• One of the major mistakes is the lack of strategy. Without it, your chatbot will not have a clear function and will not bring any benefit to you or your clients.
  • Not informing the user that he /she is interacting with the chatbot is a huge mistake that can drop users experience very low.
  • Avoid interrupted correspondence. The chatbot must react and respond to any type of user interaction.
  • Not interesting, a non-engaging chatbot will not engage users, so they will not be encouraged enough for further interaction.
  • Users want to save time, so in many cases, it is very important to allow them to minimize their response time by using quick answer buttons.
  • Too many texts and high information flow can make the user leave the conversation.
  • A chatbot that submits incorrect information is a straightforward way to break the connection with the user.
  • Difficult unsubscribing not only negatively affects users experience but also creates the risk of your site being blocked.
  • If you do not improve and optimize chatbot it might become less effective.
  • Too much spam can not only lower your open and click rates, but also can destroy your good relationship with consumer.


When businesses, with extremely high expectations, decide to build chatbots on their own, they often get the opposite result - users are frustrated. Creating a poor user experience in correspondence, failing to chatbot, inability to handle common queries not only does not help your users but also reduces their satisfaction and users experience.

We have identified 10 major mistakes made by businesses building Messenger chatbots by themselves.


Messenger chatbot mistakes

  1. Lack of strategy
  2. What goals do you want to achieve by using a chatbot? Do you want to increase sales? Automate customer service? Or did you create chatbot just because it is trending but you do not quite understand why you need it?

    A clear goal will help you to create more value for your consumers and allow you to create a better user experience. When you know what your goal is, you will apply various chatbot features and capabilities effectively.

  3. Inappropriate consumer information and poor expectations
  4. To ensure good user experience, it is necessary to inform the consumer that he is interacting with the chatbot and present what he can expect from it.

    At first, let the chatbot introduce itself and explain its functions. By providing the consumer with clear information on how to communicate with the chatbot, the communication will be more effective.

    Pay attention to the welcome message when introducing the chatbot. The first message will make a first impression for consumer and will determine whether he wants to continue messaging.

  5. Interrupted chat
  6. When you encourage consumer to do some kind of interaction, ensure that the bot will respond to it even if it is done in another way. For example, if you provide a quick response button, chatbot also has to recognize the answer when consumer types in response manually.

    Do not leave consumers stuck in a messaging session when the chatbot gets different response than expected and stops responding.

  7. Not interesting, non-engaging chatbot
  8. The character gives your chatbot authenticity and encourages user engagement. When a chatbot is personified and has its own style, consumers spend more time in the chat. Warm and pleasant communication style makes consumers feel more comfortable.

    To create a unique character for your chatbot, answer the following questions: What would your brand be if it were a fictional character? Would it be an animal, or maybe a human? Robot? Is it male, female, or neutral? What would be the tone and style of his communication?

    The answers to these questions will help you develop the chatbot character and make it more acceptable for your consumer.

  9. Not using buttons
  10. Buttons is one of the key elements of user experience improvement. They allow the user to reply much faster than typing manually. Nowadays, users need convenience and speed, and that’s what quick reply buttons are made for.

    Buttons are also a great way to put a user into context and help him to understand what kind of response is expected.

    Chatbot analytics platform Dashbot has found out that people spend more time on chatbots that have quick reply buttons than those that need to type answers manually.

  11. Too much text
  12. Never send too long text messages in Messenger. Not only they are difficult to read, but they can scare the user away because of too many information. Information needs to be presented as interactively as possible. Try splitting long texts into several messages, include more visuals and of course, engage the user as much as you can.

  13. Messy chatbot
  14. Chatbots should be designed to handle a misunderstanding at any point in conversation. This means that a default message must to be sent in case of misunderstanding. This would allow user to continue conversation without starting from the beginning.

    If the chatbot notices too many keywords that might trigger different responses, it should first ask and additional question to find out what user is really expecting. This is a great way to avoid misunderstandings and to ensure that chatbot answers correctly.

    It is important to gather and analyze data in case to reduce the chances of incorrect answers.

  15. Difficult unsubscribing process
  16. Unsubscribing process has to be easy. If user will be unable to unsubscribe when he wants to, he might report you to Facebook and you might be blocked.
  17. Not improving and not optimizing your chatbot
  18. Even if you’ve spent a lot of time testing chatbot before release, do not forget to take some time and analyze the data. Check how chatbot handles various requests, where consumers drop off and make changes to optimize weak points. Focus on creating the best user experience and users will definitely engage with your chatbot.

  19. Too much spam
  20. Messaging apps are one of the most personal communication channels. People use it to communicate with their friends and family. This means that users are not used to receiving promotional messages in Messenger. Use this channel very carefully and avoid spamming, do not send messages too often, because it will lower your open and click rates.


The main goal of Messenger chatbot

Avoid making these mistakes when building chatbots. Focus on the most important thing – good user experience. If you are not sure if you will be able to do this, think carefully before creating a chatbot, will a self-created chatbot really add some value for your consumer or it can make things worse? To avoid bad consequences and get the best results from your chatbot – a professional messenger chatbot marketing agency is here for you.

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Founded in May of 2018, ChatMarketing is a digital agency specialising in conversational commerce. We are helping companies from e-commerce, healthcare, telecommunications, logistics and financial industries to reduce costs and increase sales by using NLP and conversational AI chatbots for customer service automation and Messenger marketing.
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