"Free-text" chat is when a user types their own message. The system then uses Natural Language Processing to try to interpret the message in order to provide the most relevant pre-written response. This is what people most commonly think of when they hear about "chatbots."
People can submit any question
People may get more frustrated at the ability to ask any question but not be able to get all questions answered.
The system may not be able to interpret what someone is saying
Left to right: screenshots of free-text chat from Ohio, Georgia, and California.