Designing bot's conversations are confusing.
It has nothing to see with the way you write on website's pages. It's about reproducing a real conversation as humans could have.
In this article, I will share with you seven dos and don’ts in bot's conversational design to provide the best user experience.
👍 Do be conversational
👍 Do use greetings and endings
👍 Do keep it short and sweet
You are writing a conversation, not an article.
If users wanted to read long explanations and description, they would visit your help center or blog.
So, when writing things down, think about how will the text look like when the user receives it.
If you must share some information, do the same thing a person would do in a chat, break it down into multiple bubbles.
Also, use buttons block or share a link to give users the choice to have more information on a specific subject.
👍 Do use emojis, GIFs, images and videos
When you message people, sometimes you add emojis to illustrate your feelings.
You can do the same with a bot.
With videos, you can go further as someone of your team can record himself and put his video in the conversation to make it more personal.
Our video recording feature is coming soon, you'll be able to create real conversations with it!
👍 Do allow for corrections
Be clear and specific about what you expect as answer; placeholders are helpful for that.
It's even better if you allow your users to make some corrections.
👎 Don't teach commands or give instructions
“If you want to see more options, click/type – more options – ?”
“Select one of the options below or click to see more options.”
“Would you like to see more options?”
👎 Don’t step out of character
Be consistent with writing habits and with the personality of your bot.
Happy building! 👋
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