Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Go to Haptik Website
  • Contact Us
  • Home
  • Conversation Design
  • Design Guides

How to end the conversation?

Written by Medha Anand

Updated on October 26th, 2021

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Getting Started
    Build Deploy Analyse Manage Account Bot Deactivation
  • Bot Building
    Essentials Smart Skills Steps User Messages Bot Responses Entities Connections Customisations User feedback collection Testing Whatsapp Bots NLU Bot Maintenance
  • Smart Agent Chat
    Set up Admin Settings MyChats Section (Agent Inbox) Live Traffic Section Teams Section Archives Section Analytics Plans on Smart Agent Chat
  • Conversation Design
    Design Basics Design Guides Designing for Platforms Designing WhatsApp Bots
  • Developer Guides
    Code Step Integration Static Step Integration Shopify Integration SETU Integration Exotel Integration CIBIL integration Freshdesk KMS Integration PayU Integration Zendesk Guide Integration Twilio Integration Razorpay Integration LeadSquared Integration USU(Unymira) Integration Helo(VivaConnect) Integration Salesforce KMS Integration Stripe Integration PayPal Integration CleverTap Integration Fynd Integration HubSpot Integration Magento Integration WooCommerce Integration Microsoft Dynamics 365 Integration
  • Deployment
    Web SDK WhatsApp Facebook Instagram Sunshine Conversation LINE Google Business Messages Telegram MS Teams Bot as an API iOS SDK Android SDK
  • External Agent Tool Setup
    Zendesk Chat Salesforce Service Cloud Freshchat Zoho NICE CXOne Gorgias
  • Analytics & Reporting
    Intelligent Analytics
  • Notifications
    SMS Notifications Success Measurement
  • Commerce Plus
    Catalog Integration Bot Building Guide Channel Deployments Unified ML Pipeline Documentation
  • Troubleshooting Guides
    Error Messages FAQs
  • Release Notes
+ More

While designing a bot, it is extremely important to design the end of your conversation. After all, how you end a conversation dictates whether a person would be interested in talking to you again. A good end to a first date is more likely to lead to a second one.

In the same vein, your bot must never end a conversation abruptly. Use the end of any conversation, successful or otherwise, to re-engage the user in some way.

Techniques to end a conversation gracefully and usefully —

  1. Encourage users to continue using the bot.To do this, we recommend showcasing the other capabilities of the bot —
    • Give the user a custom set of options based on their previous selection
    • Teach users about where to find the Menu.
      Here’s how you can do this for Web SDK bots:Here’s how you can do it for WhatsApp bots:
      Type 0 to go to the main menu or enter your query below!
    • Ask users whether they need more help. Here’s a sample flow.
      Is there anything else I can help you with? The possible answers could be Yes and No.
      If Yes, show the menu.
      If No, end your conversation gracefully.
  2. Say bye gracefully
    • Remind them and encourage them to visit
      Happy to help! I will be around whenever you need me.
    • Tell them how to start chatting the next time
      Thank you for contacting us. I will be around whenever you need me. Say “Hi” to start chatting!
  3. Collect feedback
    Using your IVA as a source of feedback is crucial to make it a long-term success. Keep listening to what your end users want from your bot and analyze the results frequently.
    Here are three simple ways you can incorporate feedback collection into your user journey:
    1. For the bot
      • Ask Did that resolve your query? and consider shifting the conversation to a human agent if the user is unhappy.
      • Use Haptik’s built-in feedback mechanism to trigger feedback at the end of a conversation. You can use the {feedback} command to embed this in your message and can customize the message copy!
    2. For individual bot replies
      Use Haptik’s per-user message feedback mechanism. You can read more about it here.
    3. For the brand
      It is important to note that brand feedback, i.e. feedback for your product and company’s offerings is different from feedback for your bot. As long as this distinction is made clear to your end-user, you may collect brand-level feedback on your bot using a link. Whatever you do, strike a balance.

There needs to be an optimum balance between the time after a chat ends and feedback collection starts. It should not be too long that you lose the user nor should it be too short that the bot seems intrusive to the user.

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • How to set up a flowchart tool?
  • What are the basic building blocks of Conversation Design?
  • Understanding different UI elements
  • Introduction to Conversation Design

Platform

  • Conversation Studio
  • Smart Skills
  • Advanced NLU
  • Intelligent Analytics
  • Omnichannel
  • Smart Agent Chat
  • Enterprise Security
  • Integrations

Solutions

  • Conversational Commerce
  • Lead Generation
  • Customer Care
  • WhatsApp
  • Conversational IVR
  • Google Business Messages

Industries

  • Retail/ E-Commerce
  • Financial Services
  • Travel & Hospitality
  • Telecom

Knowledge

  • ROI Calculator
  • Reports & Research
  • Case Studies
  • Webinars
  • ISAT
  • Tech Blog
  • Business Blog
  • Resources
  • Haptik v/s Yellow
  • Haptik v/s Liveperson
  • Haptik v/s IBM Watson
  • Haptik v/s Verloop
  • Conversations on AI

Company

  • Why Haptik
  • About Us
  • Careers
  • News & Media
  • Awards & Recognition
  • Contact Us
  • Partnerships
  • Investor Relations

Subscribe

Sign up to recieve the latest updates

Find us on

  • Twitter-footer
  • Linkedin-footer
  • YT-footer
  • Insta-footer
  • G2-footer
  • Facebook-footer

Knowledge Base Software powered by Helpjuice

Copyright © jio Haptik Technology Limited 2021 | Data Security & Privacy Policy | GDPR

North America | Asia Pacific | Africa | enterprise@haptik.ai

Definition by Author

0
0