How to Write a Chatbot Script: 10 Writing Tips & Useful Examples
Chatbots have become a real life-changer in business. Now clients enjoy 24/7 access to services, and they do not have to wait for ages to solve simple problems because chatbots can resolve up to 80% of issues without human interference.
So for now, chatbots have become an essential part of any business that wants to save time and please its clients.
Not every chatbot is effective and loved by audiences, though. Stay tuned and learn how to make your own chatbot scripts that convert and actually help users. We have prepared ten tips to get you going and created some top custom scenarios to get inspired from.
What is a script for a chatbot?
All chatbots are powered by scripts that are basically the plan that produces certain conversations when triggered by users’ actions. In simple chatbot scriptwriting, a bot picks up keywords and gives the needed FAQ section based on them. However, chatbot technology has surpassed this easy level.
Now that we have artificial intelligence (AI) and machine learning (ML), bots can carry out conversations and perform actions like making reservations, purchasing things, or giving recommendations. These kinds of bots are given scripts at first but as they interact with users more, they are able to perform more personalized conversations.
Are you wondering how to make scripts work for chatbots? The main two requirements for scripts are to be able to give answers to as many questions as possible and to imitate human-like interaction.
A well-written script is what makes a chatbot useful for customers. If the bot cannot provide answers to an inquiry or sends too many unnecessary answers, customers will never use it. They will continue to bombard your customer support team. In this case, the bot will truly remain just an obstacle in the way to human help.
However, a well-written script can provide customers with resolutions to their issues around the clock and help avoid long waits for the answer from human agents. Businesses can benefit greatly as well, and:
- increase sales by recommending products and describing them in greater detail;
- win customers by providing 24/7 access to your business and boosting their satisfaction levels;
- significantly boost productivity by helping more customers in less time and with fewer resources.
10 tips for effective chatbot script writing
So what do you do to create a chatbot script for auto-responses that works? What are those magic tips that turn an unhelpful bot into a conversion driver? Let’s dive deeper.
Tip #1. Say hello
Users need to know that you have a support bot and that it is the bot that they are talking to. Otherwise, clients may think that they are talking to a human and get frustrated. The explanation is done via a welcome message. You should say hello, introduce the bot’s name, share what it can do for the user and how to use it. End the welcome message with a question like “How can I help you?” and that’s it.
The most difficult part here is to share what the bot can do and how to use it. Tell users about the three most significant things that the bot can do and give basic short instructions. The main goal is to make the message as simple, clean, and short as possible.
Hey (customer’s name)!
I am Jack, a bot that is your guide to the book world.
I can help to find your next favorite book, create an order, or get an exclusive 10% off coupon for such a keen reader.
Welcome message from Acme Bot
Tip #2. Add request buttons
Users might be a bit confused when it comes to chatbots. So they may not know how to form their question, even if you provide guidelines on how to use the bot. We recommend adding some question or request buttons that are often asked, for example, “What is on your menu?”, “Find products,” “Schedule now,” etc. It will also allow users to avoid typing — which they will greatly appreciate.
Request examples from HubSpot Bot
Tip #3. Create a human-like conversation
Do you remember that the success of your chatbot depends greatly on how human-like their answers are? So write a script that is close to those you give to your customer support team. For example, avoid passive voice and go for a first-person and friendly narrative. Do not follow chatbot dialogue examples like “these products were found for you based on your preferences” but rather use “I found these products that I think you may like” instead.
Messages imitating human interaction
Tip #4. Be empathetic
In practice, chatbots offer an even less formal tone than customer support representatives to compensate for the fact that they are robots. And customers like it. You can add small talk elements such as “How are you feeling today?” and reactions like, “I like your style, great choice!” You can even use witty responses to witty user inquiries. However, do not overdo it and make sure that it fits with your brand identity and target audience. It is unlikely that customers over 35 will like gen Z’s humorous chatbot script template.
Empathetic scriptwriting for chatbots
Tip #5. Keep the answers short and easy to digest
If a question requires a one-sentence response, do not try to turn it into a paragraph. If a question requires an article-worthy answer, provide the most essential information and link to the article that explains things better.
While writing chatbot scripts, you need to make sure that your bot’s answer provides all the necessary information, so the user doesn’t need to request any additional details from you.
Short and concise answer
Tip #6. Proofread
Simple, innocent misspellings or minor grammar mistakes in chatbot flow examples may turn you into a “scam,” “unprofessional,” or “careless” brand in a customer’s head. So make sure that your bot, no matter formal or friendly, is error-free.
Tip #7. Create a personality
If your bot has a personality that is relatable or believable, you are one step closer to creating a human-like bot. Such bots make the experience memorable and fun rather than distant and robotic.
I bet you’re wondering how to design a chatbot script with a personality? Simple. Use your brand’s voice or mirror your customer’s personality. The attitude of the bot should also depend on its goal. If it resolves some serious issues, it should be professional and straightforward. If it is for a shopping spree or reserving tickets for a fun adventure, wit and liveliness will be just right.
Swelly is a great example of a chatbot that transmits its brand identity with wordplay.
A bot with a unique personality
Tip #8. Analyze users’ requests
You can not possibly fit all the questions and answers of the world in one script but try to fit in as many as you can. The best way to do so is to analyze the script of your support team representatives. After you fill in the majority of frequent questions, try to listen to the conversations to understand what else bothers the customers. This is not only a great way to create a chatbot custom command script but also to update the script of the support representatives, add new FAQ sections, and maybe fix any existing problems.
A bot with an FAQ section
If you have time and willpower, you can also add extra funny responses to witty inquiries. Users love to mess with bots and if the bot can shoot back an amusing or sarcastic response to a joke, you will definitely win extra points. Especially since users love to share the responses they get on social media.
Tip #9. Allow users to go back
This is a simple detail, one button really, but many businesses forget about it. Let the customer circle back to the previous options in case they change their mind or understand that the bot did not get their initial question. It is normal to have misunderstandings but it is bad if you can not recover from them.
Availability to return to the menu
Tip #10. Update
Unfortunately, it is not enough to create a script and forget about it. You need to constantly update information, add new question responses, attach new information about sales or coupons, etc.
Before launching your bot, do not forget to test it internally with the company’s employees. Let them be serious and mess with the bot. Then, collect feedback.
Bot offering relevant deals
Also, do not forget to ask customers what they think about the bot. At the end of every conversation, ask them to rate the bot. If the rating is low, send a short questionnaire asking why they did not enjoy the bot. The questionnaire should include just one question with no more than 5 answer buttons and one extra field for cases when the reason is not there.
Chatbot script examples to fit into your sales funnel
Chatbots not only help customers solve problems but can complement your sales funnel at every stage. Here is how chatbot scripts fit in the sales funnel.
In the awareness stage, a customer just discovered your company through an ad. Here you can use bots on social media such as Facebook or messenger as Whatsapp if they have found the ad there. If you have a chatbot on your website, it should appear after a minute of user browsing and offer recommendations based on where a customer came from and what they were looking at.
This is when a customer knows about the fact of your existence but they want to learn more about what you have to offer. Here you can use scripted chatbot examples in the form of an FAQ: offer questions and answers about products, order process, delivery, prices, etc.
At this point, a customer needs just a little extra push to complete their purchase. Based on their previous behavior, you can either send personalized recommendations and coupons or send the customer to a sales representative. Chatbot conversations are also a great way to understand who is a leader and who is not so that your sales reps do not have to waste time on random visitors with no buying intent.
Here, chatbots can upsell or cross-sell based on previous conversations and user behavior. You can also send a cart abandonment message to try to capture the attention of the user one last time.
Chatbot dialogue examples
Example #1. A bot that makes reservations at a restaurant
Welcome to (Restaurant/hotel name). I am Daniel Bot, I can help you make a reservation.
- Question: What day works for you?
- Question: What time should I reserve for you?
- Question: Are you taking yourself on a date or is someone else coming?
- Question: Do you have any wishes for the table?
Thank you for making a reservation with us! We’ll be waiting for you on (Date) at (Time).
Use 13Chats to create a workflow for your communication plan. You can also make your script even more efficient by adding buttons with images, files, links, or redirect the user to another chat script!
An example of a restaurant reservation script
Example #2. A bot that helps to find an outfit
Hello Fashion Icon!
I am May Bot and I will be your shopping buddy for today!
- Question: What kind of clothes are you looking for? (Provide a list of buttons: dresses, t-shirts, hoodies, etc).
- Question: So you need (type of clothes)! What style are we hunting for? (Provide a list of buttons: fancy, casual, sport, etc.)
- Question: Interesting choice! Do you have a color preference? You can choose more than one!
Here’s what I found for you! Do you like any of these?
This is how this flow looks in the 13Chats builder:
Clothes retailer script
Example #3. Bot for an educational platform
Hello, future IT professional! I am Christina Bot and I was created by students just like you.
- Question: What do you want to learn today?
- Question: We offer several courses in Python. Please, choose one. (Provide a list of buttons: Python for beginners, Intermediate Python, Advanced Python)
- Question: Amazing choice! Professor Chen has a way of explaining difficult concepts. When would you like to start? (Provide a list of buttons: this month, next month, not sure yet)
Great! We are excited to see you for a test lesson on (date and time)!
Take a look at the script:
A script for an educational chatbot
Example #4. Bot for customer support
Good evening! I am Matt Bot, how can I assist you? (Provide a list of buttons: track my order, change my order)
- Question: Can you please provide your tracking number so I can check your delivery status?
- Question: I am sorry but your order has been lost in the post. Can we offer to send you the order one more time or do you want a refund? Please, learn more about our refund policy here. (Provide a list of buttons: resend the order, request a refund).
Okay, refund it is. The money will be transferred back to your card within 2-3 business days.
The script might look like this:
Customer support script
Consider 13Chats as your trusted partner
13Chats allows you to easily create chatbots for both your website and social media pages. With a live chat, you can customize the look and feel of it to fit with your brand’s identity, trigger live chats based on the user’s behavior, get access to the user’s previous chat sessions, and analyze their behavior with our deep analytics tool. Create a chatbot conversation script and check out more chatbot messenger script examples to benefit both you and your customers effortlessly.
Chatbots are a great way to please customers and reduce resources spent on customer support. Now you know how to write a chatbot script that serves your customers and helps to reach your business goals.
If you want to create a chatbot with as little effort as possible, welcome to 13Chats! Create a fully customizable bot, get access to our knowledge base, and connect with the community of marketers in just a few clicks!