A good chatbot starts on paper, not on a screen. This worksheet walks you through every decision, what happens when someone first messages you, what each reply leads to, and where a real person should step in. Fill it in, and you have a clear map to build from or hand to our team.
A chatbot is just a conversation you have planned in advance. Picture the customer typing their first message, then picture what you would say back, and what you would ask next depending on their answer. That back and forth, written down, is your bot.
Work through the sections below in order. Write in plain language, the way you actually speak to customers. You do not need any technical words. If you can describe the conversation, we can build it.
One clear goal makes a good bot. Three goals make a confusing one. Pick the single most important job first.
The main job of this bot is to:
The customer who will use it is usually:
By the end of the chat, I want the customer to have:
What does the bot say the moment someone messages you? Keep it warm and short, then offer a few clear choices rather than an open question.
When a customer first messages, the bot greets them with:
Then it offers these buttons or options:
This is the heart of the bot. For each choice you offered above, write what should happen next. Think of it as a simple rule: if the customer picks this, then the bot does that.
If the customer picks A, then:
The bot says or asks:
And then it does (sends a link, books a slot, saves their answer, hands to a person):
If the customer picks B, then:
The bot says or asks:
And then it does:
If the customer picks C, then:
The bot says or asks:
And then it does:
List the details you want saved about each person, name, phone, city, budget, order number, anything useful. These become fields in your CRM.
A bot should know its limits. Decide the moments where the chat moves to a human, and who that human is.
Hand the chat to a person when:
The person or team it should go to is:
Outside working hours, the bot should instead:
Every good chat ends with a next step. Name the one action you most want the customer to take, and how the bot nudges them toward it.
The main action I want (buy, book, call, visit, submit):
The bot encourages it by saying:
Here is a short example for a dental clinic, so you can see the level of detail that helps.
Main job: Book appointments without phone calls.
First message: "Hi, welcome to BrightSmile Dental. How can we help today?" with buttons: Book a visit, Treatment prices, Talk to the clinic.
If they pick Book a visit: the bot asks which treatment, then offers a date and time, then saves it and tells the front desk.
If they pick Treatment prices: the bot shares a short price list, then asks if they would like to book.
Collect: name, phone, treatment, preferred date.
Hand to a person when: the customer asks something medical, or types "talk to someone". It goes to the clinic manager.
Main action: a confirmed booking. The bot closes with "You are all set, we will see you then. Reply here any time to change it."
Once your worksheet is filled in, you can build the bot yourself in the drag-and-drop builder, or hand the plan to our team and we will build it for you. Either way, the thinking is already done, which is the hard part.
Stuck on any part? We are the only WhatsApp platform in India that answers you live on WhatsApp. Just ask.