All how-to guides

  • Business Messages empowers businesses to design engaging and effective conversations across the customer journey, covering marketing, sales, and support interactions.

  • This comprehensive guide details the step-by-step process of designing conversations, from defining goals to optimizing the user experience through testing and refinement.

  • Utilizing rich features and natural language, businesses can create interactive and user-friendly chatbot experiences that seamlessly integrate automation and human support.

  • The guide offers practical design samples and JSON payloads for marketing, sales, and support scenarios, enabling businesses to adapt and implement these strategies effectively.

  • By leveraging Business Messages and adhering to design best practices, businesses can enhance customer interactions, foster engagement, and drive desired outcomes.
Design the conversation
Conversation design for Business Messages
Get inspired to design high-quality conversations for various user journeys.
How to approach the design
Review the sequence of steps for conversation design.
Design prerequisites
Define the goals of the conversation and gather prerequisite information.
Set the stage with a welcome message
Design a greeting to set the user's expectations and entice them to continue the conversation.
Guide the interaction
Map out the conversation flow using rich features to guide the user.
Be conversational
Use natural language to craft the chatbot's responses.
Use both automation and live agents
Strategically use automation and human support to meet the user's needs.
Re-engagement
Design a personalized follow-up to re-engage the user.
Test, learn, optimize
Track metrics for conversational quality and refine or expand the design.
Design samples
Design sample: Marketing
See how design guidelines apply to a marketing conversation, including JSON payloads you can adapt to your design.
Design sample: Sales
See how design guidelines apply to a sales conversation, including JSON payloads you can adapt to your design.
Design sample: Support
See how design guidelines apply to a support conversation, including JSON payloads you can adapt to your design.