Customer experience practices

Welcome message

Set up a User Input at the start to capture any first message from customers to initiate the bot. An automated system should respond within 5 seconds, clearly identifying itself as a virtual agent to ensure transparency and build trust.

Welcome back message

When the customer returns to the chat, you should start the conversation with a ‘welcome back’ message instead of the regular welcome message. This creates a better experience for your customers.

To differentiate between new and existing customers, you need to set up filters in ChatBot.

Triage menu

A triage menu should be sent at the beginning of the interaction. This is a quick way to guide and help the customer. You can use the Quick reply option in ChatBot (it supports up to 5 options).

Agent routing

If a customer sends “help” or something the bot can’t understand, transfer them to a live agent to ensure they always get support.

Live agents

Transfer to live agents

Each time a customer is redirected to an agent, the virtual agent must inform them about it. If the transfer takes place between two live agents, the first agent must also inform the customer. This keeps customers informed during handoffs, enhancing transparency and trust while reducing confusion or frustration.

Live agent introduction

When starting a conversation with a customer, agents must always introduce themselves. This creates a more personal and trustworthy experience, making customers feel acknowledged and valued.

Information provided

Agents can access the entire conversation history, including previous responses and recent transactions, so there should be no need to ask a customer to repeat information. This creates a smoother, more efficient experience by minimizing repetition and making customers feel understood.

Closing chat

Please avoid using phrases about closing chat or similar. It's important to ensure customers understand they can reach out to the business at any time.

Rich Links

All URLs must be sent as Rich Links, so the website’s preview is visible to the customer. This simplifies navigation and reduces friction.

Feature bubbles

Feature bubbles should include a relevant thumbnail image and clear call-to-action text, so customers recognize them as tappable items. For example, the subtitle could be “Tap here to start your experience”.

Form message

Use the Form message to collect information from customers. Tapping it opens a window with your questions.

List picker

Use the List picker to gather information from your customers, offering multiple options for selection.

Time picker

Use the Time picker to allow your customers to select the time slots necessary for scheduling, etc.

Personal Identifiable Information (PII)

Only request PII when necessary to resolve the issue, thereby protecting customers' privacy and trust. Begin with a yes/no Triage menu question before requesting personal information.

Terms of Use and Privacy Policy

If you want to share the Terms of Use and Privacy Policy in the chat, send them as a Rich Link to your website, not a long text, allowing customers to read the full terms at their convenience. Send only on first contact or when updated. This makes important information accessible without overwhelming customers, improving clarity and convenience.

Customer satisfaction (CSAT)

CSAT surveys are optional for XP Review. Send them after the full experience (not each FAQ), use Quick Reply, and describe scores with words, not numbers.