Every customer journey is different depending on the industry, product or solution, and the number of customer service channels employed by the business. However, in general, there are about 4-6 touchpoints that can involve a chatbot in a typical customer journey. Customers can interact with a chatbot on a company’s website, through social media channels like Facebook Messenger and WhatsApp, on phone calls using integrations like Twilio, on a mobile app, during their online retail shopping experience, or when giving post-purchase feedback. \r