How it works / Conversation design
Conversation design: every line planned before launch
We design every conversation to feel natural, ask only the questions that matter and finish with a clear next step for the visitor.
What goes into your chatbot
A conversation can feel natural and still have a purpose. The design starts with what the visitor is trying to do and what your business needs to help them. From there, we define when the assistant should answer directly, when a follow-up question is useful and when the best next step is a person, form or booking route.
What your customers see
How we do it, step by step
01
Map the visitor’s intent
Identify the questions and goals that matter most: understanding a service, checking fit, asking for a quote or arranging a discussion. Prioritise a useful scope rather than trying to handle everything at once.
02
Ask only what helps
Design follow-up questions around relevant context. Let visitors express uncertainty and avoid making them repeat information they have already shared in the conversation.
03
Make the handoff explicit
Explain the next step in plain language. Define what happens when a question is outside scope and how visitors can reach the appropriate human channel.
A conversation like yours
An example chatbot conversation
What we need from you
Your main enquiry types, the information needed for each, common points of confusion and the destinations visitors should be guided towards.
When the chatbot hands over to your team
A guided conversation should not imply that an external action has happened merely because the visitor expressed an interest. Bookings, quotes and commitments need the appropriate confirmation process.
We agree where each enquiry goes before launch: your form, booking link or team contact. If you need an extra connection, we’ll scope it with you.
Frequently asked questions
Get a done-for-you AI chatbot
Show us your website and tell us what a great lead looks like. We’ll show you what your chat could sound like.