Tips for Using Facebook Messenger Chatbots

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Be transparent
First, make sure your users know they'll be interacting with a bot. For example, you can start by introducing it, or even giving it a name, as Decathlon does in this example.

Decathlon Canada’s (sports) chat bot
Source: Decathlon Canada
Next, clearly explain what the bot can and cannot do. Program your bot to guide armenia phone number data the user by asking questions or displaying prompts.

Decathlon Canada's bot finds products and tracks deliveries
Source: Decathlon Canada
If the bot needs time to process a request, use a typing indicator (the three little dots) to make sure the customer knows something is happening, as shown in this example from Tiffany & Co.

Tiffany & Co. Strike Indicator
Source: Tiffany & Co
If you need to delay your response or transfer the conversation to a live agent, say so too, and specify how soon the customer will receive a response, just like Bumble's bot does.

Bumble Support Team Hours of Availability
Source: Bumble
A small pitfall to avoid : don't call your Facebook chatbot a "real-time chat" or use any expression implying that a human agent is handling the conversation.

Be concise
According to Facebook , most interactions with Messenger chatbots take place on mobile devices: don't force your customers to read lines and lines of text on their small screens or write 3 km long responses.

Buttons, quick replies, and menus can streamline conversations by saving them from typing at every step. In this example, KLM offers eight conversation options.

KLM conversation options, including COVID-19, baggage, and flight status
Source: KLM
Allow customers to enter information when needed, but always offer default answers or response options when your bot asks a question.

Respect your brand voice
Your customers need to know they're talking to a bot, but especially your bot. Use phrases they'd expect to find on your website and maintain your usual tone. If your brand aims for a relaxed and friendly image, your bot should do the same.

That said, avoid overdoing it. Refrain from using overly familiar or specialized terms that your users won't understand. Read your bot's sentences aloud to a colleague to check they're clear.

Finally, always use a tone appropriate to the subject. If you're asking someone for personal information, such as a flight number or address, adopt a more professional tone.