Last updated:
09.03.2026
Chatbot
A chatbot is a software-based system that automates conversations with users – either rule-based or using artificial intelligence. In business settings, chatbots handle tasks such as initial customer contact, answering FAQs, or qualifying leads. hellomateo integrates an intelligent chatbot directly into WhatsApp, allowing companies to scale their customer communication without hiring additional staff.
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The term chatbot is a combination of 'chat' and 'bot' (short for robot) and refers to a system that responds automatically and in real time to text messages. Chatbots are now present in many digital channels – on websites, in apps, and increasingly on messaging platforms like WhatsApp.
Rule-based vs. AI-based chatbots
Rule-based chatbots follow predefined decision trees: They react to specific keywords or menu selections and can only help in pre-defined scenarios. AI-based chatbots, on the other hand, use Natural Language Processing and understand free text input – they are more flexible, context-sensitive, and capable of learning. Areas of application for chatbots in marketing: Initial handling of inquiries: The chatbot answers immediately and around the clock. Lead qualification: Potential customers are categorized through targeted questions. Product and service recommendations: Personalized suggestions increase cross-selling and upselling. Appointment booking: Customers book appointments directly in the chat. After-sales service: Status inquiries, returns, and review requests are automated. Chatbot on WhatsApp with hellomateo: The WhatsApp Business API enables professional chatbot implementations. hellomateo provides a no-code interface that allows companies to configure, test, and optimize their WhatsApp chatbot without any programming knowledge. The integrated AI assistant enhances the chatbot with intelligent speech processing for more natural dialogues. Chatbots and GDPR: When using chatbots, data protection requirements must be observed: users must know that they are interacting with a bot, and consent must be given for data processing. hellomateo helps companies seamlessly integrate these requirements into the chat flow.