to your Page, takes bookings with templates and workflows, and helps with orders.
SMS
Holds a two-way text conversation, sends booking reminders and answers delivery questions.
Writes and sends replies to frequent emails in your wording and connects to a ticketing system.
Signs you picked the right channel
- Customers get a correct answer without waiting.
- Fewer of the same questions reach your staff.
- Handed-over conversations are the ones that really need a person.
- You are adding answers to the bot's information less often each week.
Words on this page
Channel
A place where customers contact you: your website, a chat app, SMS or email.
Channel bot
A chat bot that works on one channel.
Order status
Where an order is now: received, shipped or delivered.
FAQ
Can I use more than one channel bot?
Yes. You can use several channel bots together and manage them in AI SNS CHAT.
What is the difference between a channel bot and AI SNS CHAT?
A channel bot answers customers on one channel, such as WhatsApp. AI SNS CHAT is the app where you sign up and manage your bots.
Is the website bot the same as the channel bots?
No. The website chat bot is built for your site as a custom project, while each channel bot covers one chat channel.
Related pages
Published by: Freeborn Inc. (株式会社フリーボーン) · Suita, Osaka, Japan · contact@ai-sns.io
Updated: