Seven dos and don’ts in bot's conversational design

Learn seven dos and don’ts in bot's conversational design to provide the best user experience.

by Camille Franceschi in Guides

2 MIN READ | September 11, 2020

Do's and don'ts in bot conversational design

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

Wrong

Be conversational - wrong way

Right

Be conversational - right way

👍 Do use greetings and endings

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.

keep it short

👍 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!

Use Gifs images and emojis to make it more interactive

👍 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.

Allow your bot users for correction

👎 Don't teach commands or give instructions

Wrong

“If you want to see more options, click/type – more options – ?”

“Select one of the options below or click to see more options.”

Right

“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! 👋

author article
Camille Franceschi
CEO, Joonbot
@camillefrancesc
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