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