9 free chatbot templates to improve your customer experience
Drive great conversations with this collection of chatbot templates
May 07, 20246 MIN READ
What are chatbot templates?
Chatbot templates are pre-designed bot workflows that businesses can install into their conversational messaging or chatbot platform. Bot templates are predefined conversations generated by the chatbot software to simplify customer support.
Industry-specific chatbot templates cater to the unique needs of each business. The bot templates feature human-like chat scripts that can handle customer support without human agents.
What are the benefits of chatbot templates?
Chatbot templates reduce the burden on support agents and add consistency to your customer service responses.
First, they reduce the volume of support queries. AI chatbots can handle routine and repetitive queries that reduce the need for customer service reps to intervene at most points of the customer journey. This way, agents can focus their time and energy on complex and nuanced problem-solving while the bots handle simpler questions.
Chatbot templates also allow companies to customize out-of-the-box templates according to their needs and deploy them quickly, saving the time and effort required to build bots from scratch.
That’s not all—with chatbot templates, companies can also:
Customize bot templates to match their brand
Automate FAQs and enable agents to focus on complex issues
Provide better, faster, and faster customer service
Create chatbots in minutes
Improve customer engagement and lead generation
Improve conversion rates
Automate repetitive support tasks
Save time and costs
Make top-notch customer service a competitive advantage
Freshworks conversational support benchmark report
Free chatbot templates for key business functions
You’d be surprised how many queries chatbots can handle. This section highlights types of chatbot templates with different chatbot use cases.
Customer support
Customer support chatbot templates are like having a tireless, 24/7 customer service rep—always ready to help.
These templates ensure your customers get consistent, accurate, and immediate responses. Plus, they can handle multiple queries simultaneously—something even the best human can't match. This efficiency boosts customer satisfaction and can even increase sales.
Here are four types of chatbot templates:
FAQ template
FAQ chatbots are a lifesaver for answering those frequently asked questions. It's like a knowledgeable friend who's always there to clear up common questions about products, services, pricing, or policies.
Component | Description |
Triggers | - Shipping information - Return policy - Payment options |
Flow | 1. User Question: Detects trigger phrase. 2. Bot Response: Provides answer or asks for clarification. 3. User Follow-up: If needed, the user provides more details. 4. Final Bot Response: Delivers final answer or directs to resources. |
Messages | - Greeting: "Hello! I'm here to help answer your questions. What can I assist you with today?" - Shipping Information Response: - Return Policy Response: "You can return products within 30 days of purchase. For more details on returns, type 'Return Process'." - Payment Options Response: "We accept various payment methods including credit cards..." - Clarification/Follow-up: "I didn't quite get that. Could you please provide more details..."<br> - Fallback for Unrecognized Questions: "I'm not sure how to answer that. Would you like to speak with a human representative..." - Conclusion: "Is there anything else I can help you with today?" |
Troubleshooting template
Got a problem? This chatbot is your go-to. It guides customers through solving common issues, whether it's a tech glitch or a product malfunction. It's like a DIY guide, but smarter.
Component | Description |
Triggers | - Device not working - App crash - Login issues - Connectivity problems - Payment failure |
Flow | 1. User Issue: Detects a trigger phrase indicating a problem. 2. Bot Diagnostic Question: Ask specific questions to narrow down the issue. 3. User Response: User provides more details based on the diagnostic question. 4. Bot Solution: Offers step-by-step troubleshooting advice or further assistance options. 5. User Feedback: The user indicates if the problem is resolved or if further help is needed. 6. Final Step: If the issue is resolved, the bot concludes the interaction. If not, it may offer to escalate to a human agent. |
Messages | - Greeting: "Hi there! I'm here to help you solve any issues you might be facing. What seems to be the problem?" - Device Not Working Response: "I'm sorry to hear that. Can you describe what's happening with your device?" >- App Crash Response: "Let's get that sorted. When does the app usually crash?" - Login Issues Response: "Trouble logging in? Are you getting an error message?" - Connectivity Problems Response: "Connectivity can be tricky. Are you on Wi-Fi or using mobile data?" - Payment Failure Response: "Payment issues are frustrating. Did you receive any specific error message?" - Diagnostic Follow-Up: Based on user response, ask clarifying questions like "Did you recently update the app?" - Solution Offer: Provide step-by-step guidance or suggest restarting the device, checking network settings, etc. - Feedback Request: "Did this resolve your issue?" - Conclusion: "Is there anything else I can assist you with?" - Escalation Option: "Would you like to speak with a customer support agent for further assistance?" |
Order tracking template
The order tracking chatbot keeps customers in the loop. It provides real-time updates on orders, from processing to delivery.
Component | Description |
Triggers | - Track order - Order status - Where is my order? - Shipping update - Delivery time |
Flow | 1. User Query: Detects a trigger phrase related to order tracking. 2. Bot Request for Information: Asks for order number or customer details for tracking. 3. User Response: User provides order details. 4. Bot Status Update: Provides current order status and expected delivery information. 5. User Follow-up (Optional): User may ask additional questions if needed. 6. Bot Final Response: Offers further assistance or concludes the interaction. |
Messages | - Greeting: "Hi, I can help you track your order. Could you please provide your order number?" - Order Number Received: "Thank you. Let me check the status of your order." - Order Status Response: "Your order [order number] is currently [status]. It's expected to be delivered by [date]." - No Order Found: "I couldn't find an order with that number. Could you please double-check and provide it again?" - Further Assistance Offer: "Is there anything else you'd like to know about your order?" - Conclusion: "If you have any more questions, feel free to ask. Have a great day!" |
E-commerce
E-commerce chatbots interact with customers on e-commerce platforms, making the shopping experience smoother and more enjoyable.
Product recommendation template
This chatbot learns what customers like and suggests products they'll love. It's great for upselling and cross-selling. Analyzing customer preferences and browsing history can offer personalized recommendations, just like a savvy salesperson who knows exactly what customers are looking for.
Component | Description |
Triggers | - Looking for recommendations - Product suggestions - Help me find a product - Need gift ideas - What should I buy |
Flow | 1. User Inquiry: Detects a trigger phrase about product recommendations. 2. Bot Questionnaire: Asks a series of questions to understand the user's preferences and needs. 3. User Responses: User provides details like interests, budget, occasion, etc. 4. Bot Recommendations: Offers product suggestions based on the user's responses. 5. User Feedback (Optional): User reacts to suggestions, possibly asking for more options 6. Bot Final Response: Provides additional recommendations or concludes the interaction. |
Messages | - Greeting: "Hi! I can help you find the perfect product. What are you looking for today?" - Preference Inquiry: "What type of products are you interested in? (e.g., electronics, clothing, books)." - Budget Question: "Great choice! What's your budget for this?" - Occasion Inquiry: "Is this purchase for a special occasion or a specific purpose?" - Product Suggestions: "Based on your preferences, I recommend [Product A], [Product B], and [Product C]." - Feedback Request: "Do these suggestions meet your needs, or would you like more options?" - Conclusion: "If you need further assistance, feel free to ask. Happy shopping!" |
Abandoned cart template
This chatbot is like a gentle nudge that reminds customers of items in their cart or assists with changes. This template re-engages customers who have left items in their shopping cart, encouraging them to complete their purchase.
For more best practices, check out Freshworks’ guide to nurturing abandoned carts.
Component | Description |
Triggers | - Cart abandonment - Items left in cart - Incomplete checkout - Cart reminder - Unfinished purchase |
Flow | 1. Cart Abandonment Detection: Identifies when a user leaves items in their cart without completing the purchase. 2. Initial Message: The chatbot sends a reminder or inquiry about the abandoned cart. 3. User Response (if any): The user might respond with a query or ignore the message. 4. Follow-Up Message: Based on user interaction, the chatbot either provides further assistance or offers an incentive. 5. Closure or Escalation: Concludes the interaction or offers to connect with customer service for further help. |
Messages | - Initial Reminder: "Hey, we noticed you left some items in your cart. Can we assist you in completing your purchase?" - Incentive Offer: "Still thinking it over? How about a 10% discount to sweeten the deal? Use code CART10 at checkout." - Further Assistance Offer: "If you have any questions or need help with your order, I'm here to assist!" - No Response Follow-Up: "Just a reminder, we’ll save your cart items for the next 48 hours. Don't miss out!" - Closure: "Thanks for shopping with us. We're here whenever you're ready to complete your purchase." |
Lead generation
Lead generation templates for chatbots engage potential customers, gather valuable information, and ultimately, help convert those interactions into leads.
Why are they so important?
Imagine a potential customer visiting your website. They're curious, maybe a bit interested, but not quite ready to talk to a salesperson. This is where a lead generation chatbot steps in. It initiates a conversation, answers questions, and collects contact details in a friendly, non-intrusive way.
Contact information template
This chatbot is straightforward—it engages website visitors and collects basic information like name, email, and phone number. It's like a digital receptionist who welcomes and gathers info from your potential leads.
Component | Description |
Triggers | - Request for free resource - Interested in ebook/guide - Looking for more information - Download free material - Access free content |
Flow | 1. User Expresses Interest: Detects a trigger phrase showing interest in a free resource. 2. Bot Offers Resource: Informs about the free resource and asks for contact information. 3. User Provides Info: User submits their contact details. 4. Bot Delivers Resource: Shares the link to the free resource and thanks the user. 5. Closure or Follow-Up: Offers further assistance or additional resources. |
Messages | - Resource Offer: "Interested in our free guide on [Topic]? Just share your email, and I'll send it right over!" - Contact Info Request: "Great! Please provide your email address to receive the [Resource Name]." - Resource Delivery: "Thanks! Here's the link to download your free [Resource Name]: [Link]. Enjoy!" - Follow-Up Offer: "Would you like to know more about this topic or our services?" - Closure: "If you have any more questions in the future, feel free to reach out. Have a great day!" |
Event registration template
Perfect for webinars, workshops, or other events, this bot promotes your event and handles the registration process.
Component | Description |
Triggers | - Register for event - Event details - How to sign up - Event info - Join event |
Flow | 1. Event Inquiry Detection: Identifies when a user expresses interest in an event. 2. Bot Information Response: Provides key details about the event, like date, time, and topic. 3. User Interest Confirmation: Asks the user if they wish to register. 4. Registration Process: If the user wants to register, the bot collects necessary information (e.g., name, email). 5. Confirmation & Follow-Up: Confirms registration and provides follow-up details (e.g., event reminders). 6. Closure or Further Assistance: Concludes the interaction or offers additional help. |
Messages | - Initial Inquiry Response: "Interested in our upcoming event? It's about [Event Topic] on [Date]. Would you like to register?" - Registration Interest Confirmation: "Great! I just need a few details to sign you up. What's your name and email address?" - Registration Completion: "You're all set for [Event Name]! We'll send you a reminder email with all the details soon." - Further Assistance Offer: "Do you have any other questions about the event or need help with something else?" - Closure: "Thanks for registering! We look forward to seeing you at the event. Have a great day!" |
Customer communication
Customer communication chatbot templates provide important updates and facilitate interactive conversations between businesses and customers. They bridge the gap between the need for prompt customer service and the challenges of handling large volumes of inquiries.
Appointment booking template
Appointment booking chatbots help customers book, reschedule, or cancel appointments. These chatbots are especially useful for healthcare and real estate businesses that want to improve the customer experience.
Component | Description |
Triggers | - Book an appointment<br>- Schedule a meeting - Reserve a time - Appointment booking - Make a reservation |
Flow | 1. User Request: Identifies a trigger phrase related to booking an appointment. 2. Bot Inquiry: Asks for details like service type, date, and time preferences. 3. User Input: User provides the requested details. 4. Bot Confirmation: Offers available slots and confirms the appointment details. 5. User Confirmation: User confirms or requests changes. 6. Bot Final Message: Confirms the appointment and provides additional information or next steps. |
Messages | - Initial Inquiry: "Hi, I'm here to help you book your appointment. What service are you looking for?" - Date and Time Inquiry: "Great! What date and time are you considering?" - Available Slots Offer: "I have the following slots available: [time slots]. Which one works for you?" - Appointment Confirmation: "Your appointment is booked for [date and time]. You will receive a confirmation email shortly." - Rescheduling Option: "If you need to reschedule, just let me know!" - Closure: "Is there anything else I can assist you with today?" |
Customer feedback template
Customer feedback chatbots collect customer opinions, complaints, and ideas. They help you understand what your customers love and what they think could be better.
Component | Description |
Triggers | - Feedback - Rate our service - Share your experience - Suggest improvements - Customer review |
Flow | 1. User Engagement: Detects a trigger phrase related to feedback or review. 2. Bot Inquiry: Asks the user to share their feedback or rate their experience. 3. User Response: User provides feedback or rating. 4. Bot Acknowledgment: Thanks the user for their feedback and asks if they'd like to add more details. 5. User Additional Feedback (Optional): User can provide more detailed feedback. 6. Bot Conclusion: Expresses gratitude and offers further assistance if needed. |
Messages | - Initial Inquiry: "We value your opinion. How would you rate your experience with us today?" - Feedback Request: "Could you please share more about your experience? Your feedback is important to us." - Acknowledgment of Feedback: "Thank you for your feedback. It's crucial for us to improve our services." - Additional Feedback Inquiry: "Is there anything specific you'd like us to know or improve?" - Conclusion: "Thanks again for your valuable input. If there's anything else we can do for you, just let us know!" |
Discover the key priorities for CX leaders today
Check out more customizable industry chatbot templates by Freshworks
Airline/travel Chatbot Template
The airline chatbot template automates responses to incoming inquiries regarding flight bookings, flight status, ticket requests, and more. This bot template can be easily installed, modified, and deployed using no code, offering fast time to value.
Educational technology chatbot template
An EdTech chatbot is an automated conversation workflow used by the online education industry. Online educators can use the EdTech chatbot template to manage routine processes without live agent support. This bot template can help with all course-related processes, from signing up for a trial class to downloading the completion certification.
Online delivery chatbot template
An online delivery chatbot is an automated conversation workflow used in the delivery services industry. Delivery service operators can use this chatbot template to integrate chatbots into their website, mobile app, and messaging channels. It enables customers to get fast and personalized answers regarding order status, refunds, cancellations, and more, without the need to contact a live agent.
Financial services chatbot template
A FinServ chatbot is an automated conversation workflow used by financial services companies. FinServ businesses can deploy chatbots on their website, mobile apps, and messaging apps to interact with customers and address their most common queries. FinServ chatbots provide real-time responses and assist live agents in handling routine questions, reducing their workload. Businesses in the financial services sector can use this FinServ chatbot template to streamline processes related to applying for insurance, loans, equity, and more.
How to use chatbot templates
Using chatbot templates is an easy and quick way to build your bot. It's also a great learning opportunity. Even if you plan to create your chatbot from scratch, we recommend starting with chatbot templates to practice and understand what makes an effective bot.
Here's how to use chatbot templates:
Determine where you need chatbot assistance. Choose the specific area where you want the bot template to help.
Select a bot template. Each template serves a specific purpose. Choose the one that suits your needs.
Customize the bot template text. Templates come with pre-filled text, but make it more personalized for your brand by modifying what the bot communicates to your website visitors.
Add remove, or edit triggers. Decide when the bot should appear. Should it pop up when a visitor enters your website, clicks on a particular page, or only for new visitors? Adjust the triggers to suit your potential customers.
Test the chatbot template. Before deploying the bot to interact with your visitors, ensure everything functions correctly by testing the chatbot.
Save the chatbot template. Once you've finalized your conversation map, click the Save button.
Artificial + human intelligence = Smarter conversations with chatbot templates from Freshworks
Automate resolutions
Save time for your customers and agents by having your bot templates automate resolutions.
Digitize IVRs
Collect all the required context and triage your conversations to the relevant agent groups.
Scalability
Deliver scalable, intelligent support across all channels with chatbot templates and make your agents more productive.
Reduced handle times
With real-time resolutions, intelligent automation, and contextual agent handovers, you can significantly reduce your Average Handle Time.
Optimized support
Using our free chatbot templates, save money and reduce support staffing costs by front-lining your bots to take care of most of your customers’ repetitive questions.
Improved CSAT
Provide instant resolutions through intelligent self-service automation, generate qualified leads and subscribers, and create happy customer advocates for your brand.
FAQ
How can I create my own chatbot?
You can use a no-code chatbot platform with an intuitive interface and pre-built templates. Platforms like ManyChat or Chatfuel offer drag-and-drop functionality to design conversational flows. You can integrate these with APIs for added functionalities, all without needing programming skills. This approach lets you quickly launch a customized chatbot that is ideal for customer service, marketing, or information gathering.
Is there a free chatbot?
Freshworks offers a free AI chatbot via a 14-day free trial without requiring a credit card, allowing you to explore its features and capabilities. This trial period is an excellent opportunity to test the platform's chatbot functionalities, such as automated responses and user engagement tools, to see if it meets your needs.
What is the best chatbot builder?
Freshworks CSS comes with a standout chatbot builder known for its robust features and ease of use. It excels in creating intelligent, AI-driven chatbots that integrate with various business tools. Its user-friendly interface, powerful analytics, and customisation options make it an excellent choice for businesses seeking to enhance customer engagement and support.
Do I need to train my chatbots?
It depends on the type of chatbot you’re creating. Some simple chatbots may require minimal training, while more advanced ones may need extensive training to understand and respond to users' queries. However, many no-code chatbot platforms use natural language processing (NLP) technology to learn from user interactions and improve responses over time without manual training.
Ready to put your chatbot scripts into implementation?
Go with a tool that manages all your chats and records performance