Conversation Design Fundamentals

Translate visitor goals into a three-intent journey.

Practice: Sketch the three routes and an unknown-intent route, labeling each outcome and essential field.

Write prompts and choices that make the next action clear.

Practice: Rewrite the welcome, email request, error and ending for the repair route in plain language.

Use quick-reply buttons as explicit branch choices.

Practice: Create a choice table mapping each label to a destination and test every row.

Make language and controls usable for different visitors.

Practice: Review the three-intent flow using keyboard-only navigation and a narrow viewport. List unclear labels or blocked controls.

Design recoverable fallbacks and intentional endings.

Practice: Run five fictional conversations, including two unsupported requests, and record where each route ends.