---
title: "Chatbot"
description: "A chatbot is software that converses with users in a messaging channel or web chat, answering questions and guiding them through tasks with buttons, menus or free text, and passing the conversation to a human when it cannot help."
canonical: "https://omnichannels.ai/glossary/chatbot/"
language: "en"
updated: "2026-10-10"
publisher: "BroadNet Technologies"
brand: "OmniChannels.ai"
---

# Chatbot

Canonical: https://omnichannels.ai/glossary/chatbot/
Language: en
Publisher: OmniChannels.ai by BroadNet Technologies

**Definition:** A chatbot is software that converses with users in a messaging channel or web chat, answering questions and guiding them through tasks with buttons, menus or free text, and passing the conversation to a human when it cannot help.

Chatbots range from rule-based flows (menus, keyword triggers, decision trees) to AI-powered bots that understand free text. Rule-based bots are predictable and easy to approve; AI bots handle varied questions but need guardrails and testing.

On WhatsApp, chatbots usually combine interactive messages (reply buttons and lists) and WhatsApp Flows for structured input such as booking forms. Business-initiated messages still need approved templates, while replies within the customer service window can be free-form.

Good bots state that they are automated, keep messages short, offer a clear way to reach a person, and remember context so customers do not repeat themselves. Measure containment, completion rate, handover rate and customer satisfaction.

In the GCC, bilingual Arabic-English support is expected. Let users switch language at any point and make sure Arabic text renders correctly in buttons and lists.

OmniChannels.ai provides chatbots through BroadNet AI on WhatsApp, web chat, voice and other channels, with handover to a human agent.