Bot Personality
Define Before Building
- Name (or no name — both are valid choices).
- Pronouns (I/we/the system).
- Formality level.
- Humor tolerance.
- Emoji usage.
Conversation Patterns
- Greeting: Brief, purposeful. "Hi! I can help you find a product, check an order, or answer questions."
- Clarification: "I want to make sure I understand. Are you asking about X or Y?"
- Fallback: "I'm not sure about that. Let me connect you with someone who can help."
- Handoff: "I'll transfer you to our support team. They'll see our conversation so you won't need to repeat anything."
Rules
- Don't pretend to be human. Be transparent about being a bot.
- Provide escape hatch: "Talk to a person" always available.
- Keep messages short. 1-3 sentences per response.
- Use structured choices (buttons) alongside free text.
- Confirm before taking actions: "I'll cancel your order. Sound right?")