Tone and brevity
Warm, plain and short. Long paragraphs kill chat. Write like a helpful person texting, not a manual.
Long paragraphs kill chat — write like a helpful person texting, not a manual.
Buttons vs free text
Offer buttons for common choices to keep people on track, and free text where they need to explain. Mix both thoughtfully.
Guide, don't interrogate
Ask one thing at a time and explain why you're asking. A bot that fires ten questions feels like a form; one that guides feels like help.
Firing ten questions at once feels like a form; asking one thing and explaining why feels like help.