Chatbot Vendor Lock-In Audit (Onboarding)

Chatbot Vendor Lock-In Audit (Onboarding)

1. 01

   Map the client's current chat and support stack before evaluating any chatbot platform

   Document existing contact forms, help desk tools, and live chat usage. This baseline determines which integrations matter and whether a chatbot will replace or augment current systems.

2. 02

   Score each candidate platform on data portability and export capabilities

   Request sample exports of chat transcripts, lead data, and configuration settings. Verify that the client can retrieve full conversation history and bot logic in a readable format without vendor assistance.

3. 03

   Test integration flexibility with the client's CRM, help desk, and analytics tools

   Use trial accounts to connect the chatbot to at least the client's primary CRM and help desk. Confirm that lead data flows both ways and that custom fields map correctly, not just default ones.

4. 04

   Assess white-label and rebranding options against the agency's multi-client model

   For agencies managing multiple client sites, platforms like onWebChat and SiteGPT offer full white-label capabilities, while Typebot and Eloqra do not. Determine whether per-client branding is a requirement or a nice-to-have.

5. 05

   Review the vendor's analytics depth for conversion and lead quality metrics

   Look beyond basic chat counts. Verify that the platform can attribute leads to specific pages, campaigns, or visitor segments, and that this data can be exported for client reporting.

6. 06

   Evaluate the AI training and escalation workflow for accuracy and human handoff

   Test how the bot learns from website content or FAQs, and how it escalates to a human agent. Confirm that the handoff includes full context and that the AI can be retrained without vendor lock-in.

7. 07

   Calculate total cost of ownership over 24 months, including per-seat and overage fees

   Compare pricing models across platforms like Havlo, which offers multi-site management, and Brevo's Chatra, which charges per agent. Factor in setup time, training, and potential migration costs if the client switches vendors.