This article shows you how to write Chatbot messages that engage the user. By the end of this article, you will learn:

  • elements of a successful writing style
  • why the aim of the Chatbot affects how much you write

1 Keeping it simple

Reading is a user experience. Create a positive user experience by using a writing style that keeps readers engaged.

Write short sentences. Use simple language. Avoid large blocks of text (generally).

Few people read text. They scan.

Write for the user, and not for you.

2 Keeping it conversational

A conversational writing style is easy to read. That style works best in most cases; there are exceptions depending on the audience and nature of the content.

A conversational style:

  • uses contractions (e.g. don’t and not do not)
  • asks questions
  • has a chatty tone
  • doesn’t read like it was written by a government official

For more information about writing style, watch these videos:

  • Add Character
  • Don’t Be a Huamn

3 Thinking about the big picture

Every Chatbot has a business purpose.

What’s your aim?

  • build a list of leads by collecting emails
  • sell a product
  • book an appointment
  • collect information
  • capture a sale as before someone leaves the website

The amount of text in a Chatbot often depends on your objective. Below are 2 examples.

Exit Chatbot

An Exit Chatbot (e.g. make an offer before someone leaves a site) quickly gets to the point with a small amount of text.

More engagement

A widget Chatbot designed to build a list or book appointments needs a good amount of text to present information, touch on user pain points, offer a lead magnet, or collect user information.

More information

For more information about writing text with business aims in mind, watch:

  • Remember Your Goal

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