All how-to guides

  • The provided content offers guidance on designing effective conversations for Business Messages, covering everything from initial approach to optimization.

  • Key steps in conversation design include defining goals, setting expectations with a welcome message, guiding interactions, and using natural language.

  • Strategic use of both automation and live agents is crucial for meeting user needs during a conversation.

  • The content emphasizes tracking metrics and refining the design based on testing and learning for continuous improvement.

  • Design samples for marketing, sales, and support conversations are included to illustrate the application of the design guidelines.
Design the conversation
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
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.