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Conversation Behavior & Settings

Configure how your chatbot communicates and interacts with users. This section covers all the behavioral and conversational aspects of your chatbot design.

Basic Chatbot Configuration​

Chatbot Identity​

Set up your chatbot's fundamental identity:

Chatbot Name​

  • Choose a memorable and brand-appropriate name
  • Keep it short and easy to pronounce
  • Consider your target audience and brand personality
  • Examples: "Sarah", "HelpBot", "Assistant", or your company name

Description​

  • Internal description for team reference
  • Helps maintain consistency across team members
  • Document the chatbot's purpose and capabilities
  • Useful for onboarding new team members

Logo & Branding​

  • Upload your chatbot's avatar or company logo
  • Supported formats: PNG, JPG, GIF
  • Recommended size: 64x64 pixels for optimal quality
  • Consistent branding builds user trust

Language & Localization​

Language Settings​

Configure your chatbot's primary language:

  • Choose from supported languages
  • Affects default messages and responses
  • Ensures culturally appropriate communication
  • Can be adjusted based on your target market

Multi-Language Support​

  • Set up multiple language options
  • Automatic language detection capabilities
  • Localized greeting and fallback messages
  • Cultural sensitivity in responses

Conversation Flow Design​

Greeting Messages​

Create the perfect first impression:

Welcome Message​

  • First message users see when starting a conversation
  • Should be friendly, helpful, and on-brand
  • Include what the chatbot can help with
  • Examples:
    • "Hello! How can I help you today?"
    • "Welcome to [Company]! I'm here to assist you."
    • "Hi there! What can I help you find?"

Conversation Starters​

  • Provide suggested questions or topics
  • Help users understand chatbot capabilities
  • Reduce friction in starting conversations
  • Guide users toward successful interactions

Fallback Responses​

Handle unclear or unrecognized queries gracefully:

Default Fallback Message​

  • Response when the chatbot doesn't understand
  • Should be helpful and offer alternatives
  • Maintains professional tone
  • Examples:
    • "I'm sorry, but I don't have enough information to provide a complete answer to your question."
    • "I didn't quite understand that. Could you please rephrase your question?"
    • "Let me connect you with someone who can help you better."

Escalation Triggers​

  • Define when to suggest human handover
  • Multiple failed attempts to help
  • Specific keywords that require human assistance
  • Complex queries beyond chatbot scope

Personality & Tone​

Communication Style​

Define how your chatbot communicates:

Tone Settings​

  • Professional: Formal, business-appropriate language
  • Friendly: Warm, conversational, and approachable
  • Casual: Relaxed, informal communication
  • Helpful: Solution-focused, supportive responses

Personality Traits​

  • Empathetic and understanding
  • Patient with repeated questions
  • Proactive in offering assistance
  • Consistent with brand values

Response Patterns​

Structure how your chatbot responds:

Response Length​

  • Concise for quick answers
  • Detailed for complex explanations
  • Balanced approach for most interactions
  • User preference consideration

Follow-up Questions​

  • Proactive engagement techniques
  • Clarifying questions when needed
  • Suggestions for related topics
  • Continuous conversation flow

Advanced Behavior Settings​

Conversation Context​

Maintain context throughout conversations:

Memory Settings​

  • Remember previous interactions within session
  • Reference earlier parts of conversation
  • Maintain conversation flow
  • Personalized responses based on context

Session Management​

  • Define session length and timeout
  • Handle conversation pauses gracefully
  • Resume conversations appropriately
  • Clear context when needed

Response Timing​

Control when and how quickly your chatbot responds:

Typing Indicators​

  • Show when chatbot is "thinking"
  • Provides natural conversation feel
  • Manages user expectations
  • Realistic response timing

Response Delays​

  • Prevent instantaneous responses that feel robotic
  • Natural conversation pacing
  • Allows users time to read responses
  • Configurable timing settings

Human Handover Configuration​

Handover Triggers​

Define when to transfer to human agents:

Automatic Triggers​

  • User specifically requests human help
  • Multiple failed resolution attempts
  • Complex queries requiring human expertise
  • Sensitive topics requiring human touch

Manual Triggers​

  • User can request human help at any time
  • Clear escalation options available
  • Smooth transition process
  • Conversation history transfer

Handover Messages​

Customize the transition experience:

Handover Introduction​

  • "I'll connect you with a team member who can help you further."
  • Professional transition messaging
  • Sets appropriate expectations
  • Maintains positive user experience

Wait Messages​

  • Keep users informed during handover process
  • Estimated wait times when available
  • Alternative contact methods if needed
  • Maintains engagement during waiting

Lead Collection Behavior​

Data Collection Settings​

Configure how your chatbot collects user information:

Collection Triggers​

  • Natural conversation flow integration
  • Appropriate timing for information requests
  • Value exchange for user data
  • Non-intrusive collection methods

Required vs. Optional Fields​

  • Essential information for your business
  • Optional fields for enhanced service
  • Progressive data collection
  • User privacy considerations

Privacy & Consent​

Ensure compliant data collection:

Privacy Notices​

  • Clear information about data usage
  • Consent mechanisms
  • Data retention policies
  • User rights information

Opt-out Options​

  • Easy unsubscribe mechanisms
  • Data deletion requests
  • Preference management
  • Transparent control options

Testing & Optimization​

Conversation Testing​

Ensure optimal performance:

Test Scenarios​

  • Common user queries and paths
  • Edge cases and unusual requests
  • Multi-turn conversations
  • Error handling situations

Performance Metrics​

  • Response accuracy rates
  • Conversation completion rates
  • User satisfaction scores
  • Escalation frequencies

Continuous Improvement​

Refine behavior based on data:

Analytics Integration​

  • Track conversation patterns
  • Identify common pain points
  • Monitor success metrics
  • User feedback analysis

Iterative Refinement​

  • Regular message updates
  • Behavior adjustments based on data
  • A/B testing different approaches
  • Seasonal or promotional adjustments

Best Practices for Conversation Design​

User-Centric Approach​

  1. Clear Communication: Use simple, understandable language
  2. Helpful Responses: Always try to provide value
  3. Graceful Failures: Handle errors professionally
  4. User Control: Let users guide the conversation

Brand Consistency​

  1. Voice Alignment: Match your brand's communication style
  2. Value Alignment: Reflect your company's values
  3. Consistency: Maintain the same tone throughout
  4. Professional Standards: Uphold your brand's reputation

Technical Excellence​

  1. Response Quality: Ensure accurate and helpful responses
  2. Performance: Fast and reliable interactions
  3. Scalability: Handle varying conversation volumes
  4. Integration: Seamless connection with your systems

Next Steps: With your conversation behavior configured, explore integration options to deploy your chatbot across multiple channels and platforms.