Good Practices for Chatbots Based on UX Writing

Bárbara Ramos Updated by Bárbara Ramos

Your chatbot's text needs to be objective but also conversational.

Here are some good practices to use in your conversational journey:

Onboarding:

  • It's like a business card for your chatbot.
  • It should introduce the chatbot's features to the user.
  • Be brief and direct.
  • Organize the options by order of importance and demand.
  • Use bold for the option numbers to make navigation easier.

Error Messages:

  • Explain the problem in a simple and clear way.
  • Offer a solution, when possible.

Personalization:

  • The more personalized the experience, the better for the user.

Instructions and Step-by-Step:

  • Avoid long texts.
  • Use bullet points, simplify words, improve spacing, and use bold.

Avoid Using "No":

  • Replace with positive phrases.

Using Emojis:

  • They make messages more attractive, informative, and meaningful.
  • They reduce cognitive effort and influence emotional states.

Variable Messages:

  • Use different messages to end the conversation.
  • This will make your chatbot more human.

Examples of Closing Messages:

  • Can I help you with anything else?
  • Is there anything else I can help you with?
  • Do you need help with anything else?

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