Design the conversation |
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Conversation design for Business Messages
Get inspired to design high-quality conversations for various user journeys. |
How to approach the design
Review the sequence of steps for conversation design. |
Design prerequisites
Define the goals of the conversation and gather prerequisite information. |
Set the stage with a welcome message
Design a greeting to set the user's expectations and entice them to continue the conversation. |
Guide the interaction
Map out the conversation flow using rich features to guide the user. |
Be conversational
Use natural language to craft the chatbot's responses. |
Use both automation and live agents
Strategically use automation and human support to meet the user's needs. |
Re-engagement
Design a personalized follow-up to re-engage the user. |
Test, learn, optimize
Track metrics for conversational quality and refine or expand the design. |
Design samples |
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Design sample: Marketing
See how design guidelines apply to a marketing conversation, including JSON payloads you can adapt to your design. |
Design sample: Sales
See how design guidelines apply to a sales conversation, including JSON payloads you can adapt to your design. |
Design sample: Support
See how design guidelines apply to a support conversation, including JSON payloads you can adapt to your design. |