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Define your 1st Automation User Journey
Start with the intent Understand your users, then define your high level conversational journey. Consider the best channel(s) and integrations needed for automation. Key questions to ask: Have you analyzed data to uncover reasons for contact, and highest opportunities for automation? How will your automated experience…
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Designing for Web, SMS, Apple Messages for Business & other channels
Always utilize the channel’s native UI and rich content Leverage buttons, structured content, quick replies, and other Rich UI elements that are available. These vary by channel. Pay attention to limitations for different UI Elements. For example, Quick Replies for Web must be 25 characters max. Quick Replies for Apple…
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Tips for FAQ bots & KB management
Knowledge Base (KB) articles provide a good way to add simple text content to answer customer questions without needing a developer to build a full flow within a bot. They are best used when there is a straightforward answer to a customer’s question, as opposed to guided flows which may require asking the customer…