General Messages
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General Messages

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This is where you craft the Welcome, Goodbye and Help messages to guide your users through their journey. You'll find General messages on the Conversations tab of the TalkVia One interface.

Welcome

Your welcome message will be surfaced when a user invokes your voice or chatbot without a specific request. To make returning to your experience more fun, you can use the assistant response to create multiple welcome messages. These can be surfaced at random, or you can create messages to suit specific conditions, such as welcoming a new user versus a returning user.

The welcome message is often the first place a customer will land to learn more about your brand and the services offered by your bot, so think of your welcome message like the homepage of a website. Here are some tips for crafting a great welcome message:

  1. Include a warm greeting, use language that is aligned with the voice of your brand or your bot's persona.

  2. Consider having your voice app introduce itself with a name, consider a neutral gender name if you're unsure of the synthetic voice that will be used on your target platforms.

  3. Suggest the top two or three most common things your voice app can do to help orient the user.

  4. Always end your welcome message with a question.

  5. Consider using different welcome messages for new and returning users.

  6. Keep your welcome message short, usually two or three short sentences.

"Hi and welcome to Mary's Kitchen. I can find your nearest store, or answer many of our most commonly asked questions. How can I help?"

Goodbye

All conversations have a beginning and an end, so your Goodbye message should provide social closure to the user. Your goodbye response will be presented when the user chooses to exit your application, usually because they don't have any further requests. We would recommend creating a selection of Goodbye messages to be played at random.

"Thanks for dropping by. Come back again when you're feeling hungry!"

Help

When a user utters a help phrase, such as "what can I say?" or "help", your help response will be presented to the user to provide guidance.

"You can ask things like "where is my nearest store", "tell me about your weekly specials" or "what is Mary's phone number". Which would you like?"



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