Chatbot checklist

Building a bot isn't so hard, but building a great bot takes a bit more effort. Here are some points to keep in mind when designing your bot, so that it can help your users in the best way possible.

Some of these points are important must haves, others are nice-to-haves. These are not key when designing a bot, but nevertheless important if you want to create a great user experience (which of course, you want to).

✅ Bot must haves

Your bot:

Example

Greets the user with a custom introduction

"Hi there, welcome to Bot Land."

Makes clear that its a bot, not a human

"I'm Chatter, your virtual assistant 👋"

States what it can do

"I can help you book a ticket or find the perfect destination for your next trip!"

Takes turns with the user

Bot says: “How can I help you?”

User says: “I want to book a ticket.”

Bot says: “Sure, where do you want to go?”

Tries to help the user in every way possible

If no human agents are available, provide an alternative way for the user to get help:

  • An email link

  • A phone number

  • A link to your website's support page

Apologizes when it can’t help

Bot says: “Sorry, but I can't help you with that just yet.”

Responds to grattitude

User says: “Thanks a lot!”

Bot says: “You’re welcome!”

End the conversation in a clear way

Bot says: “Bye bye 👋”

Uses empathy

User says: “My card got stolen!”

Bot says: “Oh no, that's terrible! Let me help you.”

Never uses ALL CAPS

It comes across as very aggressive – LIKE THE BOT IS SHOUTING AT THE USER

👏 Nice-to-haves

Your bot:

Example

Greets the user personally

"Hi Beyonce, welcome to Bot Land."

Uses buttons or quick replies to help the user get started

"What would you like to do?"

  • Book a ticket

  • Find a ride

  • Get in touch

States what it can do

"How can I help you?"

• Book a ticket

• Find luggage

• Get in touch

Acknowledges issues

“Sorry about that. Let me find someone who can help you.”

Has a well-defined personality and voice that matches your brand

Standard bot greeting “Hello, I’m your bot assistent.”

Formal company bot “Hello, Ms. Carter. How may I help you today?”

Funky company bot “Hey B, nice to see you again! What’s cookin’ today?”

Uses emojis if/when appropriate

Good: "Get in, we're going shopping 🛍"

Bad: "Sorry you lost your card 😎"

Collects user feedback about the conversation

"Before you go, how was this experience for you?"

  • Great!

  • Not so great...

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