Facebook Messenger Chatbot for Queue Management

The clients’ request was to build a smart appointment management system for American beauty points.  The automated queue management enables a higher level of time utilization and more convenient service for the end customers.

Financial Benefits

Lowering cost per conversation with a potential client

Lowering cost per live agent department keeping

Increasing stylist time for a service, not for queue management

Increasing revenue by queue management and filling all working hours without declined visits


Simplification of service ordering via chatbot

Quick appointment scheduling to the stylist

Queue management to avoid losing time and money

Avoiding any paper notebooks and involving stylist in scheduling


Complicated AI functionality for scheduling appointment

Request to include phone number to waiting list

Rescheduling or canceling appointments

Searching the available client just once there is a cancellation

Internal CRM for managing clients

Own calendar management with the ability to setup working hours and blackout dates


AWS Lambda is the computing service from that allows running code without creating, setting up and managing servers. The AWS Lambda helped to place code that provides the addition of stylists’ services name from the database to DialogFlow

AWS API Gateway is a service that allows for creating and maintaining a scalable API service, which can interact with any other Amazon service (Lambda, S3, App running on ec2 instance etc.) in the project.

Node.js is a server-side, asynchronous, event-driven runtime environment, that allows us to build a server-side application using javascript syntax with the most recent ES standards support.

Botkit is the Node.js framework, that has implemented some easy and convenient methods for working with different bot platforms and programming flow of the dialog with complicated business logic and various API integrations support.

DialogFlow the platform is necessary to gather and recognize a client’s intent and produce human-like responses.

PHP API was used to create the backend project portion. It allows us to focus not only on the framework code, but also the business logic.

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