I recently started using Chatbot Builder and, after an initial hurdle, I can say I’m very satisfied with the experience.

1. Chatbot performance and customization
Once properly trained — even by simply adding the URLs of your website pages — the chatbot works impressively well. The answers are accurate, comprehensive, and relevant, which makes it an effective tool for customer support and engagement. The customization options are also excellent, allowing you to adapt the chatbot’s appearance and behavior to your brand’s tone and style.

2. Plans and AI model setup
One point I still find a bit unclear is related to the Tier 1 Sumo plan: I’m not sure whether it allows the use of their default AI model out of the box or if it’s necessary to connect a custom AI model via API keys from OpenAI, Gemini, Anthropic, or OpenRouter for the chatbot to function. This doesn’t take away from the value of the offer — the product works extremely well — but clearer documentation on this point would be helpful.

3. Support — the real strength of the product
When I first set up the chatbot, I struggled with configuring my AI API keys because I assumed a basic in-house AI model was included. I contacted support, and they provided clear, step-by-step answers to all my questions. They even assisted me at length in solving an issue with Gemini API keys, which were returning failed responses (no output at all). Thanks to their technical intervention, the problem was resolved. The level of support I received was precise, prompt, and highly effective — definitely the product’s strongest point.

Overall:
A powerful, highly customizable chatbot solution backed by exceptional customer support. Once set up, it delivers top-quality results.