Your Ultimate Chatbot 🤖 Best Practices Guide

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data-controller="menu" data-target="show.content" hidden> <ul> <li data-target="menu.root"> <button class="c-menu__item v--top" data-target="menu.top">Product<span class="c-menu__arrow"><svg width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M12.67 6L8 10.67 3.33 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg></span></button> <div class="c-menu__sub"> <div class="c-menu__split"> <div> <ul> <li><a href="/ai/" class="c-menu__item">Artificial Intelligence<span class="c-menu_item v--description"><small>Generative AI for chats</small></a></li> <li><a href="/features/" class="c-menu__item">Features<span class="c-menu_item v--description"><small>Everything you need</small></span></a></li> <li><a href="/benefits/" class="c-menu__item">Benefits<span class="c-menu_item v--description"><small>See what you can gain</small></span></a></li> <li><a href="/features/visual-builder/" class="c-menu__item">Visual Builder<span class="c-menu_item v--description"><small>Create your ideal chatbot</small></a></li> <li><a href="/features/dynamic-responses/" class="c-menu__item">Dynamic Responses<span class="c-menu_item v--description"><small>Boost customer engagement</small></a></li> <li><a href="/features/analytics/" class="c-menu__item">Analytics<span class="c-menu_item v--description"><small>Make data-backed decisions</small></a></li> <li><a href="/features/connect/" class="c-menu__item">Connect<span class="c-menu_item v--description"><small>Be where your customers are</small></a></li> </ul> </div> <div> <p class="c-menu__header">Solutions</p> <ul> <li><a href="/solutions/chatbot-for-marketing/" class="c-menu__item v--m-button"><span class="c-menu__icon u-mr-sm v--single-color"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0)"> <path d="M11 5.71421V19.0504C10.9997 19.4642 10.8531 19.8646 10.5861 20.1811C10.3191 20.4976 9.9488 20.7099 9.54041 20.7805C9.13203 20.8511 8.71178 20.7756 8.35369 20.5673C7.99561 20.3589 7.72267 20.031 7.58297 19.6415L5.43597 13.5015M5.43597 13.5015C4.58719 13.1412 3.88915 12.5002 3.46 11.6851C3.03084 10.8701 2.89692 9.932 3.0809 9.0297C3.26488 8.12739 3.75546 7.31625 4.46962 6.73355C5.18378 6.15085 6.07765 5.83237 6.99997 5.83202H8.83197C12.932 5.83202 16.457 4.60003 18 2.83691V16.8141C16.457 15.051 12.933 13.819 8.83197 13.819H6.99997C6.4626 13.8198 5.93062 13.7111 5.43597 13.5015ZM18 12.8206C18.7956 12.8206 19.5587 12.505 20.1213 11.9434C20.6839 11.3817 21 10.6198 21 9.8255C21 9.03114 20.6839 8.26933 20.1213 7.70764C19.5587 7.14594 18.7956 6.83039 18 6.83039V12.8206Z" stroke="#1B1B20" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </g> <defs> <clipPath id="clip0"> <rect width="24" height="24" fill="white"/> </clipPath> </defs> </svg> </span>Marketing</a></li> <li><a href="/solutions/chatbot-for-sales/" class="c-menu__item v--m-button"><span class="c-menu__icon u-mr-sm v--single-color"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0)"> <path d="M3 2.71948H5L5.4 4.71622M5.4 4.71622H21L17 12.7032H7M5.4 4.71622L7 12.7032M7 12.7032L4.707 14.9924C4.077 15.6214 4.523 16.6966 5.414 16.6966H17M17 16.6966C16.4696 16.6966 15.9609 16.907 15.5858 17.2815C15.2107 17.6559 15 18.1638 15 18.6934C15 19.2229 15.2107 19.7308 15.5858 20.1053C15.9609 20.4797 16.4696 20.6901 17 20.6901C17.5304 20.6901 18.0391 20.4797 18.4142 20.1053C18.7893 19.7308 19 19.2229 19 18.6934C19 18.1638 18.7893 17.6559 18.4142 17.2815C18.0391 16.907 17.5304 16.6966 17 16.6966ZM9 18.6934C9 19.2229 8.78929 19.7308 8.41421 20.1053C8.03914 20.4797 7.53043 20.6901 7 20.6901C6.46957 20.6901 5.96086 20.4797 5.58579 20.1053C5.21071 19.7308 5 19.2229 5 18.6934C5 18.1638 5.21071 17.6559 5.58579 17.2815C5.96086 16.907 6.46957 16.6966 7 16.6966C7.53043 16.6966 8.03914 16.907 8.41421 17.2815C8.78929 17.6559 9 18.1638 9 18.6934Z" stroke="#1B1B20" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </g> <defs> <clipPath id="clip0"> <rect width="24" height="24" fill="white"/> </clipPath> </defs> </svg> </span>Sales</a></li> <li><a href="/solutions/chatbot-for-support/" class="c-menu__item v--m-button"><span class="c-menu__icon u-mr-sm v--single-color"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0)"> <path d="M5.121 17.3819C7.21942 16.1977 9.58958 15.5772 12 15.5808C14.5 15.5808 16.847 16.2348 18.879 17.3819M15 9.59063C15 10.385 14.6839 11.1468 14.1213 11.7085C13.5587 12.2702 12.7956 12.5857 12 12.5857C11.2044 12.5857 10.4413 12.2702 9.87868 11.7085C9.31607 11.1468 9 10.385 9 9.59063C9 8.79628 9.31607 8.03446 9.87868 7.47277C10.4413 6.91108 11.2044 6.59552 12 6.59552C12.7956 6.59552 13.5587 6.91108 14.1213 7.47277C14.6839 8.03446 15 8.79628 15 9.59063ZM21 11.5874C21 12.7673 20.7672 13.9357 20.3149 15.0259C19.8626 16.116 19.1997 17.1066 18.364 17.9409C17.5282 18.7753 16.5361 19.4372 15.4442 19.8887C14.3522 20.3403 13.1819 20.5727 12 20.5727C10.8181 20.5727 9.64778 20.3403 8.55585 19.8887C7.46392 19.4372 6.47177 18.7753 5.63604 17.9409C4.80031 17.1066 4.13738 16.116 3.68508 15.0259C3.23279 13.9357 3 12.7673 3 11.5874C3 9.20431 3.94821 6.91886 5.63604 5.23379C7.32387 3.54871 9.61305 2.60205 12 2.60205C14.3869 2.60205 16.6761 3.54871 18.364 5.23379C20.0518 6.91886 21 9.20431 21 11.5874Z" stroke="#1B1B20" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </g> <defs> <clipPath id="clip0"> <rect width="24" height="24" fill="white"/> </clipPath> </defs> </svg> </span>Support</a></li> <li><a href="/solutions/chatbot-for-education/" class="c-menu__item v--m-button"><span class="c-menu__icon u-mr-sm v--single-color"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0)"> <path d="M8 20.4568V12.969L12 10.7507M12 14.4666L21 9.47475L12 4.48291L3 9.47475L12 14.4666ZM12 14.4666L18.16 11.0502C18.9705 13.1049 19.2005 15.3423 18.825 17.5186C16.2886 17.7644 13.8972 18.8131 12 20.5117C10.1031 18.8133 7.71208 17.7646 5.176 17.5186C4.8002 15.3423 5.03023 13.1048 5.841 11.0502L12 14.4666Z" stroke="black" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </g> <defs> <clipPath id="clip0"> <rect width="24" height="24" fill="white"/> </clipPath> </defs> </svg> </span>Education</a></li> <li><a href="/chatbot-for-enterprise/" class="c-menu__item v--m-button"><span class="c-menu__icon u-mr-sm v--single-color"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M3 11h2a2 2 0 012 2v1a2 2 0 002 2 2 2 0 012 2v3M8 4v1.5A2.5 2.5 0 0010.5 8h.5a2 2 0 012 2 2 2 0 004 0 2 2 0 012-2h1m-5 12.5V18a2 2 0 012-2h3m1-4a9 9 0 11-18 0 9 9 0 0118 0z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg></span>Enterprise</a></li> <li><a href="/chatbot-for-healthcare/" class="c-menu__item v--m-button"><span class="c-menu__icon u-mr-sm v--single-color"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <g clip-path="url(#clip0)"> <path d="M4.31804 6.7579C3.90017 7.17509 3.5687 7.67035 3.34255 8.21543C3.1164 8.76051 3 9.34472 3 9.93471C3 10.5247 3.1164 11.1089 3.34255 11.654C3.5687 12.1991 3.90017 12.6943 4.31804 13.1115L12 20.781L19.682 13.1115C20.526 12.269 21.0001 11.1262 21.0001 9.93471C21.0001 8.74318 20.526 7.60044 19.682 6.7579C18.8381 5.91536 17.6935 5.44203 16.5 5.44203C15.3066 5.44203 14.162 5.91536 13.318 6.7579L12 8.07375L10.682 6.7579C10.2642 6.34072 9.7681 6.00979 9.22213 5.784C8.67616 5.55822 8.09099 5.44202 7.50004 5.44202C6.90909 5.44202 6.32392 5.55822 5.77795 5.784C5.23198 6.00979 4.7359 6.34072 4.31804 6.7579Z" stroke="black" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </g> <defs> <clipPath id="clip0"> <rect width="24" height="24" fill="white"/> </clipPath> </defs> </svg> </span>Healthcare</a></li> </ul> </div> </div> <a href="https://accounts.livechat.com/signup?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories&source_url=https://www.chatbot.com/chatbot-best-practices/&source_type=website" data-controller="utm-tracking" data-target="utm-tracking.element" class="c-menu__foot-action v--only-desktop"> Start a free 14-day trial<svg width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M14 8H2m7.33-4.67L14 8 9.33 3.33zM14 8l-4.67 4.67L14 8z" stroke="#1B1B20" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </a> </div> </li> <li data-target="menu.root"> <a class="c-menu__item v--top" href="/pricing/" data-target="menu.top">Pricing</a> </li> <li data-target="menu.root"> <button class="c-menu__item v--top" data-target="menu.top">Integrations<span class="c-menu__arrow"><svg width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M12.67 6L8 10.67 3.33 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg></span></button> <div class="c-menu__sub v--single"> <div> <div> <ul> <li><a href="/integrations/chat-widget/" class="c-menu__item"> <span class="c-menu__icon u-mr-xs"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M16.2727 10.9888V12.7321C16.275 12.8503 16.2429 12.9667 16.1802 13.0673C16.1176 13.168 16.027 13.2487 15.9193 13.2999C14.6924 13.8819 13.3557 14.2028 11.9956 14.2417C10.6366 14.2039 9.30068 13.8846 8.07421 13.3043C7.96553 13.2529 7.87416 13.1716 7.81107 13.0701C7.74798 12.9686 7.71585 12.8512 7.71854 12.7321V10.9888C7.7215 10.9089 7.74408 10.831 7.78434 10.7617C7.82459 10.6924 7.88131 10.6338 7.94958 10.5911C8.01785 10.5483 8.09562 10.5227 8.17617 10.5163C8.25672 10.51 8.33762 10.5231 8.41188 10.5546C9.54285 11.0472 10.7602 11.3165 11.9956 11.3473C13.2314 11.3178 14.4495 11.0501 15.5816 10.5591C15.6554 10.5282 15.7357 10.5153 15.8156 10.5217C15.8955 10.528 15.9727 10.5534 16.0405 10.5956C16.1084 10.6378 16.1649 10.6956 16.2054 10.764C16.2458 10.8325 16.2689 10.9096 16.2727 10.9888Z" fill="#0066FF"/> <path d="M20.8964 15.0722C20.805 16.13 20.3122 17.1144 19.5172 17.8276C18.7221 18.5409 17.6836 18.9302 16.6103 18.9173H14.2467L9.74452 21.8117V18.9173L14.2467 16.0229H16.6148C16.9499 16.0349 17.2771 15.9206 17.5303 15.7033C17.7835 15.4859 17.9439 15.1816 17.979 14.8518C18.1166 12.627 18.1053 10.3957 17.9452 8.17239C17.9181 7.87582 17.784 7.5988 17.5675 7.39195C17.3509 7.1851 17.0663 7.06223 16.7657 7.0458C15.2304 6.95229 13.6141 6.8944 11.9956 6.8944C10.3771 6.8944 8.76079 6.94784 7.22555 7.05471C6.92494 7.07114 6.64034 7.19401 6.42376 7.40086C6.20718 7.60771 6.07309 7.88473 6.04598 8.1813C5.88587 10.4046 5.87459 12.6359 6.01221 14.8607C6.04946 15.1889 6.21074 15.491 6.46372 15.7065C6.71671 15.9221 7.0427 16.0351 7.37637 16.0229H9.74452V18.9173H7.38087C6.30876 18.9279 5.27222 18.5372 4.47903 17.8237C3.68584 17.1102 3.19461 16.1266 3.1038 15.07C2.95492 12.697 2.9662 10.3168 3.13757 7.94529C3.22266 6.96185 3.66028 6.04086 4.37148 5.34846C5.08269 4.65606 6.02066 4.23783 7.0162 4.16921C8.61897 4.05566 10.3073 4 11.9956 4C13.6839 4 15.3722 4.05566 16.975 4.16921C17.9736 4.23606 18.9148 4.65466 19.6281 5.34908C20.3413 6.0435 20.7793 6.96775 20.8627 7.9542C21.0337 10.3235 21.045 12.7014 20.8964 15.0722V15.0722Z" fill="#0066FF"/> </svg> </span>Chat Widget<span class="c-menu_item v--description"><small>Support website visitors 24/7</small></span> </a></li> <li><a href="/integrations/livechat/" class="c-menu__item"> <span class="c-menu__icon u-mr-xs"><svg width="24" height="24" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M20.89 14.19a4.25 4.25 0 01-4.29 3.88h-2.36L9.74 21v-2.93l4.5-2.92h2.37a1.32 1.32 0 001.36-1.18c.14-2.25.13-4.5-.03-6.75a1.25 1.25 0 00-1.18-1.14 78.1 78.1 0 00-9.54 0 1.25 1.25 0 00-1.18 1.15 51.1 51.1 0 00-.03 6.75 1.32 1.32 0 001.36 1.17h2.37v2.92H7.38A4.25 4.25 0 013.1 14.2c-.15-2.4-.13-4.8.04-7.2A4.18 4.18 0 017 3.17a70.3 70.3 0 019.96 0A4.18 4.18 0 0120.85 7c.17 2.39.19 4.8.04 7.19z" fill="#FF5100"/></svg></span>LiveChat<span class="c-menu_item v--description"><small>Get closer to your customers</small></span> </a></li> <li><a href="/integrations/helpdesk/" class="c-menu__item"> <span class="c-menu__icon u-mr-xs"><svg fill="none" xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24"><path d="m12 11.015 4.583-4.044H12c-1.622 0-3.236.055-4.77.163-.3.018-.584.144-.8.356-.215.213-.35.496-.377.8a45.659 45.659 0 0 0-.128 3.376v.668c0 1.202.05 2.402.126 3.367.028.304.162.587.378.8.217.211.5.337.801.354 3.177.222 6.365.222 9.542 0 .3-.017.584-.143.8-.355a1.28 1.28 0 0 0 .377-.8c.072-.914.115-2.036.124-3.172L21 9.943v2.578c0 1.214-.056 2.42-.133 3.41a4.28 4.28 0 0 1-1.233 2.674 4.156 4.156 0 0 1-2.65 1.212A65.651 65.651 0 0 1 12 20c-1.688 0-3.375-.06-4.98-.174a4.159 4.159 0 0 1-2.651-1.212 4.28 4.28 0 0 1-1.234-2.676A48.179 48.179 0 0 1 3 12.334v-.668c0-1.282.056-2.564.135-3.607A4.278 4.278 0 0 1 4.37 5.386a4.153 4.153 0 0 1 2.65-1.21A69.245 69.245 0 0 1 12 4h9v2.971l-9 7.936-4.205-3.705 2.21-1.945L12 11.015Z" fill="#2FC774"/></svg> </span>HelpDesk<span class="c-menu_item v--description"><small>Scale your support services</small></span> </a></li> <li><a href="/integrations/facebook-messenger/" class="c-menu__item"> <span class="c-menu__icon u-mr-xs"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12 3C6.93075 3 3 6.71442 3 11.7292C3 14.3525 4.0755 16.6203 5.826 18.1862C5.97225 18.3166 6.06225 18.5011 6.06675 18.6991L6.11625 20.301C6.132 20.8117 6.6585 21.1446 7.1265 20.9377L8.913 20.1502C9.06375 20.0827 9.23475 20.0715 9.3945 20.1142C10.2158 20.3392 11.0888 20.4607 12 20.4607C17.0693 20.4607 21 16.7463 21 11.7315C21 6.71667 17.0693 3 12 3Z" fill="url(#paint0_radial)"/> <path d="M6.59536 14.2827L9.23911 10.0891C9.65986 9.42093 10.5599 9.25669 11.1921 9.72915L13.2959 11.3063C13.4894 11.4502 13.7549 11.4502 13.9461 11.304L16.7856 9.1487C17.1636 8.86073 17.6586 9.31519 17.4066 9.7179L14.7606 13.9093C14.3399 14.5775 13.4399 14.7417 12.8076 14.2692L10.7039 12.6921C10.5104 12.5482 10.2449 12.5482 10.0536 12.6944L7.21411 14.8497C6.83611 15.1377 6.34111 14.6855 6.59536 14.2827Z" fill="white"/> <defs> <radialGradient id="paint0_radial" cx="0" cy="0" r="1" gradientUnits="userSpaceOnUse" gradientTransform="translate(6.465 20.8988) scale(19.6128 19.6111)"> <stop stop-color="#0099FF"/> <stop offset="0.6098" stop-color="#A033FF"/> <stop offset="0.9348" stop-color="#FF5280"/> <stop offset="1" stop-color="#FF7061"/> </radialGradient> </defs> </svg> </span>Facebook Messenger<span class="c-menu_item v--description"><small>Engage your followers</small></span> </a></li> <li><a href="/integrations/shopify/" class="c-menu__item"> <span 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action="https://accounts.livechat.com/signup?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories" method="GET" data-controller="signup utm-tracking" data-target="utm-tracking.element" data-action="signup#submit" class="o-input-group u-mb-lg"> <input type="email" name="email" class="" data-target="signup.email" placeholder="Enter your email" aria-label="Business Email" required> <input type="hidden" name="source_id" value="header_cta"> <input type="hidden" name="source_url" value="https://www.chatbot.com/chatbot-best-practices/"> <input type="hidden" name="source_type" value="website"> <div class="o-input-group__append"> <button type="submit" class="c-btn v--signup" style="padding: 20px">Sign up free</button> </div> </form> <p class="u-text-center"><a href="https://accounts.livechat.com/signin?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories" 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data-track-action="Signup Redirect" data-track-label="Sign up free - Top Nav" data-action="track#send">Sign up free</a> </div> </div> <div class="u-bg-white u-border-t u-border-gray-900 b--u-py-1 b--u-text-2xs u-text-center u-hidden"> Automate your customer service. <a href="https://accounts.livechat.com/signup?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories?source_id=header_cta&source_url=https%3a%2f%2fwww.chatbot.com%2fchatbot-best-practices%2f&source_type=website" class="c-link b--u-text-medium" data-controller="track utm-tracking" data-target="utm-tracking.element" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="Sign up free - Top Nav" data-action="track#send">Sign up free</a> </div> </div> <div > <div class="u-overflow-hidden"> <section class="o-container u-Py-md lg:u-Py-2xl u-relative t-best-practices"> <div class="o-decor t-decor-best-practices"> <img src="/chatbot-best-practices/feature-background.867973a3dd0baa61c51cc0e2db2ea1c9bb68ba7e2cf0ff9474e9cf9e047a9f99.png" srcset="/chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_366x0_resize_lanczos_3.png 366w, /chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_372x0_resize_lanczos_3.png 372w, /chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_378x0_resize_lanczos_3.png 378w, /chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_384x0_resize_lanczos_3.png 384w" alt="" class="md:u-block t-decor-best-practices--left" > <img src="/chatbot-best-practices/feature-background.867973a3dd0baa61c51cc0e2db2ea1c9bb68ba7e2cf0ff9474e9cf9e047a9f99.png" srcset="/chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_366x0_resize_lanczos_3.png 366w, /chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_372x0_resize_lanczos_3.png 372w, /chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_378x0_resize_lanczos_3.png 378w, /chatbot-best-practices/feature-background_hucc5c412b4e2a4e3a381a9697cc207f98_4306_384x0_resize_lanczos_3.png 384w" alt="" class="md:u-block t-decor-best-practices--right" > </div> <div class="o-feature t-feature-best-practices"> <div class="md:u--mr-md"> <h1 class="u-text-p1">Chatbot <br /><span class="u-bg-accent u-rounded u-px-sm">Best Practices</span></h1> <div class="u-text-p5 u-Mb-sm">Essential tips that will help you design a <strong>successful chatbot for your business.</strong></div> <p class="u-text-p6"> If you're reading this guide, you're probably about to implement a chatbot into your business. You're wondering which chatbot platform is the best and how it can help you. Well, this guide provides all the golden rules for implementing a chatbot. It points out the most common chatbot mistakes and shows how to avoid them. It can help you create an effective chatbot strategy and make the most out of chatbots for your online business. </p> </div> <div> <img src="/chatbot-best-practices/header-image.74cb3dd409a81b748366d6b1e6463c08d58ece198885d7be79244b9b4c8de93a.png" srcset="/chatbot-best-practices/header-image_hu28fcf456f02b5c0de43a3739509a6144_44757_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/header-image_hu28fcf456f02b5c0de43a3739509a6144_44757_529x0_resize_lanczos_3.png 529w, /chatbot-best-practices/header-image_hu28fcf456f02b5c0de43a3739509a6144_44757_698x0_resize_lanczos_3.png 698w, /chatbot-best-practices/header-image_hu28fcf456f02b5c0de43a3739509a6144_44757_867x0_resize_lanczos_3.png 867w, /chatbot-best-practices/header-image_hu28fcf456f02b5c0de43a3739509a6144_44757_1036x0_resize_lanczos_3.png 1036w" alt="Chatbot widget" class="u-maxw-6 md:u-block best-practices-header-image-chatbot" width="500" height="400" > </div> </div> </section> </div>  <nav class="c-menu u-bg-accent u-mx-auto u-shadow-md u-justify-center u-items-center u-relative t-inner-nav-wrapper" data-controller="issticky" data-target="issticky.element" hidden> <div class="t-inner-nav-wrapper__inner u-flex u-justify-center u-mx-auto u-p-md u-px-lg u-items-center u-relative z-index"> <div class="c-menu u-bg-accent u-flex t-inner-nav" data-controller="menu" data-target="show.content"> <ul class="u-items-center u-justify-center"> <li data-target="menu.root"> <button class="c-menu__item v--top" data-target="menu.top"> Planning phase <span class="c-menu__arrow"> <svg width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M12.67 6L8 10.67 3.33 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span> </button> <div class="c-menu__sub v--single"> <ul> <li class="u-flex u-rounded"> <a href="#list-all-your-problems-first" class="u-ml-md"> List all your problems first </a> </li> <li class="u-flex u-rounded"> <a href="#choose-your-communication-channels" class="u-ml-md"> Choose your communication channels </a> </li> <li class="u-flex u-rounded"> <a href="#select-the-right-chatbot-solution" class="u-ml-md"> Select the right chatbot solution </a> </li> <li class="u-flex u-rounded"> <a href="#set-up-your-chatbot-kpis" class="u-ml-md"> Set up your chatbot KPIs </a> </li> <li class="u-flex u-rounded"> <a href="#plan-your-chatbot-story" class="u-ml-md"> Plan your chatbot story </a> </li> </ul> </div> </li> <li data-target="menu.root"> <button class="c-menu__item v--top" data-target="menu.top"> Building phase <span class="c-menu__arrow"> <svg width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M12.67 6L8 10.67 3.33 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span> </button> <div class="c-menu__sub v--single"> <ul> <li class="u-flex u-rounded"> <a href="#set-up-chatbot-greetings" class="u-ml-md"> Set up chatbot greetings </a> </li> <li class="u-flex u-rounded"> <a href="#design-your-chatbots-personality" class="u-ml-md"> Design your chatbot’s personality </a> </li> <li class="u-flex u-rounded"> <a href="#show-the-value" class="u-ml-md"> Show the value </a> </li> <li class="u-flex u-rounded"> <a href="#show-off-your-buttons" class="u-ml-md"> Show off your buttons </a> </li> <li class="u-flex u-rounded"> <a href="#let-your-chatbot-take-a-breather" class="u-ml-md"> Let your chatbot take a breather </a> </li> <li class="u-flex u-rounded"> <a href="#design-the-right-fallback-message" class="u-ml-md"> Design the right fallback message </a> </li> <li class="u-flex u-rounded"> <a href="#test-your-chatbot-the-right-way" class="u-ml-md"> Test your chatbot the right way </a> </li> </ul> </div> </li> <li data-target="menu.root"> <button class="c-menu__item v--top" data-target="menu.top"> Monitoring phase <span class="c-menu__arrow"> <svg width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M12.67 6L8 10.67 3.33 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span> </button> <div class="c-menu__sub v--single"> <ul> <li class="u-flex u-rounded"> <a href="#measure-and-improve-your-performance" class="u-ml-md"> Measure and improve your performance </a> </li> </ul> </div> </li> </ul> </div> <a href="https://accounts.livechat.com/signup?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories?source_id=header_cta&source_url=https%3a%2f%2fwww.chatbot.com%2fchatbot-best-practices%2f&source_type=website" class="c-btn v--signup v--sm t-signup-btn" data-controller="track utm-tracking" data-target="utm-tracking.element" data-track-category="Signup" data-track-action="Signup Redirect" data-action="track#send">Sign up free</a> </div> </nav> <div class="t-accordion-menu__container--sticky" data-controller="issticky" data-target="issticky.element"> <div class="u-w-full t-accordion-menu__container" data-controller="accordion-menu"> <button class="u-relative u-flex u-items-center u-mr-sm t-accordion-menu__toggle" data-action="click->accordion-menu#toggleMenu" data-target="accordion-menu.menuTrigger" aria-expanded="false"> Contents <svg xmlns="http://www.w3.org/2000/svg" viewbox="0 0 17 16" width="20" class="u-ml-xs"> <g fill="none" stroke="#1b1b20" stroke-linecap="square"> <path d="M1 3.5h15" class="t-accordion-menu__toggle-bar"/> <path d="M1 8h15" class="t-accordion-menu__toggle-bar"/> <path d="M1 12.5h15" class="t-accordion-menu__toggle-bar"/> </g> </svg> </button> <ul class="c-menu u-bg-accent u-items-center u-justify-start c-list u-px-0 t-accordion-menu u-overflow-hidden u-hidden" data-target="accordion-menu.menu"> <li class="u-w-full t-accordion-menu__root" data-target="accordion-menu.root"> <button class="c-menu__item v--top t-accordion-menu__root-button" data-target="accordion-menu.button" data-action="click->accordion-menu#onOpenSubMenu"> Planning phase <span class="c-menu__arrow"> <svg width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M12.67 6L8 10.67 3.33 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span> </button> <ul class="c-list t-accordion-menu__list"> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#list-all-your-problems-first" data-action="click->accordion-menu#toggleMenu"> <a href="#list-all-your-problems-first"> List all your problems first </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#choose-your-communication-channels" data-action="click->accordion-menu#toggleMenu"> <a href="#choose-your-communication-channels"> Choose your communication channels </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#select-the-right-chatbot-solution" data-action="click->accordion-menu#toggleMenu"> <a href="#select-the-right-chatbot-solution"> Select the right chatbot solution </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#set-up-your-chatbot-kpis" data-action="click->accordion-menu#toggleMenu"> <a href="#set-up-your-chatbot-kpis"> Set up your chatbot KPIs </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#plan-your-chatbot-story" data-action="click->accordion-menu#toggleMenu"> <a href="#plan-your-chatbot-story"> Plan your chatbot story </a> </li> </ul> </li> <li class="u-w-full t-accordion-menu__root" data-target="accordion-menu.root"> <button class="c-menu__item v--top t-accordion-menu__root-button" data-target="accordion-menu.button" data-action="click->accordion-menu#onOpenSubMenu"> Building phase <span class="c-menu__arrow"> <svg width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M12.67 6L8 10.67 3.33 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span> </button> <ul class="c-list t-accordion-menu__list"> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#set-up-chatbot-greetings" data-action="click->accordion-menu#toggleMenu"> <a href="#set-up-chatbot-greetings"> Set up chatbot greetings </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#design-your-chatbots-personality" data-action="click->accordion-menu#toggleMenu"> <a href="#design-your-chatbots-personality"> Design your chatbot’s personality </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#show-the-value" data-action="click->accordion-menu#toggleMenu"> <a href="#show-the-value"> Show the value </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#show-off-your-buttons" data-action="click->accordion-menu#toggleMenu"> <a href="#show-off-your-buttons"> Show off your buttons </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#let-your-chatbot-take-a-breather" data-action="click->accordion-menu#toggleMenu"> <a href="#let-your-chatbot-take-a-breather"> Let your chatbot take a breather </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#design-the-right-fallback-message" data-action="click->accordion-menu#toggleMenu"> <a href="#design-the-right-fallback-message"> Design the right fallback message </a> </li> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#test-your-chatbot-the-right-way" data-action="click->accordion-menu#toggleMenu"> <a href="#test-your-chatbot-the-right-way"> Test your chatbot the right way </a> </li> </ul> </li> <li class="u-w-full t-accordion-menu__root" data-target="accordion-menu.root"> <button class="c-menu__item v--top t-accordion-menu__root-button" data-target="accordion-menu.button" data-action="click->accordion-menu#onOpenSubMenu"> Monitoring phase <span class="c-menu__arrow"> <svg width="16" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><defs/><path d="M12.67 6L8 10.67 3.33 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span> </button> <ul class="c-list t-accordion-menu__list"> <li class="u-mx-lg t-accordion-menu__list-item" data-menu-target="#measure-and-improve-your-performance" data-action="click->accordion-menu#toggleMenu"> <a href="#measure-and-improve-your-performance"> Measure and improve your performance </a> </li> </ul> </li> </ul> </div> </div> <div class="u-overflow-hidden"> <section class="t-best-practices__planning-phase u-Pb-md md:u-Pb-xl lg:u-Pb-xl"> <div class="u-bg-accent u-pb-md u-Pt-sm"> <div class="t-best-practices__planning-phase-center u-maxw-9 u-mx-auto u-text-center u-P-sm md:u-P-md u-relative"> <div class="o-decor t-decor-best-practices"> <img src="/chatbot-best-practices/planning-phase-bg-icons-left.a3603834013b0ec5557fb64df58af3811d977d30aaa37938295f3d7665f61314.png" srcset="/chatbot-best-practices/planning-phase-bg-icons-left_hu958c61ac66f18d8f5c8931509660ea53_9197_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/planning-phase-bg-icons-left_hu958c61ac66f18d8f5c8931509660ea53_9197_605x0_resize_lanczos_3.png 605w, /chatbot-best-practices/planning-phase-bg-icons-left_hu958c61ac66f18d8f5c8931509660ea53_9197_850x0_resize_lanczos_3.png 850w, /chatbot-best-practices/planning-phase-bg-icons-left_hu958c61ac66f18d8f5c8931509660ea53_9197_1095x0_resize_lanczos_3.png 1095w, /chatbot-best-practices/planning-phase-bg-icons-left_hu958c61ac66f18d8f5c8931509660ea53_9197_1340x0_resize_lanczos_3.png 1340w" alt="" class="md:u-block t-decor-best-practices--left" > <img src="/chatbot-best-practices/planning-phase-bg-icons-right.0b691f70f0a2c7d93ac42a01338029ee74700e653fb58c3731c186dfe4ee15c8.png" srcset="/chatbot-best-practices/planning-phase-bg-icons-right_hub633f0461987a741b1ae4fec7c531028_11762_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/planning-phase-bg-icons-right_hub633f0461987a741b1ae4fec7c531028_11762_549x0_resize_lanczos_3.png 549w, /chatbot-best-practices/planning-phase-bg-icons-right_hub633f0461987a741b1ae4fec7c531028_11762_738x0_resize_lanczos_3.png 738w, /chatbot-best-practices/planning-phase-bg-icons-right_hub633f0461987a741b1ae4fec7c531028_11762_927x0_resize_lanczos_3.png 927w, /chatbot-best-practices/planning-phase-bg-icons-right_hub633f0461987a741b1ae4fec7c531028_11762_1116x0_resize_lanczos_3.png 1116w" alt="" class="md:u-block t-decor-best-practices--right" > </div> <div class="u-text-p5 u-bg-white u-table u-mx-auto u-mb-xs u-rounded u-px-xs"><strong>Let’s start from scratch.</strong></div> <h2 class="u-text-p2 u-mb-sm">Planning phase</h2> </div> </div> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; "><rect width="100%" height="100%" fill="#ffd000" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </section> <section id="list-all-your-problems-first" class="t-best-practices__planning-phase-1 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">1. List all your problems first</h2> <p class="u-text-p5">You’ve learned a lot about chatbots and can’t wait to start building your own.</p> <p class="u-text-p6">Before you do, though, let’s take a step back and think about your business’s problems that you want to solve with a chatbot. You can open a Miro board and enter all of your issues by topic. You can rank them to see which of them are the most pressing. This will help you to map out your problems and determine which of them are the most important for you to solve.</p> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/issue-mapping.4b922f2a4459bfcb3367aea894ab09c5dadc83305877a713d167dc06e8331d86.png" srcset="/chatbot-best-practices/issue-mapping_hu7dde7ea50bd25b3a6b23393fc2061a05_143780_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/issue-mapping_hu7dde7ea50bd25b3a6b23393fc2061a05_143780_748x0_resize_lanczos_3.png 748w, /chatbot-best-practices/issue-mapping_hu7dde7ea50bd25b3a6b23393fc2061a05_143780_1136x0_resize_lanczos_3.png 1136w, /chatbot-best-practices/issue-mapping_hu7dde7ea50bd25b3a6b23393fc2061a05_143780_1524x0_resize_lanczos_3.png 1524w, /chatbot-best-practices/issue-mapping_hu7dde7ea50bd25b3a6b23393fc2061a05_143780_1912x0_resize_lanczos_3.png 1912w" alt="Issue mapping" class="u-Mt-xl u-Mb-md md:u-block" width="888" height="535" > </div> <div class="t-mobile-screens"> <div class="x-scroll u-Mt-md " data-controller="x-scroll"> <div class="u-mb-sm t-hp-scrollme" data-target="x-scroll.swipeIcon"> <img src="/swipe.svg" alt="Arrow" class="u-w-auto u-ml-0" width="125" height="48"> </div> <div class="u-flex u-rounded u-bg-gray-900 u-mb-xs" data-target="x-scroll.scrollContainer"> <div class="u-flex u-items-start t-inner-scroll u-m-xs" data-target="x-scroll.innerScroll"> <img src="/chatbot-best-practices/issue-mapping-mobile-1.8aec88a5327b8bdc5d739e274626fc1b9ea14a5c52f0ebfd85cc5734b2ab3975.png" srcset="/chatbot-best-practices/issue-mapping-mobile-1_hufba6de303357cea76d7616a7afaca0a2_21792_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/issue-mapping-mobile-1_hufba6de303357cea76d7616a7afaca0a2_21792_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/issue-mapping-mobile-1_hufba6de303357cea76d7616a7afaca0a2_21792_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/issue-mapping-mobile-1_hufba6de303357cea76d7616a7afaca0a2_21792_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/issue-mapping-mobile-1_hufba6de303357cea76d7616a7afaca0a2_21792_640x0_resize_lanczos_3.png 640w" alt="Issue mapping" class="u-maxw-4" width="352" height="625" > <img src="/chatbot-best-practices/issue-mapping-mobile-2.516c5d8ad76498f8d79ebddaa26a02d19018e99304b400b492e76a9c946dd032.png" srcset="/chatbot-best-practices/issue-mapping-mobile-2_hud899c1b1ea2a48b22465fce2d6a6098f_23481_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/issue-mapping-mobile-2_hud899c1b1ea2a48b22465fce2d6a6098f_23481_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/issue-mapping-mobile-2_hud899c1b1ea2a48b22465fce2d6a6098f_23481_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/issue-mapping-mobile-2_hud899c1b1ea2a48b22465fce2d6a6098f_23481_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/issue-mapping-mobile-2_hud899c1b1ea2a48b22465fce2d6a6098f_23481_640x0_resize_lanczos_3.png 640w" alt="Issue mapping" class="u-maxw-4" width="352" height="625" > <img src="/chatbot-best-practices/issue-mapping-mobile-3.fa2010a8d0c27909264c6b2cbe827ad545692373ff73bff61eee3a25764b5523.png" srcset="/chatbot-best-practices/issue-mapping-mobile-3_hu170e9c13c94cc4b9ea0a83a2ffe88d13_19524_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/issue-mapping-mobile-3_hu170e9c13c94cc4b9ea0a83a2ffe88d13_19524_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/issue-mapping-mobile-3_hu170e9c13c94cc4b9ea0a83a2ffe88d13_19524_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/issue-mapping-mobile-3_hu170e9c13c94cc4b9ea0a83a2ffe88d13_19524_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/issue-mapping-mobile-3_hu170e9c13c94cc4b9ea0a83a2ffe88d13_19524_640x0_resize_lanczos_3.png 640w" alt="Issue mapping" class="u-maxw-4" width="352" height="625" > </div> </div> </div> </div> <p class="u-text-p6 u-text-gray-500 u-text-center u-Mb-md">Issue mapping</p> </section> <section id="choose-your-communication-channels" class="t-best-practices__planning-phase-2 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">2. Choose your communication channels </h2> <p class="u-text-p5">Every framework for a chatbot comes with a different package and integrates with <strong>different communication channels.</strong></p> <p class="u-text-p6">That's why, before choosing your solution, you must first decide where you want to launch your chatbot. If you’re thinking about using a chatbot on Facebook Messenger, you can choose a solution dedicated to Facebook marketing. If you want to automate communication across many channels, it’s better to consider a multi-platform chatbot framework. Using it, you can add a chatbot to multiple communication channels without coding and manage all your bot stories from one place.</p> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/communication-channels.31c8d51ca8684221a63fe4db7affb8fb07e0a829e05d8e9047f65d491e6ceb19.png" srcset="/chatbot-best-practices/communication-channels_hu38fa530797c36b7ebd346d1f885d0dc4_61160_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/communication-channels_hu38fa530797c36b7ebd346d1f885d0dc4_61160_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/communication-channels_hu38fa530797c36b7ebd346d1f885d0dc4_61160_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/communication-channels_hu38fa530797c36b7ebd346d1f885d0dc4_61160_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/communication-channels_hu38fa530797c36b7ebd346d1f885d0dc4_61160_1776x0_resize_lanczos_3.png 1776w" alt="The benefits of using chatbot integrations" class="u-Mt-xl u-Mb-md md:u-block" width="888" height="548" > </div> <div class="t-mobile-screens"> <div class="x-scroll u-Mt-md " data-controller="x-scroll"> <div class="u-mb-sm t-hp-scrollme" data-target="x-scroll.swipeIcon"> <img src="/swipe.svg" alt="Arrow" class="u-w-auto u-ml-0" width="125" height="48"> </div> <div class="u-flex u-rounded u-bg-gray-900 u-mb-xs" data-target="x-scroll.scrollContainer"> <div class="u-flex u-items-start t-inner-scroll u-m-xs" data-target="x-scroll.innerScroll"> <img src="/chatbot-best-practices/communication-channels-mobile-1.aad152fc548f5402e3125d855af030b8def69c2439454233477b3827886c06a3.png" srcset="/chatbot-best-practices/communication-channels-mobile-1_hu58a03ce4f72e41dcbb3a074fe5b33e93_15061_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/communication-channels-mobile-1_hu58a03ce4f72e41dcbb3a074fe5b33e93_15061_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/communication-channels-mobile-1_hu58a03ce4f72e41dcbb3a074fe5b33e93_15061_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/communication-channels-mobile-1_hu58a03ce4f72e41dcbb3a074fe5b33e93_15061_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/communication-channels-mobile-1_hu58a03ce4f72e41dcbb3a074fe5b33e93_15061_640x0_resize_lanczos_3.png 640w" alt="The benefits of using chatbot integrations" class="u-maxw-4" width="352" height="625" > <img src="/chatbot-best-practices/communication-channels-mobile-2.41d28c1e9fd84de6482037ac1d8838b49bbc4ee00f940c30656ac9ccbfc8ea6d.png" srcset="/chatbot-best-practices/communication-channels-mobile-2_hu5a82e6246903b9fa030444e2f49e36ae_9984_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/communication-channels-mobile-2_hu5a82e6246903b9fa030444e2f49e36ae_9984_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/communication-channels-mobile-2_hu5a82e6246903b9fa030444e2f49e36ae_9984_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/communication-channels-mobile-2_hu5a82e6246903b9fa030444e2f49e36ae_9984_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/communication-channels-mobile-2_hu5a82e6246903b9fa030444e2f49e36ae_9984_640x0_resize_lanczos_3.png 640w" alt="The benefits of using chatbot integrations" class="u-maxw-4" width="352" height="625" > <img src="/chatbot-best-practices/communication-channels-mobile-3.6dd9f4955b9a7fd5fe9c73d2ba0fd5fd12c431fc7e64b09a5bf2c573e2536cfc.png" srcset="/chatbot-best-practices/communication-channels-mobile-3_hu32eab6163f019cbf21195f4975166d67_9412_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/communication-channels-mobile-3_hu32eab6163f019cbf21195f4975166d67_9412_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/communication-channels-mobile-3_hu32eab6163f019cbf21195f4975166d67_9412_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/communication-channels-mobile-3_hu32eab6163f019cbf21195f4975166d67_9412_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/communication-channels-mobile-3_hu32eab6163f019cbf21195f4975166d67_9412_640x0_resize_lanczos_3.png 640w" alt="The benefits of using chatbot integrations" class="u-maxw-4" width="352" height="625" > <img src="/chatbot-best-practices/communication-channels-mobile-4.63af54c2fffa1f80a0adeb357852ec4ab00f8d4220b0d0f1f52c7f0168b9e899.png" srcset="/chatbot-best-practices/communication-channels-mobile-4_hud0ca9db9d22e89a48439088ffacc0f07_15431_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/communication-channels-mobile-4_hud0ca9db9d22e89a48439088ffacc0f07_15431_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/communication-channels-mobile-4_hud0ca9db9d22e89a48439088ffacc0f07_15431_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/communication-channels-mobile-4_hud0ca9db9d22e89a48439088ffacc0f07_15431_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/communication-channels-mobile-4_hud0ca9db9d22e89a48439088ffacc0f07_15431_640x0_resize_lanczos_3.png 640w" alt="The benefits of using chatbot integrations" class="u-maxw-4" width="352" height="625" > </div> </div> </div> </div> <p class="u-text-p6 u-text-gray-500 u-text-center u-Mb-md">The benefits of using a chatbot on different communication channels.</p> </section> <section id="select-the-right-chatbot-solution" class="t-best-practices__planning-phase-3 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">3. Select the right chatbot solution</h2> <p class="u-text-p5">You've already listed your problems and know where and when they occur. Now, it’s time to pick a tool that will make a difference.</p> <p class="u-text-p6">The market is full of various chatbot platforms that can help you to automate customer communication, boost sales, and collect customer surveys. What’s the best way to verify which of them will suit you best? See for yourself. Sign up for free trials and ask for product demos. Take the time to test different solutions to find out what they have to offer.</p> </div> </section> <div class="u-My-md"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; "><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#f6f6f7"/></svg> <div class="u-bg-gray-900 u-Py-md"> <div class="u-maxw-13 u-mx-auto u-justify-center u-items-center u-Px-sm md:u-P-md o-columns v--two u-text-center md:u-text-left"> <h2 class="u-text-p2 u-mb-0">Watch your business grow with ChatBot</h2> <div class="u-maxw-6 u-mx-auto"> <form action="https://accounts.livechat.com/signup?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories&source_id=best-practices-watch-grow&source_url=https://www.chatbot.com/chatbot-best-practices/" method="GET" data-controller="signup track utm-tracking" data-target="utm-tracking.element" data-action="track#send" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="" > <div class="u-maxw-8 u-mx-auto u-flex u-flex-col sm:u-flex-row" data-target="utm-tracking.form"> <input type="email" name="email" class="u-mr-xs u-mb-xs sm:u-mb-0 " style="min-width: 14rem;" data-target="signup.email" placeholder="Enter your business email" required> <input type="hidden" name="source_id" value="best-practices-watch-grow"> <input type="hidden" name="source_url" value="https://www.chatbot.com/chatbot-best-practices/"> <input type="hidden" name="source_type" value="website"> <button type="submit" class="c-btn v--signup ">Sign up free</button> </div> </form> <p class="u-maxw-7 u-mx-auto u-text-p8 u-Mt-2xs "> <span class="u-inline-block u-mr-md"> <span class="u-mr-xs"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"></path> </svg> </span> <span>Free 14-day trial</span> </span> <span class="u-inline-block u-mr-md"> <span class="u-mr-xs"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"></path> </svg> </span> <span>No credit card required</span> </span> <span class="u-inline-block"> <span class="u-mr-xs"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"></path> </svg> </span> <span>Free templates</span> </span> </p> </div> </div> </div> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; transform: scale(-1,1); "><rect width="100%" height="100%" fill="#f6f6f7" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </div> <section class="t-best-practices__planning-phase-3 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-Mt-sm lg:u-Mt-md"> <div class="u-maxw-8 u-mx-auto"> <p class="u-text-p6">Then, go back to your list of issues, and write down the features and the products that can help you address your business’s problems. Look and see which chatbot platform can solve your most important problems and determine the winner!</p> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/solutions.ef7f7acd6883ec2c6fe505697713d0bb07d4cc614d343091040c652a2a9333f0.png" srcset="/chatbot-best-practices/solutions_hu44746bf28db3e704a807b573ae747c4c_87601_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/solutions_hu44746bf28db3e704a807b573ae747c4c_87601_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/solutions_hu44746bf28db3e704a807b573ae747c4c_87601_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/solutions_hu44746bf28db3e704a807b573ae747c4c_87601_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/solutions_hu44746bf28db3e704a807b573ae747c4c_87601_1776x0_resize_lanczos_3.png 1776w" alt="Problem-solution mapping" class="u-Mt-xl u-Mb-md md:u-block" width="888" height="556" > </div> <div class="t-mobile-screens"> <div class="x-scroll u-Mt-md " data-controller="x-scroll"> <div class="u-mb-sm t-hp-scrollme" data-target="x-scroll.swipeIcon"> <img src="/swipe.svg" alt="Arrow" class="u-w-auto u-ml-0" width="125" height="48"> </div> <div class="u-flex u-rounded u-bg-gray-900 u-mb-xs" data-target="x-scroll.scrollContainer"> <div class="u-flex u-items-start t-inner-scroll u-m-xs" data-target="x-scroll.innerScroll"> <img src="/chatbot-best-practices/solutions.ef7f7acd6883ec2c6fe505697713d0bb07d4cc614d343091040c652a2a9333f0.png" alt="Problem-solution mapping" class="solutions u-p-md" width="888" height="576" > </div> </div> </div> </div> <p class="u-text-p6 u-text-gray-500 u-text-center u-Mb-md">Problem - solution mapping</p> </section> <section id="set-up-your-chatbot-kpis" class="t-best-practices__planning-phase-4 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">4. Set up your chatbot KPIs</h2> <p class="u-text-p5">Once you choose your chatbot solution, it’s time to set viable goals for your AI assistant. You can use it to improve lead generation, shorten the issue resolution time, or boost customer satisfaction rates.</p> <p class="u-text-p6">Many metrics can help you measure the efficiency of your chatbot. It can be the number of open sessions, completed conversations, or the number of collected leads. The possibilities are endless. However, remember that you can’t expect your brand-new chatbot to fulfill all your goals at once. It may happen that your new bot doesn't achieve your initial goals but helps to achieve other ones. This is why it's important to track your chatbot’s performance and analyze its overall impact on your business.</p> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/kpi.361801f11294888498ec478073cf5b39c8ecff288b99dd259e42170b1d11d16b.png" srcset="/chatbot-best-practices/kpi_hu4e482fcc7c4d93fb3498cbbc587586e7_57206_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/kpi_hu4e482fcc7c4d93fb3498cbbc587586e7_57206_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/kpi_hu4e482fcc7c4d93fb3498cbbc587586e7_57206_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/kpi_hu4e482fcc7c4d93fb3498cbbc587586e7_57206_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/kpi_hu4e482fcc7c4d93fb3498cbbc587586e7_57206_1776x0_resize_lanczos_3.png 1776w" alt="Chatbot objectives" class="u-Mt-xl u-Mb-md md:u-block" width="888" height="772" > </div> <div class="t-mobile-screens"> <div class="x-scroll u-Mt-md " data-controller="x-scroll"> <div class="u-mb-sm t-hp-scrollme" data-target="x-scroll.swipeIcon"> <img src="/swipe.svg" alt="Arrow" class="u-w-auto u-ml-0" width="125" height="48"> </div> <div class="u-flex u-rounded u-bg-gray-900 u-mb-xs" data-target="x-scroll.scrollContainer"> <div class="u-flex u-items-start t-inner-scroll u-m-xs" data-target="x-scroll.innerScroll"> <img src="/chatbot-best-practices/kpi-mobile-1.26fcfc844f10460adee981ce35ea59fadf4c9b7c0c3c1e92db68f4b7cab2a466.png" srcset="/chatbot-best-practices/kpi-mobile-1_hu8b1a1a02828c44265e24499ac3dd0a73_14532_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/kpi-mobile-1_hu8b1a1a02828c44265e24499ac3dd0a73_14532_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/kpi-mobile-1_hu8b1a1a02828c44265e24499ac3dd0a73_14532_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/kpi-mobile-1_hu8b1a1a02828c44265e24499ac3dd0a73_14532_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/kpi-mobile-1_hu8b1a1a02828c44265e24499ac3dd0a73_14532_640x0_resize_lanczos_3.png 640w" alt="Chatbot objectives" class="u-maxw-4" width="352" height="625" > <img src="/chatbot-best-practices/kpi-mobile-2.e62c026b5a64ba4a4a1e811905e465ce0a3e692e6bb76eacbdbb1c59c6d982fb.png" srcset="/chatbot-best-practices/kpi-mobile-2_hued1caab3ac5c1c8743d781f4c5cf957c_14879_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/kpi-mobile-2_hued1caab3ac5c1c8743d781f4c5cf957c_14879_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/kpi-mobile-2_hued1caab3ac5c1c8743d781f4c5cf957c_14879_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/kpi-mobile-2_hued1caab3ac5c1c8743d781f4c5cf957c_14879_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/kpi-mobile-2_hued1caab3ac5c1c8743d781f4c5cf957c_14879_640x0_resize_lanczos_3.png 640w" alt="Chatbot objectives" class="u-maxw-4" width="352" height="625" > <img src="/chatbot-best-practices/kpi-mobile-3.79f2e5f89bd4d25f8170b49c1a291f7ee9775e4df6230eca23af11f47de9fb64.png" srcset="/chatbot-best-practices/kpi-mobile-3_hu7089b3aa4452632699fd5121a969f0f7_15555_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/kpi-mobile-3_hu7089b3aa4452632699fd5121a969f0f7_15555_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/kpi-mobile-3_hu7089b3aa4452632699fd5121a969f0f7_15555_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/kpi-mobile-3_hu7089b3aa4452632699fd5121a969f0f7_15555_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/kpi-mobile-3_hu7089b3aa4452632699fd5121a969f0f7_15555_640x0_resize_lanczos_3.png 640w" alt="Chatbot objectives" class="u-maxw-4" width="352" height="625" > </div> </div> </div> </div> <p class="u-text-p6 u-text-gray-500 u-text-center u-Mb-md">Chatbot objectives</p> </section> <section id="plan-your-chatbot-story" class="t-best-practices__planning-phase-5 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">5. Plan your chatbot story</h2> <p class="u-text-p5">Choosing the right platform is half the battle. The other half is your chatbot scenario.</p> <p class="u-text-p6">Creating a gripping chatbot story is not an easy task, and it might be hard to build in the first place. So, if you’ve never written a script for a chatbot, check out some good examples first. You can chat with some existing chatbots to get inspiration and find out what characteristics make them engaging.</p> </div> <div class="u-py-xl u-Px-sm lg:u-Px-xl u-Mt-sm u-Mb-md u-border-2 u-rounded u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl"> <img src="/chatbot-best-practices/bulb.fcd11c9aee7aa557327797ebd715008650614b91cb2aa3cc2733f380bbf614e3.svg" alt="Bulb icon" class="u-maxw-1 u-border-0 u-my-0" width="64" > </div> <div class="md:u-basis-10 u-text-p6">After you finish your research, take a piece of paper or use a mind mapping tool like <a href="https://miro.com/mind-map/" target="_blank" rel="noopener">Miro</a>, and create a wireframe of your chatbot story. Think about all the steps your user should go through to achieve their goals. <strong>Remember, the faster the customer can solve their issues, the better.</strong></div> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/miro-builder.b334a4b0b99c28e897f8be7362c8ac75e2e64e82e4e5ca665c3cc35ee0928e1b.png" srcset="/chatbot-best-practices/miro-builder_hu0671368c00696c2a39d05e6d414509a4_83341_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/miro-builder_hu0671368c00696c2a39d05e6d414509a4_83341_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/miro-builder_hu0671368c00696c2a39d05e6d414509a4_83341_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/miro-builder_hu0671368c00696c2a39d05e6d414509a4_83341_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/miro-builder_hu0671368c00696c2a39d05e6d414509a4_83341_1776x0_resize_lanczos_3.png 1776w" alt="Chatbot wireframe in Miro" class="u-Mt-xl u-Mb-sm md:u-block" > </div> <div class="t-mobile-screens u-mb-xs"> <img src="/chatbot-best-practices/miro-builder-mobile.00d18f8b7a2a58acb7e5ff355eb031f04d58c4238f80b47c7fd8253be4bcff45.png" srcset="/chatbot-best-practices/miro-builder-mobile_hu33dffb45ef8bea6a24b8e8f4c053c526_16611_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/miro-builder-mobile_hu33dffb45ef8bea6a24b8e8f4c053c526_16611_400x0_resize_lanczos_3.png 400w, /chatbot-best-practices/miro-builder-mobile_hu33dffb45ef8bea6a24b8e8f4c053c526_16611_440x0_resize_lanczos_3.png 440w, /chatbot-best-practices/miro-builder-mobile_hu33dffb45ef8bea6a24b8e8f4c053c526_16611_480x0_resize_lanczos_3.png 480w, /chatbot-best-practices/miro-builder-mobile_hu33dffb45ef8bea6a24b8e8f4c053c526_16611_520x0_resize_lanczos_3.png 520w" alt="Chatbot wireframe in Miro" class="u-maxw-4" width="888" height="507" > </div> <p class="u-text-p6 u-text-gray-500 u-text-center u-Mb-md">Miro wireframe</p> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/chatbot-builder.b425b4b0a01a60d3ba1485c8540b9be440a31b31f3ab759622bd914e4d87ef80.png" srcset="/chatbot-best-practices/chatbot-builder_huc8cc577bb529d9e1848ee74c2874b704_66413_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/chatbot-builder_huc8cc577bb529d9e1848ee74c2874b704_66413_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/chatbot-builder_huc8cc577bb529d9e1848ee74c2874b704_66413_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/chatbot-builder_huc8cc577bb529d9e1848ee74c2874b704_66413_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/chatbot-builder_huc8cc577bb529d9e1848ee74c2874b704_66413_1776x0_resize_lanczos_3.png 1776w" alt="ChatBot Visual Builder" class="u-Mt-xl u-Mb-sm md:u-block" width="888" height="507" > </div> <div class="t-mobile-screens u-mb-xs"> <img src="/chatbot-best-practices/chatbot-builder-mobile.e598719c8764faa8f13e0bcc9f6a2fa693fb870132e475ee56cf9b0fb60d9464.png" srcset="/chatbot-best-practices/chatbot-builder-mobile_hua93a45360223d72184ad22cc205ef9e8_18752_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/chatbot-builder-mobile_hua93a45360223d72184ad22cc205ef9e8_18752_400x0_resize_lanczos_3.png 400w, /chatbot-best-practices/chatbot-builder-mobile_hua93a45360223d72184ad22cc205ef9e8_18752_440x0_resize_lanczos_3.png 440w, /chatbot-best-practices/chatbot-builder-mobile_hua93a45360223d72184ad22cc205ef9e8_18752_480x0_resize_lanczos_3.png 480w, /chatbot-best-practices/chatbot-builder-mobile_hua93a45360223d72184ad22cc205ef9e8_18752_520x0_resize_lanczos_3.png 520w" alt="ChatBot Visual Builder" class="u-maxw-4" > </div> <p class="u-text-p6 u-text-gray-500 u-text-center u-Mb-md">Chatbot story</p> </section>  <section class="t-best-practices__building-phase u-Py-md lg:u-Pt-xl lg:u-Pb-xl lg:u-Pb-xl"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; "><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#ffd000"/></svg> <div class="u-bg-accent u-Py-sm"> <div class="t-best-practices__building-phase-center u-maxw-9 u-mx-auto u-text-center u-P-sm md:u-P-md u-relative"> <div class="o-decor t-decor--best-practices"> <img src="/chatbot-best-practices/building-phase-bg-icons-left.525d6ba62541c354fec835c1841785d19fef195544d42349b29705727333ba32.png" srcset="/chatbot-best-practices/building-phase-bg-icons-left_hu1c889235870c485d0fab9f142a80c47c_10756_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/building-phase-bg-icons-left_hu1c889235870c485d0fab9f142a80c47c_10756_525x0_resize_lanczos_3.png 525w, /chatbot-best-practices/building-phase-bg-icons-left_hu1c889235870c485d0fab9f142a80c47c_10756_690x0_resize_lanczos_3.png 690w, /chatbot-best-practices/building-phase-bg-icons-left_hu1c889235870c485d0fab9f142a80c47c_10756_855x0_resize_lanczos_3.png 855w, /chatbot-best-practices/building-phase-bg-icons-left_hu1c889235870c485d0fab9f142a80c47c_10756_1020x0_resize_lanczos_3.png 1020w" alt="" class="md:u-block t-decor-best-practices--left" > <img src="/chatbot-best-practices/building-phase-bg-icons-right.2a4500df539055c101ab3bedefd864d845050868d2c294e7db5a65d24c4731e8.png" srcset="/chatbot-best-practices/building-phase-bg-icons-right_hu077291d1742eec333e5e1f1cfecb70e2_11148_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/building-phase-bg-icons-right_hu077291d1742eec333e5e1f1cfecb70e2_11148_522x0_resize_lanczos_3.png 522w, /chatbot-best-practices/building-phase-bg-icons-right_hu077291d1742eec333e5e1f1cfecb70e2_11148_684x0_resize_lanczos_3.png 684w, /chatbot-best-practices/building-phase-bg-icons-right_hu077291d1742eec333e5e1f1cfecb70e2_11148_846x0_resize_lanczos_3.png 846w, /chatbot-best-practices/building-phase-bg-icons-right_hu077291d1742eec333e5e1f1cfecb70e2_11148_1008x0_resize_lanczos_3.png 1008w" alt="" class="md:u-block t-decor-best-practices--right" > </div> <div class="u-text-p5 u-bg-white u-table u-mx-auto u-mb-xs u-rounded u-px-xs"><strong>Enough planning. Let’s start creating!</strong></div> <h2 class="u-text-p2 u-mb-sm">Building phase</h2> </div> </div> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; "><rect width="100%" height="100%" fill="#ffd000" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </section> <section id="set-up-chatbot-greetings" class="t-best-practices__building-phase-1 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">1. Set up chatbot greetings</h2> <p class="u-text-p5">First impressions matter. Chatbot greetings will help you <strong>get them right.</strong></p> <p class="u-text-p6">You should use a compelling welcome message to make the user’s first meeting with a chatbot memorable. Also, you can create various greetings for different pages and channels to make your chatbot experience more contextual.</p> </div> <div class="u-py-xl u-Px-sm lg:u-Px-xl u-Mt-sm u-Mb-md u-border-2 u-rounded u-border-accent u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl"> <img src="/chatbot-best-practices/bulb.fcd11c9aee7aa557327797ebd715008650614b91cb2aa3cc2733f380bbf614e3.svg" alt="Bulb icon" class="u-maxw-1 u-border-0 u-my-0" width="64" > </div> <p class="md:u-basis-10 u-text-p6"> Don't be afraid to make the first move. By being proactive, your chatbot is more likely to engage a visitor. <strong>Data shows that visitors invited to chat are six times more likely to become your customers.</strong> Take that opportunity to boost your conversion. </p> </div> <div class="u-maxw-8 u-mx-auto"> <p class="u-text-p6">Use greetings to inform customers about seasonal sales or available coupon codes. Be creative, and come up with catchy CTAs that will motivate the visitor to take action.</p> </div> </section> <div class="o-columns v--four u-maxw-13 u-mx-auto u-Mb-xl md:u-Px-sm"> <img src="/chatbot-best-practices/bot-1.d0c868b1c558309ed0c4da341f0a245822fa57de950bf3cd6659907dc2f93416.png" srcset="/chatbot-best-practices/bot-1_huf650ed565b9d8b4f14595ce6ed897619_9923_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-1_huf650ed565b9d8b4f14595ce6ed897619_9923_402x0_resize_lanczos_3.png 402w, /chatbot-best-practices/bot-1_huf650ed565b9d8b4f14595ce6ed897619_9923_444x0_resize_lanczos_3.png 444w, /chatbot-best-practices/bot-1_huf650ed565b9d8b4f14595ce6ed897619_9923_486x0_resize_lanczos_3.png 486w, /chatbot-best-practices/bot-1_huf650ed565b9d8b4f14595ce6ed897619_9923_528x0_resize_lanczos_3.png 528w" alt="Chatbot greetings" class="u-maxw-3" width="256" height="218" > <img src="/chatbot-best-practices/bot-2.f3b2ae2c428c03d519eb4d33e7a1b03ae7fe555b61dfa941ae23dfffbe9e65cb.png" srcset="/chatbot-best-practices/bot-2_hu55b856959b67722d12bcd2e16024da5f_11200_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-2_hu55b856959b67722d12bcd2e16024da5f_11200_402x0_resize_lanczos_3.png 402w, /chatbot-best-practices/bot-2_hu55b856959b67722d12bcd2e16024da5f_11200_444x0_resize_lanczos_3.png 444w, /chatbot-best-practices/bot-2_hu55b856959b67722d12bcd2e16024da5f_11200_486x0_resize_lanczos_3.png 486w, /chatbot-best-practices/bot-2_hu55b856959b67722d12bcd2e16024da5f_11200_528x0_resize_lanczos_3.png 528w" alt="Chatbot greetings" class="u-maxw-3" width="256" height="218" > <img src="/chatbot-best-practices/bot-3.d983a9631282e9ab7b349d9f08b81b5c779ac68776698cacb750072d7be89cf3.png" srcset="/chatbot-best-practices/bot-3_hu61cbba195cddf66aacea3554e62da1e5_17369_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-3_hu61cbba195cddf66aacea3554e62da1e5_17369_402x0_resize_lanczos_3.png 402w, /chatbot-best-practices/bot-3_hu61cbba195cddf66aacea3554e62da1e5_17369_444x0_resize_lanczos_3.png 444w, /chatbot-best-practices/bot-3_hu61cbba195cddf66aacea3554e62da1e5_17369_486x0_resize_lanczos_3.png 486w, /chatbot-best-practices/bot-3_hu61cbba195cddf66aacea3554e62da1e5_17369_528x0_resize_lanczos_3.png 528w" alt="Chatbot greetings" class="u-maxw-3" width="256" height="218" > <img src="/chatbot-best-practices/bot-4.cbe96d71ee19083958f9a7b7aa150ca9ba97132e69ad43e834a0a832652d2645.png" srcset="/chatbot-best-practices/bot-4_hu3538abe9b2b1aae9054011f7104b84a5_11975_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-4_hu3538abe9b2b1aae9054011f7104b84a5_11975_402x0_resize_lanczos_3.png 402w, /chatbot-best-practices/bot-4_hu3538abe9b2b1aae9054011f7104b84a5_11975_444x0_resize_lanczos_3.png 444w, /chatbot-best-practices/bot-4_hu3538abe9b2b1aae9054011f7104b84a5_11975_486x0_resize_lanczos_3.png 486w, /chatbot-best-practices/bot-4_hu3538abe9b2b1aae9054011f7104b84a5_11975_528x0_resize_lanczos_3.png 528w" alt="Chatbot greetings" class="u-maxw-3" width="256" height="218" > </div> <section id="design-your-chatbots-personality" class="t-best-practices__building-phase-2 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">2. Design your chatbot’s personality </h2> <p class="u-text-p5">Your chatbot can be much more than an additional way for customers to contact you on your website. If you give it a unique personality that matches your brand image and website design, you’ll get a smart brand ambassador that can work for you 24/7. Here are some general rules that will help you make a winning personality for your chatbot.</p> </div> <div class="u-py-xl u-Px-sm lg:u-Px-xl u-My-md u-border-2 u-rounded u-border-accent u-text-center md:u-text-left u-flex u-flex-col u-items-center"> <div class="u-flex u-flex-col md:u-flex-row u-Py-xs"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl u-mx-auto"> <img src="/chatbot-best-practices/bot-face.98830c2c36985cb13396f7cd298407ad4c0d2665703b39ad1f5c6bf538fe21bf.svg" alt="Chatbot face icon" class="u-maxw-1 u-border-0 u-my-0" width="64" > </div> <div class="md:u-basis-10"> <h3 class="u-text-p5-bold u-text-b">Don’t give your chatbot a human face</h3> <p class="u-text-p6">When a user sees a human face, they might think they are talking with a human. If they don’t realize they’re chatting with a chatbot and find it out after a while, they’ll be irritated. Instead, create a unique chatbot image that functions as your brand mascot. If you don't have a graphic designer on board, use some of the stock services. </p> </div> </div> <div class="u-flex u-flex-col md:u-flex-row u-Py-xs"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl u-mx-auto"> <img src="/chatbot-best-practices/finger.5475f0cd6dd9db3ae2fc171811b34587aa921e41b841f9ce7e4558a94011ff6a.svg" alt="Finger icon" class="u-maxw-1 u-border-0 u-my-0" width="64" > </div> <div class="md:u-basis-10"> <h3 class="u-text-p5-bold u-text-b">Be transparent by telling users they are talking with a chatbot</h3> <p class="u-text-p6">Giving your chatbot a name and surname isn't wrong. However, it misleads users and gives them the impression they are talking with a human. In such a case, it's better to add “Bot” to your chatbot’s name or give it a unique name. </p> </div> </div> <div class="u-flex u-flex-col md:u-flex-row u-Py-xs"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl u-mx-auto"> <img src="/chatbot-best-practices/voice.bd1c74c169afd2209683218fd1436935b2f9edcb48770d5e1c6ef91d0dbfabe4.svg" alt="Voice icon" class="u-maxw-1 u-border-0 u-my-0" width="64" > </div> <div class="md:u-basis-10"> <h3 class="u-text-p5-bold u-text-b">Define your chatbot tone and voice based on your target audience</h3> <p class="u-text-p6">Decide whether your chatbot should use formal or informal language. Should it make jokes, or should it keep the conversational professional? No matter what you decide, keep its language simple so that users easily understand it. </p> </div> </div> </section> <div class="o-container-xl u-maxw-11 u-Mb-md lg:u-Mb-2xl u-Px-md"> <div class="t-carousel" data-controller="carousel"> <div class="t-carousel-arrow-left" data-target="carousel.arrowLeft" data-action="click->carousel#moveToLeft"> <img src="/chatbot-best-practices/carousel-arrow.36b8b3f6d6407f1afb754a7c607c835b2419d72bd00a6aa04c687cd7237ead61.svg" alt="" class="" > </div> <div class="t-carousel-gallery o-container" data-target="carousel.gallery">  <div class="sm:u-hidden" data-target="carousel.galleryMobile"> <img src="/chatbot-best-practices/gallery-mobile-1.f1406d69159ec8bf520ce238f6b2bf328280be982129400268b9b0a4f6cc6633.png" srcset="/chatbot-best-practices/gallery-mobile-1_hue4d918fe6fb1163308af83bc2220d9e7_50918_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-mobile-1_hue4d918fe6fb1163308af83bc2220d9e7_50918_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/gallery-mobile-1_hue4d918fe6fb1163308af83bc2220d9e7_50918_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/gallery-mobile-1_hue4d918fe6fb1163308af83bc2220d9e7_50918_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/gallery-mobile-1_hue4d918fe6fb1163308af83bc2220d9e7_50918_640x0_resize_lanczos_3.png 640w" alt="The gallery of chatbots" class="" width="382" height="573" > <img src="/chatbot-best-practices/gallery-mobile-2.2f5326bdaf74ff3a0f25d18f4c0cc13dde4b8c6f42219d07cc5ca908ccdc8380.png" srcset="/chatbot-best-practices/gallery-mobile-2_hubad85f8865f136928d0a5c3cf52c4d9f_65123_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-mobile-2_hubad85f8865f136928d0a5c3cf52c4d9f_65123_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/gallery-mobile-2_hubad85f8865f136928d0a5c3cf52c4d9f_65123_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/gallery-mobile-2_hubad85f8865f136928d0a5c3cf52c4d9f_65123_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/gallery-mobile-2_hubad85f8865f136928d0a5c3cf52c4d9f_65123_640x0_resize_lanczos_3.png 640w" alt="The gallery of chatbots" class="" width="382" height="573" hidden > <img src="/chatbot-best-practices/gallery-mobile-3.24ce42727493943de946309f25ee9ff6a1f8a3a22d4b99fdf75a00ff3188f906.png" srcset="/chatbot-best-practices/gallery-mobile-3_huf4518e8a8775fefe8f51aefb65ef1707_27520_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-mobile-3_huf4518e8a8775fefe8f51aefb65ef1707_27520_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/gallery-mobile-3_huf4518e8a8775fefe8f51aefb65ef1707_27520_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/gallery-mobile-3_huf4518e8a8775fefe8f51aefb65ef1707_27520_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/gallery-mobile-3_huf4518e8a8775fefe8f51aefb65ef1707_27520_640x0_resize_lanczos_3.png 640w" alt="The gallery of chatbots" class="" width="382" height="573" hidden > <img src="/chatbot-best-practices/gallery-mobile-4.395fa5b71ebdde199c53c53e74306133fd22becb0ab9b1c37827f9ec0b0fb258.png" srcset="/chatbot-best-practices/gallery-mobile-4_hu04f30e264b3dd582fd0bb5add950ce59_117918_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-mobile-4_hu04f30e264b3dd582fd0bb5add950ce59_117918_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/gallery-mobile-4_hu04f30e264b3dd582fd0bb5add950ce59_117918_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/gallery-mobile-4_hu04f30e264b3dd582fd0bb5add950ce59_117918_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/gallery-mobile-4_hu04f30e264b3dd582fd0bb5add950ce59_117918_640x0_resize_lanczos_3.png 640w" alt="The gallery of chatbots" class="" width="382" height="573" hidden > <img src="/chatbot-best-practices/gallery-mobile-5.040fde8bd25813a7ee90874ab1654e96172f6f602fdd383d9cf022502e1fb289.png" srcset="/chatbot-best-practices/gallery-mobile-5_hu855ca3f020831d4cc7684eb4acb0d667_27073_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-mobile-5_hu855ca3f020831d4cc7684eb4acb0d667_27073_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/gallery-mobile-5_hu855ca3f020831d4cc7684eb4acb0d667_27073_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/gallery-mobile-5_hu855ca3f020831d4cc7684eb4acb0d667_27073_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/gallery-mobile-5_hu855ca3f020831d4cc7684eb4acb0d667_27073_640x0_resize_lanczos_3.png 640w" alt="The gallery of chatbots" class="" width="382" height="573" hidden > </div>  <div class="u-hidden sm:u-block" data-target="carousel.galleryDesktop"> <img src="/chatbot-best-practices/gallery-1.d2140edc3fa2df603287bea930db9e857e08b83e2892c6aa66a5ddda715c7198.png" srcset="/chatbot-best-practices/gallery-1_hubc9b6a4e2daefd35578895753d344d41_132841_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-1_hubc9b6a4e2daefd35578895753d344d41_132841_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/gallery-1_hubc9b6a4e2daefd35578895753d344d41_132841_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/gallery-1_hubc9b6a4e2daefd35578895753d344d41_132841_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/gallery-1_hubc9b6a4e2daefd35578895753d344d41_132841_1776x0_resize_lanczos_3.png 1776w" alt="The gallery of chatbots" class="" width="888" height="520" > <img src="/chatbot-best-practices/gallery-2.fa55c46261375ca5136585e95b32091f95a147b082a9f7b49f365b23b5fdc982.png" srcset="/chatbot-best-practices/gallery-2_hue091ad42867faf309bbb6ac7777e41e6_144047_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-2_hue091ad42867faf309bbb6ac7777e41e6_144047_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/gallery-2_hue091ad42867faf309bbb6ac7777e41e6_144047_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/gallery-2_hue091ad42867faf309bbb6ac7777e41e6_144047_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/gallery-2_hue091ad42867faf309bbb6ac7777e41e6_144047_1776x0_resize_lanczos_3.png 1776w" alt="The gallery of chatbots" class="" width="888" height="520" hidden > <img src="/chatbot-best-practices/gallery-3.d02c80d49dd609aca8ef3996125db30f7bc372b1abb2129596622a305e61a939.png" srcset="/chatbot-best-practices/gallery-3_hub180e35c3b42ecae0401ef8cd40884a7_122157_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-3_hub180e35c3b42ecae0401ef8cd40884a7_122157_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/gallery-3_hub180e35c3b42ecae0401ef8cd40884a7_122157_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/gallery-3_hub180e35c3b42ecae0401ef8cd40884a7_122157_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/gallery-3_hub180e35c3b42ecae0401ef8cd40884a7_122157_1776x0_resize_lanczos_3.png 1776w" alt="The gallery of chatbots" class="" width="888" height="520" hidden > <img src="/chatbot-best-practices/gallery-4.3b6abea6a2434bfa5026a5c53eaf652660eba292cbbe8529cb01e133d0ea760f.png" srcset="/chatbot-best-practices/gallery-4_hua0843b8e66b188c9a23187c634de9108_186110_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-4_hua0843b8e66b188c9a23187c634de9108_186110_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/gallery-4_hua0843b8e66b188c9a23187c634de9108_186110_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/gallery-4_hua0843b8e66b188c9a23187c634de9108_186110_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/gallery-4_hua0843b8e66b188c9a23187c634de9108_186110_1776x0_resize_lanczos_3.png 1776w" alt="The gallery of chatbots" class="" width="888" height="520" hidden > <img src="/chatbot-best-practices/gallery-5.e2f1905e366966f15b9f52db8cf8918acf832c6ff2d8584aa888893d495b7314.png" srcset="/chatbot-best-practices/gallery-5_hua69fbb8a029f833c35767af0d522f69b_165313_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/gallery-5_hua69fbb8a029f833c35767af0d522f69b_165313_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/gallery-5_hua69fbb8a029f833c35767af0d522f69b_165313_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/gallery-5_hua69fbb8a029f833c35767af0d522f69b_165313_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/gallery-5_hua69fbb8a029f833c35767af0d522f69b_165313_1776x0_resize_lanczos_3.png 1776w" alt="The gallery of chatbots" class="" width="888" height="520" hidden > </div> </div> <div class="t-carousel-arrow-right" data-target="carousel.arrowRight" data-action="click->carousel#moveToRight"> <img src="/chatbot-best-practices/carousel-arrow.36b8b3f6d6407f1afb754a7c607c835b2419d72bd00a6aa04c687cd7237ead61.svg" alt="" class="" > </div> </div> </div> <section id="show-the-value" class="t-best-practices__building-phase-3 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">3. Show the value</h2> <p class="u-text-p5">It doesn't matter whether you use a chatbot to gather customer emails, deliver after-hours support, or carry out product surveys. Your chatbot should always inform users at the very beginning how it can help them.</p> <p class="u-text-p6">If your message is too long for a greeting, plan it right after the welcome message. Make sure your customer knows what they can do with your chatbot.</p> <p class="u-text-p6">Also, avoid using too many qualifying questions. They can put your customer to sleep and discourage them from chatting. Instead, use a small amount of copy and catchy visuals that hook the customer from the get-go and convince them to stay. </p> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/button-based-menu.5cc340dca0fe90314fd176f3f695945119fd20f630f72807305208f27229364a.png" srcset="/chatbot-best-practices/button-based-menu_hu7a8e2c83199075b0f08263e4d1be7a0f_53385_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/button-based-menu_hu7a8e2c83199075b0f08263e4d1be7a0f_53385_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/button-based-menu_hu7a8e2c83199075b0f08263e4d1be7a0f_53385_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/button-based-menu_hu7a8e2c83199075b0f08263e4d1be7a0f_53385_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/button-based-menu_hu7a8e2c83199075b0f08263e4d1be7a0f_53385_1776x0_resize_lanczos_3.png 1776w" alt="Button-based menu" class="u-Mt-xl u-Mb-sm md:u-block" width="888" height="525" > </div> <div class="t-mobile-screens"> <img src="/chatbot-best-practices/button-based-menu-mobile.8ac10628e093339e5bf1dd1dbb54c5a64fbe458ac67be53a7bfd7f4ffd23447b.png" srcset="/chatbot-best-practices/button-based-menu-mobile_hue46ded0ab7262e8003b758aa08d2ca98_53676_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/button-based-menu-mobile_hue46ded0ab7262e8003b758aa08d2ca98_53676_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/button-based-menu-mobile_hue46ded0ab7262e8003b758aa08d2ca98_53676_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/button-based-menu-mobile_hue46ded0ab7262e8003b758aa08d2ca98_53676_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/button-based-menu-mobile_hue46ded0ab7262e8003b758aa08d2ca98_53676_748x0_resize_lanczos_3.png 748w" alt="Button-based menu" class="u-maxw-4" width="352" height="468" > </div> <p class="u-text-p6 u-text-gray-500 u-text-center u-Mb-md">Button-based menu</p> </section> <section id="show-off-your-buttons" class="t-best-practices__building-phase-4 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">4. Show off your buttons</h2> <p class="u-text-p5">Buttons are a great way to guide users through your chatbot story. They offer available options and let a user achieve their goals without writing a single word.</p> <p class="u-text-p6">Because of that, they’re good for users who interact with chatbots using their mobile devices. When a user types their answer, they’ll make mistakes or use phrases that your chatbot is not prepared to answer. That can confuse the bot and spoil the experience for the user. Buttons let you reduce the potential for misunderstandings. They boost your chatbot’s engagement and improve conversation dynamics. Below, you’ll find some tips and tricks that can help you make your buttons successful.</p> </div> <div class="t-desktop-screens u-Mt-md"> <img src="/chatbot-best-practices/bot-buttons.722d4630a62b2d6a20b54edbe918c7827311ff2909b435cc52729a331af122ba.png" srcset="/chatbot-best-practices/bot-buttons_hu99810d25e6cdeaf1c6d9cc09ce65cf9b_52916_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-buttons_hu99810d25e6cdeaf1c6d9cc09ce65cf9b_52916_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/bot-buttons_hu99810d25e6cdeaf1c6d9cc09ce65cf9b_52916_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/bot-buttons_hu99810d25e6cdeaf1c6d9cc09ce65cf9b_52916_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/bot-buttons_hu99810d25e6cdeaf1c6d9cc09ce65cf9b_52916_1776x0_resize_lanczos_3.png 1776w" alt="Chatbot buttons" class="u-Mb-sm u-block" width="888" height="375" > </div> <div class="t-mobile-screens u-Mt-md u-Mb-md"> <div class="x-scroll u-Mt-md " data-controller="x-scroll"> <div class="u-mb-sm t-hp-scrollme" data-target="x-scroll.swipeIcon"> <img src="/swipe.svg" alt="Arrow" class="u-w-auto u-ml-0" width="125" height="48"> </div> <div class="u-flex u-rounded u-bg-gray-900 u-mb-xs" data-target="x-scroll.scrollContainer"> <div class="u-flex u-items-start t-inner-scroll u-m-xs" data-target="x-scroll.innerScroll"> <img src="/chatbot-best-practices/bot-buttons-mobile-1.68a27b601c33fe911c5153c7d9506601ee2cca613c3df67eadc6ffbab75bfa70.png" srcset="/chatbot-best-practices/bot-buttons-mobile-1_hu4371895d3590b3b5436bf28c36a08366_49806_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-buttons-mobile-1_hu4371895d3590b3b5436bf28c36a08366_49806_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/bot-buttons-mobile-1_hu4371895d3590b3b5436bf28c36a08366_49806_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/bot-buttons-mobile-1_hu4371895d3590b3b5436bf28c36a08366_49806_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/bot-buttons-mobile-1_hu4371895d3590b3b5436bf28c36a08366_49806_748x0_resize_lanczos_3.png 748w" alt="Chatbot buttons" class="u-maxw-4" width="352" height="468" > <img src="/chatbot-best-practices/bot-buttons-mobile-2.4e8c8075d504b824a691349b64b257b6da83a4ce7f1402c6fc439cf6c599c6b5.png" srcset="/chatbot-best-practices/bot-buttons-mobile-2_hue7e2d181b5c11fb64e277649626ffa16_48848_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-buttons-mobile-2_hue7e2d181b5c11fb64e277649626ffa16_48848_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/bot-buttons-mobile-2_hue7e2d181b5c11fb64e277649626ffa16_48848_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/bot-buttons-mobile-2_hue7e2d181b5c11fb64e277649626ffa16_48848_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/bot-buttons-mobile-2_hue7e2d181b5c11fb64e277649626ffa16_48848_748x0_resize_lanczos_3.png 748w" alt="Chatbot buttons" class="u-maxw-4" width="352" height="468" > </div> </div> </div> </div> <div class="u-maxw-10 u-mx-auto"> <div class="u-text-p5-bold u-mb-sm">Use more contextual copy</div> <p class="u-text-p6">“Yes/No” options aren’t bad, but your buttons will work better if you add some context to them. For example, when a user jumps through your story quickly, they immediately know what will happen after clicking a button.</p> </div> <div class="u-maxw-10 u-Mt-md u-mx-auto o-columns v--two"> <div class=""> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/bot-buttons-2.77f15220c2e4b34207a5efe6a45b9456076f310523708456547d5c43f0837eb0.png" srcset="/chatbot-best-practices/bot-buttons-2_hu53925644887f660ed6a835ffbf807956_37063_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-buttons-2_hu53925644887f660ed6a835ffbf807956_37063_484x0_resize_lanczos_3.png 484w, /chatbot-best-practices/bot-buttons-2_hu53925644887f660ed6a835ffbf807956_37063_608x0_resize_lanczos_3.png 608w, /chatbot-best-practices/bot-buttons-2_hu53925644887f660ed6a835ffbf807956_37063_732x0_resize_lanczos_3.png 732w, /chatbot-best-practices/bot-buttons-2_hu53925644887f660ed6a835ffbf807956_37063_856x0_resize_lanczos_3.png 856w" alt="Chatbot contextual copy" class="u-Mb-md" width="428" height="370" > </div> <div class="t-mobile-screens"> <img src="/chatbot-best-practices/bot-buttons-mobile-3.691a8ad99ef3c665f31e63e2d2b2eae5367e480bfa45c6651546c9f3deeaadad.png" srcset="/chatbot-best-practices/bot-buttons-mobile-3_hudf1c6f07b16fd4592e5f517e4af523b3_47729_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-buttons-mobile-3_hudf1c6f07b16fd4592e5f517e4af523b3_47729_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/bot-buttons-mobile-3_hudf1c6f07b16fd4592e5f517e4af523b3_47729_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/bot-buttons-mobile-3_hudf1c6f07b16fd4592e5f517e4af523b3_47729_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/bot-buttons-mobile-3_hudf1c6f07b16fd4592e5f517e4af523b3_47729_748x0_resize_lanczos_3.png 748w" alt="Chatbot contextual copy" class="u-maxw-4" width="352" height="428" > </div> <div class="u-text-p5-bold u-mb-sm">Add some smileys</div> <p class="u-text-p6">Not only do they make your chatbot sound more human, but they also show what will happen after clicking on the reply.</p> </div> <div class=""> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/bot-buttons-3.936f7b2b9f8e4e44a02274c4cfc854def2c1aef91d2fe61cda6b154cd32e1ee6.png" srcset="/chatbot-best-practices/bot-buttons-3_hu5a5e1eb17ac5eaef89d9df288420211a_33120_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-buttons-3_hu5a5e1eb17ac5eaef89d9df288420211a_33120_484x0_resize_lanczos_3.png 484w, /chatbot-best-practices/bot-buttons-3_hu5a5e1eb17ac5eaef89d9df288420211a_33120_608x0_resize_lanczos_3.png 608w, /chatbot-best-practices/bot-buttons-3_hu5a5e1eb17ac5eaef89d9df288420211a_33120_732x0_resize_lanczos_3.png 732w, /chatbot-best-practices/bot-buttons-3_hu5a5e1eb17ac5eaef89d9df288420211a_33120_856x0_resize_lanczos_3.png 856w" alt="Chatbot contextual copy" class="u-Mb-md" width="428" height="370" > </div> <div class="t-mobile-screens"> <img src="/chatbot-best-practices/bot-buttons-mobile-4.01d914d865c151c55f08b6211ff99c182274977e2438dfdc9830af1c01a300bb.png" srcset="/chatbot-best-practices/bot-buttons-mobile-4_huaab84a5cf48f17340f9e3d101038f062_56208_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/bot-buttons-mobile-4_huaab84a5cf48f17340f9e3d101038f062_56208_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/bot-buttons-mobile-4_huaab84a5cf48f17340f9e3d101038f062_56208_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/bot-buttons-mobile-4_huaab84a5cf48f17340f9e3d101038f062_56208_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/bot-buttons-mobile-4_huaab84a5cf48f17340f9e3d101038f062_56208_748x0_resize_lanczos_3.png 748w" alt="Chatbot contextual copy" class="u-maxw-4" width="352" height="428" > </div> <div class="u-text-p5-bold u-mb-sm">Streamline navigation</div> <p class="u-text-p6">Always let customers go back to the beginning of the conversation using the menu button. Customers will change their minds, want to see different information, or make adjustments to their order. With a menu button available at each step of the story, users can easily navigate through the story no matter how they previously responded.</p> </div> </div> </section> <div class="u-My-md"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; "><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#f6f6f7"/></svg> <div class="u-bg-gray-900 u-Py-md"> <div class="u-maxw-13 u-mx-auto u-justify-center u-items-center u-Px-sm md:u-P-md o-columns v--two u-text-center md:u-text-left"> <h2 class="u-text-p2 u-mb-0">Build your AI chatbot without coding</h2> <div class="u-maxw-6 u-mx-auto"> <form action="https://accounts.livechat.com/signup?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories&source_id=best-practices-build-your-chatbot&source_url=https://www.chatbot.com/chatbot-best-practices/" method="GET" data-controller="signup track utm-tracking" data-target="utm-tracking.element" data-action="track#send" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="" > <div class="u-maxw-8 u-mx-auto u-flex u-flex-col sm:u-flex-row" data-target="utm-tracking.form"> <input type="email" name="email" class="u-mr-xs u-mb-xs sm:u-mb-0 " style="min-width: 14rem;" data-target="signup.email" placeholder="Enter your business email" required> <input type="hidden" name="source_id" value="best-practices-build-your-chatbot"> <input type="hidden" name="source_url" value="https://www.chatbot.com/chatbot-best-practices/"> <input type="hidden" name="source_type" value="website"> <button type="submit" class="c-btn v--signup ">Sign up free</button> </div> </form> <p class="u-maxw-7 u-mx-auto u-text-p8 u-Mt-2xs "> <span class="u-inline-block u-mr-md"> <span class="u-mr-xs"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"></path> </svg> </span> <span>Free 14-day trial</span> </span> <span class="u-inline-block u-mr-md"> <span class="u-mr-xs"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"></path> </svg> </span> <span>No credit card required</span> </span> <span class="u-inline-block"> <span class="u-mr-xs"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"></path> </svg> </span> <span>Free templates</span> </span> </p> </div> </div> </div> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; transform: scale(-1,1); "><rect width="100%" height="100%" fill="#f6f6f7" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </div> <section id="let-your-chatbot-take-a-breather" class="t-best-practices__building-phase-5 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-Mt-md lg:u-Mt-xl u-relative"> <div class="u-maxw-8 u-Mb-md u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">5. Let your chatbot take a breather</h2> <p class="u-text-p5">Chatbots can find information and deliver it to a user at the speed of light. Yet, when it comes to conversational interfaces, faster doesn’t always mean better.</p> <p class="u-text-p6">When a chatbot sends a lot of messages one after another, a user can’t keep up with reading them and needs to scroll back. That destroys a user’s experience. You can avoid that by using <strong>conversation delays</strong>. Conversation delays let you decide how long the interval between chatbot messages should be. Proper delays let users absorb information at a comfortable pace and create a more natural experience. </p> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/conversation-delays.c79e796a67469fc28e74c494705ffba7e05e525395e2038817fc1d31e306c7be.png" srcset="/chatbot-best-practices/conversation-delays_huec9299112c89b6574206978db48bdf08_114690_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/conversation-delays_huec9299112c89b6574206978db48bdf08_114690_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/conversation-delays_huec9299112c89b6574206978db48bdf08_114690_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/conversation-delays_huec9299112c89b6574206978db48bdf08_114690_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/conversation-delays_huec9299112c89b6574206978db48bdf08_114690_1776x0_resize_lanczos_3.png 1776w" alt="Conversation delay in ChatBot" class="md:u-Mt-md md:u-block" width="888" height="565" > </div> <div class="t-mobile-screens"> <img src="/chatbot-best-practices/conversation-delays-mobile.1a2b9bdf1ce8600806d2602470890e1dced1112b52d1ada43c8ca06c07487d53.png" srcset="/chatbot-best-practices/conversation-delays-mobile_huf72d88d2c4fd6b866e6b64e0c83a1de8_179345_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/conversation-delays-mobile_huf72d88d2c4fd6b866e6b64e0c83a1de8_179345_510x0_resize_lanczos_3.png 510w, /chatbot-best-practices/conversation-delays-mobile_huf72d88d2c4fd6b866e6b64e0c83a1de8_179345_660x0_resize_lanczos_3.png 660w, /chatbot-best-practices/conversation-delays-mobile_huf72d88d2c4fd6b866e6b64e0c83a1de8_179345_810x0_resize_lanczos_3.png 810w, /chatbot-best-practices/conversation-delays-mobile_huf72d88d2c4fd6b866e6b64e0c83a1de8_179345_960x0_resize_lanczos_3.png 960w" alt="Conversation delay in ChatBot" class="u-maxw-4" width="352" height="527" > </div> <p class="u-text-p6 u-text-gray-500 u-text-center u-Mb-md">Conversation delays</p> <div class="u-maxw-8 u-My-md u-mx-auto"> <p class="u-text-p6">Also, while writing your chatbot messages, remember about <strong>message chunking.</strong> It’s a method of breaking up long blocks of texts into smaller pieces. Making your messages shorter will help users to process them. Besides that, a user will be more likely to engage with your chatbot if they feel they are an active participant in the conversation and not just a reader.</p> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/message-chunking.26753492be0e40982fb8404c17e17c0d0d97f61238383b672afa2ec4d630b6f6.png" srcset="/chatbot-best-practices/message-chunking_hu0238ae5598fb8eda5f34735dcce7a1fe_57460_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/message-chunking_hu0238ae5598fb8eda5f34735dcce7a1fe_57460_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/message-chunking_hu0238ae5598fb8eda5f34735dcce7a1fe_57460_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/message-chunking_hu0238ae5598fb8eda5f34735dcce7a1fe_57460_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/message-chunking_hu0238ae5598fb8eda5f34735dcce7a1fe_57460_1776x0_resize_lanczos_3.png 1776w" alt="Message chunking for chatbots" class="md:u-block" width="888" height="357" > </div> <div class="t-mobile-screens"> <div class="x-scroll u-Mt-md " data-controller="x-scroll"> <div class="u-mb-sm t-hp-scrollme" data-target="x-scroll.swipeIcon"> <img src="/swipe.svg" alt="Arrow" class="u-w-auto u-ml-0" width="125" height="48"> </div> <div class="u-flex u-rounded u-bg-gray-900 u-mb-xs" data-target="x-scroll.scrollContainer"> <div class="u-flex u-items-start t-inner-scroll u-m-xs" data-target="x-scroll.innerScroll"> <img src="/chatbot-best-practices/message-chunking-mobile-1.0f9444f2a15e496cdbbbfe51518490c13615672a95a9129ed6dda8ceb1292803.png" srcset="/chatbot-best-practices/message-chunking-mobile-1_hufbe1b4796a679bd6a0d85432848f60fd_70602_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/message-chunking-mobile-1_hufbe1b4796a679bd6a0d85432848f60fd_70602_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/message-chunking-mobile-1_hufbe1b4796a679bd6a0d85432848f60fd_70602_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/message-chunking-mobile-1_hufbe1b4796a679bd6a0d85432848f60fd_70602_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/message-chunking-mobile-1_hufbe1b4796a679bd6a0d85432848f60fd_70602_748x0_resize_lanczos_3.png 748w" alt="Message chunking for chatbots" class="u-maxw-4" width="352" height="468" > <img src="/chatbot-best-practices/message-chunking-mobile-2.85ffcf10b02f59d11e247fdf4b26d042d3a80dde3c940bce0a511b8af4d7a110.png" srcset="/chatbot-best-practices/message-chunking-mobile-2_hud6b746d74de2713839e0f2e140fbcc78_30504_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/message-chunking-mobile-2_hud6b746d74de2713839e0f2e140fbcc78_30504_430x0_resize_lanczos_3.png 430w, /chatbot-best-practices/message-chunking-mobile-2_hud6b746d74de2713839e0f2e140fbcc78_30504_500x0_resize_lanczos_3.png 500w, /chatbot-best-practices/message-chunking-mobile-2_hud6b746d74de2713839e0f2e140fbcc78_30504_570x0_resize_lanczos_3.png 570w, /chatbot-best-practices/message-chunking-mobile-2_hud6b746d74de2713839e0f2e140fbcc78_30504_640x0_resize_lanczos_3.png 640w" alt="Message chunking for chatbots" class="u-maxw-4" width="352" height="468" > </div> </div> </div> </div> <p class="u-text-p6 u-text-gray-500 u-text-center md:u-Mt-sm u-Mb-md">Message chunking</p> </section> <section id="design-the-right-fallback-message" class="t-best-practices__building-phase-6 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">6. Design the right fallback message</h2> <p class="u-text-p5">Making mistakes is as common for people as it is for chatbots. So, even if you create a great chatbot, it might still get baffled by the user's question. </p> <p class="u-text-p6">If that happens, a chatbot can send a fallback message. It’s a type of message that is displayed when your chatbot can’t match the user’s questions with any chatbot response. <strong>A fallback message is a very important element</strong> of your chatbot scenario. It gives the bot a chance to recover the conversation when miscommunication happens. How can you make your fallback message successful?</p> </div> <div class="u-py-xl u-Px-sm lg:u-Px-xl u-My-md u-border-2 u-rounded u-border-accent u-text-center md:u-text-left u-flex u-flex-col u-items-center"> <div class="u-flex u-flex-col md:u-flex-row u-Py-xs"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl u-mx-auto"> <img src="/chatbot-best-practices/no-generic-answers.920adf47261c956bc31932389cc3c93a149f01e1f8c1e2bcf9ac2be05bf2a751.svg" alt="Chatbot bubble" class="u-border-0 u-my-0" width="64" > </div> <div class="md:u-basis-10"> <h3 class="u-text-p5-bold u-text-b">Avoid generic answers</h3> <p class="u-text-p6">like “I don’t understand” or “I missed what you said.” Come up with a creative response that suits your chatbot’s character and will elicit the right answer from the user.</p> </div> </div> <div class="u-flex u-flex-col md:u-flex-row u-Py-xs"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl u-mx-auto"> <img src="/chatbot-best-practices/variations.2f9eaeaea4c400f2a88e303727a00ffcbd9d5a4db03253c12f44086071f145e1.svg" alt="Chatbot response variations icon" class="u-border-0 u-my-0" width="64" > </div> <div class="md:u-basis-10"> <h3 class="u-text-p5-bold u-text-b">Create different variations</h3> <p class="u-text-p6">of your fallback messages. It sounds more natural when a chatbot sends different messages instead of repeating the same error message each time.</p> </div> </div> <div class="u-flex u-flex-col md:u-flex-row u-Py-xs"> <div class="u-mb-lg md:u-mb-0 md:u-mr-xl u-mx-auto"> <img src="/chatbot-best-practices/users-attention.b7d04e1440e828bbdc5ae9778cf854ff31a941c764d8a4c602ddfa6264a9b60a.svg" alt="Chatbot button-like response icon" class="u-border-0 u-my-0" width="64" > </div> <div class="md:u-basis-10"> <h3 class="u-text-p5-bold u-text-b">Shift the user's attention</h3> <p class="u-text-p6">from the chatbot’s failure to possible solutions instead. Use buttons to offer a user the available options. Ask about trying a different spelling, or offer to transfer them to a human agent. Always throw a user a lifeline that will help them to get back to shore.</p> </div> </div> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/fallback-messages.5f613dccf102fb7c44d4ccc368f9ea50166a928a5af3fcb6e50c63aa192b2e62.png" srcset="/chatbot-best-practices/fallback-messages_hub1ec039c8269d4a85f5e6ec40c7974ed_56637_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/fallback-messages_hub1ec039c8269d4a85f5e6ec40c7974ed_56637_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/fallback-messages_hub1ec039c8269d4a85f5e6ec40c7974ed_56637_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/fallback-messages_hub1ec039c8269d4a85f5e6ec40c7974ed_56637_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/fallback-messages_hub1ec039c8269d4a85f5e6ec40c7974ed_56637_1776x0_resize_lanczos_3.png 1776w" alt="Chatbot fallback message" class="md:u-block" width="888" height="357" > </div> <div class="t-mobile-screens"> <div class="x-scroll u-Mt-md " data-controller="x-scroll"> <div class="u-mb-sm t-hp-scrollme" data-target="x-scroll.swipeIcon"> <img src="/swipe.svg" alt="Arrow" class="u-w-auto u-ml-0" width="125" height="48"> </div> <div class="u-flex u-rounded u-bg-gray-900 u-mb-xs" data-target="x-scroll.scrollContainer"> <div class="u-flex u-items-start t-inner-scroll u-m-xs" data-target="x-scroll.innerScroll"> <img src="/chatbot-best-practices/fallback-messages-mobile-1.fff7f63fa73bef44eba7747377f0a71356b739e14d768afe23e512e1fa892e08.png" srcset="/chatbot-best-practices/fallback-messages-mobile-1_hud8211363027695621bda3be38af9640a_47169_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/fallback-messages-mobile-1_hud8211363027695621bda3be38af9640a_47169_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/fallback-messages-mobile-1_hud8211363027695621bda3be38af9640a_47169_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/fallback-messages-mobile-1_hud8211363027695621bda3be38af9640a_47169_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/fallback-messages-mobile-1_hud8211363027695621bda3be38af9640a_47169_748x0_resize_lanczos_3.png 748w" alt="Chatbot fallback message" class="u-maxw-4" width="352" height="468" > <img src="/chatbot-best-practices/fallback-messages-mobile-2.e32de27b2fe22983bc55d48cbdc851eadbba079fbaa93d4f3a51e547abb90bd1.png" srcset="/chatbot-best-practices/fallback-messages-mobile-2_huc655ac7eaff6fab3e7e3601904fa6dd3_54769_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/fallback-messages-mobile-2_huc655ac7eaff6fab3e7e3601904fa6dd3_54769_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/fallback-messages-mobile-2_huc655ac7eaff6fab3e7e3601904fa6dd3_54769_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/fallback-messages-mobile-2_huc655ac7eaff6fab3e7e3601904fa6dd3_54769_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/fallback-messages-mobile-2_huc655ac7eaff6fab3e7e3601904fa6dd3_54769_748x0_resize_lanczos_3.png 748w" alt="Chatbot fallback message" class="u-maxw-4" width="352" height="468" > </div> </div> </div> </div> <p class="u-text-p6 u-text-gray-500 u-text-center md:u-Mt-sm u-Mb-md">Chatbot fallback message</p> </section> <section id="test-your-chatbot-the-right-way" class="t-best-practices__building-phase-7 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-Mb-md u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">7. Test your chatbot the right way</h2> <p class="u-text-p5">Even if you spend hours planning and writing the story for your chatbot, there’s always something that might not work the right way. So, here comes the testing phase. It’ll help you verify whether your chatbot works as intended and if your story does what it’s supposed to do.</p> <p class="u-text-p6">The best way to poke and probe your chatbot is to give it to beta testers. Simply put, share your initial chatbot with your teammates or friends, and ask them to go through its scenario. Ask them what they feel while chatting with your chatbot and whether they find anything unclear. You’ll be surprised how much useful feedback you’ll gather and how many things went unnoticed during the building phase.</p> </div> <div class="t-desktop-screens"> <div class="u-relative u-rounded" style=""> <video autoplay loop playsinline muted src="/chatbot-best-practices/chatbot-testing-tool.c77c4c15c86f047e5e418b21a6dc2a3a85ad9546e5659d54a38bc962ca725593.mp4" width="" height="" style="--aspect-ratio: /;" title="ChatBot Testing Tool" data-target="lazyplay.video" ></video> </div> </div> <div class="t-mobile-screens"> <img src="/chatbot-best-practices/chatbot-test-mobile.07bf46dae7a61799a1245008369577bed3e773332c05d1ce10f442017d18b35d.png" srcset="/chatbot-best-practices/chatbot-test-mobile_hu73cdb7a427fa19fa631e86e330325a1c_26004_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/chatbot-test-mobile_hu73cdb7a427fa19fa631e86e330325a1c_26004_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/chatbot-test-mobile_hu73cdb7a427fa19fa631e86e330325a1c_26004_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/chatbot-test-mobile_hu73cdb7a427fa19fa631e86e330325a1c_26004_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/chatbot-test-mobile_hu73cdb7a427fa19fa631e86e330325a1c_26004_748x0_resize_lanczos_3.png 748w" alt="ChatBot Testing Tool" class="u-maxw-4" width="352" height="468" > </div> </section>  <section class="t-best-practices__monitoring-phase u-Py-md lg:u-Pt-xl lg:u-Pb-xl lg:u-Pb-xl"> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; "><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#ffd000"/></svg> <div class="u-bg-accent u-Py-sm"> <div class="t-best-practices__monitoring-phase-center u-maxw-9 u-mx-auto u-text-center u-P-sm md:u-P-md u-relative"> <div class="o-decor t-decor-best-practices"> <img src="/chatbot-best-practices/monitoring-phase-bg-icons-left.2ef96e623bbb2ae9fdc4c424c2d76d779b8ce663cdec82512553501c9b17790f.png" srcset="/chatbot-best-practices/monitoring-phase-bg-icons-left_huad45c5b5f8b3f66bb621fdd64d72b22a_17447_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/monitoring-phase-bg-icons-left_huad45c5b5f8b3f66bb621fdd64d72b22a_17447_494x0_resize_lanczos_3.png 494w, /chatbot-best-practices/monitoring-phase-bg-icons-left_huad45c5b5f8b3f66bb621fdd64d72b22a_17447_628x0_resize_lanczos_3.png 628w, /chatbot-best-practices/monitoring-phase-bg-icons-left_huad45c5b5f8b3f66bb621fdd64d72b22a_17447_762x0_resize_lanczos_3.png 762w, /chatbot-best-practices/monitoring-phase-bg-icons-left_huad45c5b5f8b3f66bb621fdd64d72b22a_17447_896x0_resize_lanczos_3.png 896w" alt="" class="md:u-block t-decor-best-practices--left" > <img src="/chatbot-best-practices/monitoring-phase-bg-icons-right.b7effa4e6af3ec2732f7556e7bf0a7152d5690342bb14eea5506a4bcc2396a7b.png" srcset="/chatbot-best-practices/monitoring-phase-bg-icons-right_hubc1cba5fda94800f55c070043bfb8708_11791_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/monitoring-phase-bg-icons-right_hubc1cba5fda94800f55c070043bfb8708_11791_499x0_resize_lanczos_3.png 499w, /chatbot-best-practices/monitoring-phase-bg-icons-right_hubc1cba5fda94800f55c070043bfb8708_11791_638x0_resize_lanczos_3.png 638w, /chatbot-best-practices/monitoring-phase-bg-icons-right_hubc1cba5fda94800f55c070043bfb8708_11791_777x0_resize_lanczos_3.png 777w, /chatbot-best-practices/monitoring-phase-bg-icons-right_hubc1cba5fda94800f55c070043bfb8708_11791_916x0_resize_lanczos_3.png 916w" alt="" class="md:u-block t-decor-best-practices--right" > </div> <div class="u-text-p5 u-bg-white u-table u-mx-auto u-mb-xs u-rounded u-px-xs"><strong>Reap the benefits, and improve shortcomings.</strong></div> <h2 class="u-text-p2 u-mb-sm">Monitoring phase</h2> </div> </div> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; "><rect width="100%" height="100%" fill="#ffd000" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#fff"/></svg> </section> <section id="measure-and-improve-your-performance" class="t-best-practices__monitoring-phase-1 o-container u-maxw-10 u-Py-sm md:u-Py-md u-mx-auto u-relative"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">Measure and improve your performance </h2> <p class="u-text-p5">Your chatbot is up and running. Now, it’s time to see how it's doing and verify whether it meets your initial KPIs.</p> </div> <div class="t-desktop-screens"> <img src="/chatbot-best-practices/messure-performance.b2a6023b97abb632087b42d21bf8db0ee48048d1fc144c852b5c84af7828647c.png" srcset="/chatbot-best-practices/messure-performance_hu9e44a3eefdbb840c9776629659947b0f_81482_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/messure-performance_hu9e44a3eefdbb840c9776629659947b0f_81482_714x0_resize_lanczos_3.png 714w, /chatbot-best-practices/messure-performance_hu9e44a3eefdbb840c9776629659947b0f_81482_1068x0_resize_lanczos_3.png 1068w, /chatbot-best-practices/messure-performance_hu9e44a3eefdbb840c9776629659947b0f_81482_1422x0_resize_lanczos_3.png 1422w, /chatbot-best-practices/messure-performance_hu9e44a3eefdbb840c9776629659947b0f_81482_1776x0_resize_lanczos_3.png 1776w" alt="ChatBot statistics" class="md:u-block" width="888" height="601" > </div> <div class="t-mobile-screens"> <div class="x-scroll u-Mt-md " data-controller="x-scroll"> <div class="u-mb-sm t-hp-scrollme" data-target="x-scroll.swipeIcon"> <img src="/swipe.svg" alt="Arrow" class="u-w-auto u-ml-0" width="125" height="48"> </div> <div class="u-flex u-rounded u-bg-gray-900 u-mb-xs" data-target="x-scroll.scrollContainer"> <div class="u-flex u-items-start t-inner-scroll u-m-xs" data-target="x-scroll.innerScroll"> <img src="/chatbot-best-practices/messure-performance-mobile-1.4297017979630156681315b8bd88d457063cde2af1eb7c86844ec5e6096e3b2f.png" srcset="/chatbot-best-practices/messure-performance-mobile-1_hu68de5699c382a77df60c14acdb208398_17374_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/messure-performance-mobile-1_hu68de5699c382a77df60c14acdb208398_17374_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/messure-performance-mobile-1_hu68de5699c382a77df60c14acdb208398_17374_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/messure-performance-mobile-1_hu68de5699c382a77df60c14acdb208398_17374_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/messure-performance-mobile-1_hu68de5699c382a77df60c14acdb208398_17374_748x0_resize_lanczos_3.png 748w" alt="ChatBot statistics" class="u-maxw-4" width="352" height="468" > <img src="/chatbot-best-practices/messure-performance-mobile-2.2cd723a5e795251193eb5610c9cdbcaac6eb176f0be24dd4869a2972d114859c.png" srcset="/chatbot-best-practices/messure-performance-mobile-2_hu9ddefb57f50639b4564b3648a1bb1cb9_50332_360x0_resize_lanczos_3.png 360w, /chatbot-best-practices/messure-performance-mobile-2_hu9ddefb57f50639b4564b3648a1bb1cb9_50332_457x0_resize_lanczos_3.png 457w, /chatbot-best-practices/messure-performance-mobile-2_hu9ddefb57f50639b4564b3648a1bb1cb9_50332_554x0_resize_lanczos_3.png 554w, /chatbot-best-practices/messure-performance-mobile-2_hu9ddefb57f50639b4564b3648a1bb1cb9_50332_651x0_resize_lanczos_3.png 651w, /chatbot-best-practices/messure-performance-mobile-2_hu9ddefb57f50639b4564b3648a1bb1cb9_50332_748x0_resize_lanczos_3.png 748w" alt="ChatBot statistics" class="u-maxw-4" width="352" height="468" > </div> </div> </div> </div> <div class="u-maxw-10 u-Mt-md u-mx-auto o-columns v--two"> <div class="u-flex u-flex-col u-items-start"> <img src="/chatbot-best-practices/magnifier.a12c0bf0bf53689e98fce4d05d7facdfc25a1033948919c7a85501adf507d17a.svg" alt="Magnifier icon" class="u-maxw-1 u-border-0 u-my-md u-ml-0" width="64" > <div class="u-text-p5-bold u-mb-sm">Observe trends</div> <p class="u-text-p6">Check and see how many conversations your chatbot is having and which of the interactions are the most popular. Users may be interested in only one specific topic. Knowing that, you can redo your chatbot scenario. Provide more information about trending topics, and get rid of elements that aren’t interesting.</p> </div> <div class="u-flex u-flex-col u-items-start"> <img src="/chatbot-best-practices/question-mark.66fdbaeb8c2e7cd4e0d1419dca6ae945dbea72e0245f82caa0acfcaaeb386a1a.svg" alt="Question mark icon" class="u-maxw-1 u-border-0 u-my-md u-ml-0" width="64" > <div class="u-text-p5-bold u-mb-sm">Respond to shifting users' needs</div> <p class="u-text-p6">Browse your chatbot archives to see what type of questions your users ask and how they ask them. Real samples of users’ language will help you better define their needs. It will also help to map out more users' questions and train your chatbot to recognize them in the future.</p> </div> </div> <div class="u-maxw-10 u-Mt-md u-mx-auto o-columns v--two"> <div class="u-flex u-flex-col u-items-start"> <img src="/chatbot-best-practices/bot-face.98830c2c36985cb13396f7cd298407ad4c0d2665703b39ad1f5c6bf538fe21bf.svg" alt="Chatbot face icon" class="u-maxw-1 u-border-0 u-my-md u-ml-0" width="64" > <div class="u-text-p5-bold u-mb-sm">Get to know your users</div> <p class="u-text-p6">Look at detailed information about your users. Learn more about their demographics and interests. This will help you create your chatbot persona. If you, for instance, find out that your chatbot helps mostly young users, you can use more GIFs or visuals that they might like. Apply the language and tone that is natural for that group, and that will make the conversation stick.</p> </div> <div class="u-flex u-flex-col u-items-start"> <img src="/chatbot-best-practices/note.e8c3e397cc7266b34901b7c658610c649a5373624c6ecc52ec212031ed77783a.svg" alt="Note icon" class="u-maxw-1 u-border-0 u-my-md u-ml-0" width="64" > <div class="u-text-p5-bold u-mb-sm">Stay up to date</div> <p class="u-text-p6">Revise and update your scenario regularly, especially, when you use cultural references or address current events in your chatbot’s story. Unless you want to keep the Christmas spirit alive throughout the year, it’ll be better to keep your chatbot up to date.</p> </div> </div> <p class="u-text-p5 u-Mt-xl u-Mb-md md:u-My-xl u-mx-auto u-maxw-8"> Last but not least, if you find out that your results are worse than expected, it doesn’t mean that using a chatbot was a bad idea. Your chatbot might be missing just one vital element that’s stopping it from being successful. So, no matter the results, dig deeper to find out what is influencing your chatbot’s performance. </p> </section> <svg preserveAspectRatio="none" viewBox="0 0 1440 36" class="u-block" xmlns="http://www.w3.org/2000/svg" style="width: 100%; height: auto; "><rect width="100%" height="100%" fill="#fff" /><path d="M1440 36V8.2s-105.6-1.2-160.7-6a877 877 0 00-150.5 2.5c-42.1 3.9-140 15-223 15C754 19.6 700.3 6.8 548.8 7c-143.7 0-273.4 11.5-350 12.6-76.6 1.2-198.8 0-198.8 0V36h1440z" fill="#f6f6f7"/></svg> <section class="u-bg-gray-900 u-Py-xl t-wrapping-up"> <div class="o-container"> <div class="u-maxw-8 u-mx-auto"> <h2 class="u-text-p2 u-Mb-sm">Wrapping up</h2> <p class="u-text-p5">That was a long ride, but you’ve made it. Well done! Building an effective chatbot requires a lot of consideration and planning. You’ll need to spend as much time building and testing it, too. I hope, though, that our definitive list of chatbot best practices will help you create a powerful chatbot for your business. Easily automate your customer communication and reap even more benefits in the future!</p> </div> <div class="u-maxw-10 u-Mt-xl u-mx-auto u-flex-col u-content-center u-relative"> <h2 class="u-text-p3 u-Mb-sm u-text-center">Watch your business grow with ChatBot</h2> <div class="u-maxw-6 u-mx-auto"> <form action="https://accounts.livechat.com/signup?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories&source_id=best-practices-watch-grow&source_url=https://www.chatbot.com/chatbot-best-practices/" method="GET" data-controller="signup track utm-tracking" data-target="utm-tracking.element" data-action="track#send" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="" > <div class="u-maxw-8 u-mx-auto u-flex u-flex-col sm:u-flex-row" data-target="utm-tracking.form"> <input type="email" name="email" class="u-mr-xs u-mb-xs sm:u-mb-0 " style="min-width: 14rem;" data-target="signup.email" 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v--reset" >LiveChat</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/integrations/helpdesk/" class="b--u-text-xs c-link v--reset" >HelpDesk</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/integrations/facebook-messenger/" class="b--u-text-xs c-link v--reset" >Facebook Messenger</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/integrations/shopify/" class="b--u-text-xs c-link v--reset" >Shopify</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/integrations/slack/" class="b--u-text-xs c-link v--reset" >Slack</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/integrations/zapier/" class="b--u-text-xs c-link v--reset" >Zapier</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/integrations/wordpress/" class="b--u-text-xs c-link v--reset" >WordPress</a> </li> </ul> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-pr-1 b--sm:u-pr-0.25"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2 b--u-text-black-900">ChatBot Templates</p> <ul class="u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/chatbot-templates/marketing/" class="b--u-text-xs c-link v--reset" >Marketing Templates</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/chatbot-templates/sales/" class="b--u-text-xs c-link v--reset" >Sales Templates</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/chatbot-templates/support/" class="b--u-text-xs c-link v--reset" >Support Templates</a> </li> </ul> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-pr-1 b--sm:u-pr-0.25"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2 b--u-text-black-900">Resources</p> <ul class="u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/help/" class="b--u-text-xs c-link v--reset" >Help Center</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/docs/" class="b--u-text-xs c-link v--reset" >API & Developers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/academy/" class="b--u-text-xs c-link v--reset" >ChatBot Academy</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/blog/" class="b--u-text-xs c-link v--reset" >Blog</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/chatbot-best-practices/" class="b--u-text-xs c-link v--reset" >Chatbot Best Practices</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://status.chatbot.com/" class="b--u-text-xs c-link v--reset" target="_blank" rel="noopener" >System Status</a> </li> </ul> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-pr-1 b--sm:u-pr-0.25"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2 b--u-text-black-900">Company</p> <ul class="u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://text.com/" class="b--u-text-xs c-link v--reset" target="_blank" rel="noopener" >About <span class='b--u-text-bold'>text|</span></a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://partners.livechat.com/?utm_source=chatbot.com&utm_medium=referral&utm_content=footer" class="b--u-text-xs c-link v--reset" target="_blank" rel="noopener" >Partner Program</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://www.livechat.com/press/?utm_source=chatbot.com&utm_medium=referral&utm_campaign=footer" class="b--u-text-xs c-link v--reset" target="_blank" rel="noopener" >Press</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://www.livechat.com/careers/?utm_source=chatbot.com&utm_medium=referral&utm_campaign=footer" class="b--u-text-xs c-link v--reset" target="_blank" rel="noopener" >Careers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://incubator.livechat.com/?utm_source=chatbot&utm_medium=referral&utm_content=footer" class="b--u-text-xs c-link v--reset" target="_blank" rel="noopener" >LiveChat Incubator</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/legal/" class="b--u-text-xs c-link v--reset" >Legal</a> </li> </ul> </div> </nav> <div class="u-flex sm:u-items-center lg:u-justify-between u-flex-col lg:u-flex-row b--u-mb-6 b--md:u-mb-12 b--lg:u-mb-8"> <div class="u-hidden md:u-flex u-items-center u-flex-col md:u-flex-row b--u-mb-4 b--lg:u-mb-0.25"> <p class="b--u-text-sm b--u-text-bold b--u-mb-3 b--md:u-mb-0.25 b--u-mr-4">Start your free trial</p> <a href="https://accounts.livechat.com/signup?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories?source_id=footer_cta&source_url=https%3a%2f%2fwww.chatbot.com%2fchatbot-best-practices%2f&source_type=website" class="c-btn v--sm v--signup" data-controller="track utm-tracking" data-target="utm-tracking.element" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="Sign up free - Footer" data-action="track#send">Sign up free</a> </div> <div class="md:u-hidden u-flex u-items-center u-justify-center u-flex-col b--u-mb-6 b--md:u-mb-0.25"> <p class="b--u-text-sm b--u-text-bold b--u-mb-3 b--md:u-mb-0.25">Start your free trial</p> <a href="https://accounts.livechat.com/signup?client_id=92418ea187dd3c572383cbf56f015b6c&response_type=token&redirect_uri=https%3A%2F%2Fapp.chatbot.com%2Fstories?source_id=footer_cta&source_url=https%3a%2f%2fwww.chatbot.com%2fchatbot-best-practices%2f&source_type=website" class="c-btn v--signup u-w-full u-maxw-3 u-mx-auto" data-controller="track utm-tracking" data-target="utm-tracking.element" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="Sign up free - Footer" data-action="track#send">Sign up free</a> </div> <div class="u-maxw-5 u-mx-auto lg:u-mr-0"> <div class="b--o-grid b--o-grid--gap-6 b--md:o-grid--gap-4 b--o-grid--3 b--sm:o-grid--6"> <a href="https://twitter.com/ChatBotCom" aria-label="Twitter icon" class="u-text-gray-100 hover:u-text-gray-300"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M21.2 5a5 5 0 0 0 2.1-2.6c-1 .5-2 1-3 1.2a5 5 0 0 0-8.6 3.3l.1 1.2A14 14 0 0 1 1.7 2.9a5 5 0 0 0 1.5 6.6c-.8 0-1.6-.3-2.2-.6a5 5 0 0 0 4 4.9 5 5 0 0 1-2.3 0 5 5 0 0 0 4.6 3.5 9.9 9.9 0 0 1-7.3 2A14 14 0 0 0 21.5 6.8 10 10 0 0 0 24 4.4c-.9.4-1.8.7-2.8.8Z" fill="currentColor"/></svg></a> <a href="https://www.linkedin.com/showcase/chatbotcom/" aria-label="LinkedIn icon" class="u-text-gray-100 hover:u-text-gray-300"><svg width="24" height="24" xmlns="http://www.w3.org/2000/svg"><path d="M20.45 20.45H16.9v-5.57c0-1.33-.02-3.04-1.85-3.04-1.85 0-2.13 1.45-2.13 2.95v5.66H9.35V9h3.41v1.56h.05a3.74 3.74 0 0 1 3.37-1.85c3.6 0 4.27 2.37 4.27 5.46v6.28zM5.34 7.43a2.06 2.06 0 1 1 0-4.13 2.06 2.06 0 0 1 0 4.13zM3.55 20.45h3.57V9H3.55v11.45zM22.22 0H1.77C.79 0 0 .77 0 1.73v20.54C0 23.22.8 24 1.77 24h20.45c.98 0 1.78-.78 1.78-1.73V1.73C24 .77 23.2 0 22.22 0z" fill="currentColor" fill-rule="evenodd"/></svg> </a> <a href="https://www.facebook.com/chatbotcom" aria-label="Facebook icon" class="u-text-gray-100 hover:u-text-gray-300"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M24 12a12 12 0 1 0-13.9 12v-8.5h-3v-3.4h3V9.4c0-3 1.8-4.6 4.6-4.6l2.6.2v3h-1.5c-1.5 0-2 .9-2 1.8v2.3h3.4l-.5 3.4h-2.8V24A12 12 0 0 0 24 12.1Z" fill="currentColor"/></svg></a> <a href="https://www.youtube.com/livechat?sub_confirmation=1" aria-label="YouTube icon" class="u-text-gray-100 hover:u-text-gray-300"><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M9.5 15.6V8.8l6.5 3.4-6.5 3.4Zm14.3-8s-.3-1.6-1-2.3c-1-1-2-1-2.4-1C17 4 12 4 12 4s-5 0-8.4.2c-.5.1-1.5.1-2.4 1-.7.8-1 2.5-1 2.5L0 11.5v1.9c0 2 .2 3.9.2 3.9s.3 1.6 1 2.4c1 1 2.1.9 2.6 1 2 .2 8.2.2 8.2.2s5 0 8.4-.2c.5 0 1.5 0 2.4-1 .7-.8 1-2.4 1-2.4l.2-4v-1.8l-.2-3.8Z" fill="currentColor"/></svg></a> <a href="https://www.producthunt.com/posts/chatbot-2" aria-label="Product Hunt icon" class="u-text-gray-100 hover:u-text-gray-300"><svg width="24" height="24" xmlns="http://www.w3.org/2000/svg"><path d="M13.6 8.4a1.8 1.8 0 1 1 0 3.6h-3.4V8.4h3.4zm0 6a4.2 4.2 0 1 0 0-8.4H7.8v12h2.4v-3.6h3.4zM12 0a12 12 0 1 1 0 24 12 12 0 0 1 0-24z" fill="currentColor" fill-rule="evenodd"/></svg> </a> <a href="https://github.com/ChatBotCom" aria-label="GitHub icon" class="u-text-gray-100 hover:u-text-gray-300"><svg width="25" height="24" xmlns="http://www.w3.org/2000/svg"><path d="M23.2 6.1A12.3 12.3 0 0 0 12.4 0 12.3 12.3 0 0 0 1.7 6.1 12 12 0 0 0 0 12.3c0 2.7.8 5 2.4 7.2C4 21.7 6 23.2 8.5 24l.6-.1c.2-.2.3-.3.3-.5a365.7 365.7 0 0 0 0-2.3H9l-1 .1a7 7 0 0 1-1-.1c-.4 0-.8-.2-1.1-.5a2 2 0 0 1-.8-1l-.1-.3a4 4 0 0 0-.5-.8 2 2 0 0 0-.7-.7h-.1a1.2 1.2 0 0 1-.4-.5v-.1L4 17h.3l.8.4c.3.2.6.5.8.9.2.4.5.7.9 1 .3.2.7.3 1 .3h1l.7-.3c0-.7.3-1.3.8-1.7-.7 0-1.2-.1-1.7-.3-.5 0-1-.3-1.5-.6a4.3 4.3 0 0 1-2.2-2.7 8 8 0 0 1-.3-2.4c0-1.3.4-2.4 1.3-3.3-.4-1-.4-2.1 0-3.3.4-.1.9 0 1.5.2a9.8 9.8 0 0 1 2 1 11.6 11.6 0 0 1 6.2 0l.7-.3 1.4-.7c.6-.2 1-.3 1.4-.2.4 1.2.5 2.3 0 3.3 1 .9 1.4 2 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Your Ultimate Chatbot 🤖 Best Practices Guide