We have collected some tips and things to consider when writing bot responses.
It is of course up to you to choose the tonality and how you want the bottom to express itself, but some things you may not think about when you write a bot answer for the first time.
I or We?
Sometimes you choose to give life to the bot in the form of an avatar (you can create one easily here: https://getavataaars.com/) and a name. Then it becomes natural that the bot writes in I form.
Otherwise, you can choose a more "personal" style of language and only deliver information. You can also write referring as "we", where the "we" is e.g. Customer service.
Repeat the visitor's input
It is important to be clear about what you are answering. When we build our bots, we work with language understanding, and there are extremely many ways to express yourself.
In order to minimize the risk of misunderstanding between the visitor and the bot, the bot can advantageously repeat the question to which it answers.
Don't start with yes or no
There is always a risk of misunderstanding and if you just write "Yes, we do!" then we may have answered a question incorrectly, if the visitor has expressed himself from the beginning in a way that he has not yet learned (and misunderstands).
Don't have too long answers
When you write very long answers, you run the risk that the visitor will lose interest and find it overwhelming. It is not very customer friendly.
Some answers can be difficult to get short. Then it is better to refer further, e.g. with a button out to a help article or other further information.
…and share the answers!
A chat should feel alive without, for the sake of it, feeling like the bottom is spamming the visitor with messages. It's a fine line.
If you have succeeded in shortening your answers, you can think that you can have a new speech bubble with each new sentence. It is not a rule, but a tip on how to think.
Use buttons, lists and images
Buttons are a great way to collect information and move the customer forward in the conversation.
Sometimes a picture can ring in the information in a good way. The image is clickable for the visitor.
Emojis
In Ebbot, you can use emojis in your bot responses. You can also use emojis as a visitor and as an agent. Include emojis in your bot answers in the question sheet right from the start!