How to Create an Engaging Chatbot Conversation Flow?


Ruchi Gohri
By Ruchi Gohri | Last Updated on September 8th, 2020 4:33 pm | 5-min read
Chatbot Conversation Flow - Appy Pie

Chatbots must sound like a human agent. This helps businesses establish better connections with their clients, website visitors, or whoever interacts with their chatbot. As we have already talked about how to create an ultimate chatbot in one of our previous posts, let us not go that deeper into the topic in this article.

As we all know chatbot marketing is one of the best marketing strategies that any business could implement, so we need to do it right. And for that, we must know how to create engaging content that has the potential of keeping the users connected to your brand.

I mean, don’t you think? We as a human get connected by talking and expressing what we have in our mind.

Wouldn’t it work with the chatbots?

How would you feel if you ask someone a question and you don’t get the relevant response?

We need to train our chatbots in the way that they understand what has been asked and answer it correctly. Here, in this post, we will take you through the 5 simple steps to create an excellent chatbot conversation flow that will make your chatbot sound and interact like a real person.

How to Create a Chatbot Conversation Flow

Here are 5 simple steps to help you create an excellent chatbot conversation flow.

  1. Determine Your Chatbot’s Purpose
  2. The very first step that you take to create the best conversational script is to determine your chatbot’s goal and purpose. Figure out whether your chatbot is to assist your customers in purchasing or if it is just a greeter for your website visitors. Define the purpose as per your business preferences and create your online chatbot script accordingly.

  3. Give Your Chatbot an Identity
  4. Before you start, give your chatbot a name and identity. This helps businesses add authenticity to their bot and find its voice. With this chatbot persona, you can easily determine the writing style, maturity, tone, and politeness you should use in your writing.

  5. Create Chatbot Conversation Flow
  6. Create a chatbot flow that keeps your users engaged. Make sure the answers are short and precise. Here are a few elements that you must include in your chatbot conversation flow.

    • Greeting: To welcome the user
    • Asking: To keep the users engaged and gather information
    • Checking: To find the answer to the user’s question
    • Informing: To respond with a solution or a workaround
    • Suggesting: To give users multiple answers or options
    • Error: If chatbot doesn’t understand the query
    • Apologizing: To be used when having no information for what has been asked
    • Wrap Up: A clear end to the conversation

    Also add some visual elements like images, emoji, GIFs, etc. to make conversations interesting. Create flows for multiple conversation types with almost the same speech pattern. Create a conversation script structure by drawing the outlines. And then, start writing different possible conversation scenarios.

  7. Determine the Proper Tone
  8. Chatbots’ tone leaves a great impact on the overall user experience. People get more attracted to the brand that offers excellent customer service than the one that offers an average one. Chatbots are a kind of programmed customer support agent for your business that must understand the proper tone for the audience.

  9. Put Your Conversation Flow to the Test
  10. Read your script yourself multiple times and check if there is something that you won’t like as a customer. Interact with your bot to check the conversation flow. Show it to your team members and have them interact with your bot. Once you get it checked, make the required changes and let it outlive.

Create Conversations UsingChatbots - Appy Pie

How to Deliver the Best Content Experience

Here are a few golden rules to keep in mind when creating a chatbot conversation flow.

  1. Personalize Your Message
  2. Make sure your chatbot personalizes the messages. It makes a difference when you address the users with their names. Think of the emails that companies send to their clients calling them by their names. How do they sound to you? Better, right? Chatbots are a blessing for the businesses that are planning to implement personalization.

  3. Make Bot Your Brand Ambassador
  4. Add an online chatbot to your business website to promote your brand. This is one of the best ways of increasing your brand awareness. A well-programmed chatbot can help you target the audience thinking about your brand and looking for your products. However, for this, more people must use your chatbots. Once they do, they will learn more about your products and have their attitude towards your company will change.

  5. Make Your Chatbots Act like a Human
  6. Humanize your chatbot to ensure that it sounds like a human. If your users will feel they talking to a real person and not a robot, they will feel more connected. Here is a post for you to learn how you can humanize your chatbot – 7 Effective Tips to Humanize your Chatbot.

  7. Take Ideas Directly from the Customers
  8. Go through the customer interactions and check what they want. Generate new ideas from the existing conversations and the analyzed user behavior. Try to create new stories by tapping your consumers for insights on their preferences, product performance, tips, suggestions, and other industrial products.

    Go through this post to learn how you can use chatbots to generate more leads – How to Use Chatbots to Generate Leads?

  9. Don’t Compromise on Quality
  10. Take a lot of time in developing your bot and humanizing it. The better it will sound like a human, the better it will be able to keep your target audience engaged. Even if the customers realize that there is a robot at the other end of the conversation, they will appreciate you if everything goes right. However, this also comes with a huge risk of losing the same customer forever, if anything goes wrong.

Conclusion

I hope this article will help you create an engaging chatbot conversation flow. Make sure you focus on three major elements when creating a chatbot script – focus on the customer, focus on context, and focus on technology. All these elements help you create and deliver an excellent content experience to your audience.

To make all this work, you need to create an online chatbot for your business first. And you can do that with one of the best chatbot building platforms available online – Appy Pie’s Chatbot Builder. The software doesn’t only help you create the chatbot but also customize it as per your business requirements. Once your chatbot knows about your brand and its products, it will better communicate with your clients.

Was that helpful? Do let us know in the comments how it worked out for you. Also, share your experiences with Appy Pie Chatbot! Good Luck!

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Ruchi Gohri
About The Author

Ruchi Gohri, content writer at Appy Pie, has penchant for writing. With over 4 years of experience, she plays around with words elegantly, crafting simple content for all to read. In her free time, she loves her couch either to read or catch on her sleep.

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