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What Is Chatbot?
Tools & Templates
Updated 18 September 2026
Quick Answer
A chatbot is software that automatically responds to website visitors' messages — answering common questions, qualifying leads, or routing to a human — without needing a person available in real time.
Chatbot vs. Live Chat — What's the Difference?
| Chatbot | Live Chat | |
|---|---|---|
| Who responds | Automated software | A real person, in real time |
Why It Matters
- It answers common questions instantly, any time of day, without needing someone available around the clock.
- It can qualify or capture leads even outside business hours, rather than losing that visitor entirely.
How It Works
- Common questions and responses are set up in advance, or an AI-driven bot handles more open-ended queries.
- A visitor's message is matched to the closest relevant response.
- Complex queries can be routed to a human, or a contact form captured for follow-up.
Key Takeaways
- A chatbot automates responses without needing a person available in real time.
- It's most useful for common questions and capturing leads outside business hours.
- It works best alongside, not instead of, real human contact for complex queries.
Frequently Asked Questions
Do small businesses need a chatbot?
It's not essential, but it can capture leads and answer basic questions outside business hours when no one is available.
Will a chatbot feel impersonal to customers?
It can if it's the only option — most businesses use it alongside, not instead of, real human contact for complex queries.
Is a chatbot expensive to set up?
Many website platforms now include basic chatbot functionality, making it accessible even for a small budget.