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Best Practices for Conversation Design
Consider the following points when designing your bot.
Required Editions
| View supported editions. |
| Your bot: | Must have | Nice to have | Examples |
|---|---|---|---|
| Greets the customer. |
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“Hi, I’m Helpful Bot, your support assistant.” | |
| Introduces itself as a bot. |
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| States what it can do. |
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Display menu items or buttons: Order Status Returns Store Locations |
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| Takes communication turns with the user. |
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Bot says: “Hi, I’m Helpful Bot, your support assistant.” Customer says: “I need to do a return.” Bot says: “Sure, I can help you with your return.” |
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| Leaves time for the user to read what it says. |
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Use the Bot Response Delay setting on your bot’s Overview page to pace your bot’s responses. | |
| Creates a path for follow-ups. |
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If no agents are available, provide an alternative way for the customer to get help. For example, provide an email link, a phone number, or store locations. | |
| Apologizes when it can’t do something. |
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Bot says, “Sorry about this, but we aren’t set up for deliveries just yet.” | |
| Gives and acknowledges gratitude. |
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Customer says, “Thanks!” Bot says, “You’re welcome!” |
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| Closes the conversation. |
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Bot says, “Bye for now!” | |
| Draws attention to buttons or menus. |
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Bot says, “Here are some things you can do:” Shop Check Order Status Connect to an Agent |
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| Addresses the customer by name. |
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Hi, Ariana. How can I help you? | |
| Lets the customer finish typing. |
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| Uses menus to help the customer get started. |
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Bot says, “Welcome! What would you like to do today?” Shop Check Order Status Get Store Locations and Hours |
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| Uses quick replies to help user end a conversational path. |
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Bot asks, “Does this answer your question?” Yes No |
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| Acknowledges trouble in chat. |
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Bot says, “Let me get someone who can help you.” | |
| Has a clear voice and tone that is consistent with that of your company. |
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Default bot greeting “Hi! I’m your helpful bot.” Formal company bot “Hello, Ms. Smith. How can we help you?” Rad company bot “Hi, Janet! What’s cookin’ today?” |
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| Avoids ALL CAPS (shouting). |
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| Uses emojis for levity. |
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| Collects customer feedback about the interaction with the bot. |
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Bot asks, “How was this experience for you?” Great! Not so great. |
- Maintain Chatbot Conversation Quality
The best industry chatbots include graceful solutions to error handling. Einstein Bots has many features to ensure data quality without creating frustration.
