Conversation design workflow

Go over the bot design process step by step, from planning to publishing.

Conversation design is about building and maintaining chatbots. Learn more here:

1. Plan

Planning your bot right is crucial to be efficient. This step encompasses:

Defining your goals
Exploring your tech
Designing your flowchart

2. Build

Now it's time to actually build your bot in Chatlayer. This means:

translating all of the steps you outlined in your design to the right blocks in Chatlayer
writing the full text for all of the bot messages

At the end of this stage you should have a first version of your bot ready for testing.

3. Test and improve

Test the first version of your bot thoroughly. Do not rely only on the bot builders themselves but also include people who were not involved. Advise testers to:

Go through each of the flows multiple times
Try all possible combinations of choices within the conversation
Try to trigger all bot messages to detect any bugs, spelling mistakes, or points where users might get stuck.

Make sure any issues testers find are resolved before publishing the bot.

4. Publish

Once issues have been resolved, you are ready to put your bot live. In the first few weeks after going live, closely monitor the traffic on your bot. This will not only give you insight into how many people are using the bot and how often but also allow you to identify key areas for improvement. By monitoring and analyzing user conversations it is possible to:

Identify if the bot is performing as intended: is it able to successfully help customers with the intended use cases, without any errors?
Reveal if users have any requests the bot is not yet set up to handle. If many users have such requests, it might be a good idea to expand your bot's scope and add extra use cases in the future.

Remember that conversation design is an iterative processes and a chatbot always remains a work in progress to meet new customer demands. Therefore, it is important to continually monitor your customer conversations and periodically revisit these steps to improve the experience.

5. Iterate

You would like to add a new use case to your chatbot? Go through the same steps and iterate to make your bot even better!

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3. Test and improve

Test the first version of your bot thoroughly. Do not rely only on the bot builders themselves but also include people who were not involved. Advise testers to:

Go through each of the flows multiple times

Try all possible combinations of choices within the conversation

Try to trigger all bot messages to detect any bugs, spelling mistakes, or points where users might get stuck.

Make sure any issues testers find are resolved before publishing the bot.

4. Publish

Identify if the bot is performing as intended: is it able to successfully help customers with the intended use cases, without any errors?

Reveal if users have any requests the bot is not yet set up to handle. If many users have such requests, it might be a good idea to expand your bot's scope and add extra use cases in the future.