We will be winding down Google Business Messages on July 31, 2024. Read more
here.
Design prerequisites
Stay organized with collections
Save and categorize content based on your preferences.
The type of conversation you offer depends on your customers' needs and your
business objectives. To prepare for conversation design, gather the following
information first.
- What is the tone of your brand? The chatbot represents your brand, so
it should use your brand's tone of voice. Keeping this
tone in mind helps you write the bot's responses.
- What is the purpose of the conversation? Local store
information, customer support, scheduling, assisted shopping? Use this
intent to define the agent's core functionality.
- Which entry points
does your agent support? In other words, where are your users coming from?
Try to anticipate common user intents based on entry point.
- Users who start a conversation from Google Maps may want store-specific
information like inventory or opening hours.
- Users who start from a non-local entry point like Google Search may want
broader information like order status or return policy.
- Users who start from a brand's webpage may have questions about their
account.
- What are the users' goals? In other words, where do your users want to
go? Knowing where their journey begins and ends helps you design the
ideal path leading from start to finish.
- Which aspects of the journey can a chatbot serve? Identify where users
can self-serve with automation vs. where a live agent is needed. This
helps you define the agent's capabilities and plan an appropriate handoff
response.
- What is the rollout plan for the agent? Some use cases may be seasonal
or tied to promotional events. Knowing the rollout plan helps you
prepare for user queries that are more likely around specific dates or
events.
- What are your metrics for a good conversation? Know what success looks
like. Increased customer service productivity, lead conversions,
resolution of store-related questions, high CSAT scores? These metrics
help you assess and refine the conversational experience.
Except as otherwise noted, the content of this page is licensed under the Creative Commons Attribution 4.0 License, and code samples are licensed under the Apache 2.0 License. For details, see the Google Developers Site Policies. Java is a registered trademark of Oracle and/or its affiliates.
Last updated 2024-11-14 UTC.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Missing the information I need","missingTheInformationINeed","thumb-down"],["Too complicated / too many steps","tooComplicatedTooManySteps","thumb-down"],["Out of date","outOfDate","thumb-down"],["Samples / code issue","samplesCodeIssue","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2024-11-14 UTC."],[[["\u003cp\u003eDefine your brand's tone of voice and the chatbot's purpose, such as customer support or scheduling, before designing conversations.\u003c/p\u003e\n"],["\u003cp\u003eAnticipate user intents based on entry points like Google Maps, Search, or your webpage to tailor responses and functionalities.\u003c/p\u003e\n"],["\u003cp\u003eMap the user journey to identify areas where a chatbot can effectively automate tasks versus where human intervention is necessary.\u003c/p\u003e\n"],["\u003cp\u003eConsider the rollout plan and potential seasonal or promotional influences to prepare for specific user queries.\u003c/p\u003e\n"],["\u003cp\u003eEstablish clear metrics, like customer satisfaction or lead conversions, to measure the success and effectiveness of your chatbot interactions.\u003c/p\u003e\n"]]],[],null,["# Design prerequisites\n\nThe type of conversation you offer depends on your customers' needs and your\nbusiness objectives. To prepare for conversation design, gather the following\ninformation first.\n\n- **What is the tone of your brand?** The chatbot represents your brand, so it should use your brand's tone of voice. Keeping this tone in mind helps you write the bot's responses.\n- **What is the purpose of the conversation?** Local store information, customer support, scheduling, assisted shopping? Use this intent to define the agent's core functionality.\n- **Which [entry points](/business-communications/business-messages/guides/concepts/entry-point)\n does your agent support?** In other words, where are your users coming from? Try to anticipate common user intents based on entry point.\n - Users who start a conversation from Google Maps may want store-specific information like inventory or opening hours.\n - Users who start from a non-local entry point like Google Search may want broader information like order status or return policy.\n - Users who start from a brand's webpage may have questions about their account.\n- **What are the users' goals?** In other words, where do your users want to go? Knowing where their journey begins and ends helps you design the ideal path leading from start to finish.\n- **Which aspects of the journey can a chatbot serve?** Identify where users can self-serve with automation vs. where a live agent is needed. This helps you define the agent's capabilities and plan an appropriate handoff response.\n- **What is the rollout plan for the agent?** Some use cases may be seasonal or tied to promotional events. Knowing the rollout plan helps you prepare for user queries that are more likely around specific dates or events.\n- **What are your metrics for a good conversation?** Know what success looks like. Increased customer service productivity, lead conversions, resolution of store-related questions, high CSAT scores? These metrics help you assess and refine the conversational experience."]]