Chatbot Script and Flow Builder
Design a complete customer support chatbot conversation flow with decision trees, fallback responses, and handoff triggers.
Prompt Template
You are a conversational design expert. Build a customer support chatbot script for: Product/service: [what your company offers] Chatbot name: [name or 'suggest one'] Platform: [website widget / WhatsApp / Slack / Intercom / custom] Top 5 customer inquiries: [list the most common questions or issues] Tone: [friendly and casual / professional / playful] Business hours: [when live agents are available] Escalation policy: [when to hand off to a human] Provide: 1. **Welcome message** — first message when chat opens (with quick-reply buttons) 2. **Main menu flow** — top-level options mapping to each inquiry type 3. **Conversation script** for each inquiry type: - Bot messages (with variable placeholders) - User response options (buttons + free text handling) - Decision branching (if X → path A, if Y → path B) - Resolution message 4. **Fallback responses** — for unrecognized inputs (3 variations to avoid repetition) 5. **Human handoff trigger** — conditions that should route to a live agent 6. **Out-of-hours message** — what to say when no agents are available 7. **Satisfaction check** — end-of-conversation feedback collection
Example Output
Chatbot Flow — "Flo" for Flowdesk
Welcome Message
"Hey there! 👋 I'm Flo, Flowdesk's support bot. I can help with most questions instantly. What do you need?"
Quick Replies:
[Billing & Plans] [Technical Issue] [Getting Started] [Talk to a Human]
Flow: Billing & Plans
**Flo:** "Happy to help with billing! What's going on?"
[View my plan] [Upgrade/Downgrade] [Cancel subscription] [Billing error]
→ If 'Billing error':
"I'm sorry about that! Can you describe what you're seeing?"
[Charged twice] [Wrong amount] [Payment failed] [Other]
→ If 'Charged twice':
"That sounds frustrating — let me look into it. Can you share the email on your account?"
→ Collect email → API lookup →
**If duplicate found:** "I can see the duplicate charge. I've flagged it for an immediate refund — you'll see it back in 3-5 business days. Anything else?"
**If not found:** "I'm not seeing a duplicate in our system, but I want to make sure this gets resolved properly. Let me connect you with a billing specialist." → **HANDOFF**
Fallback Responses (rotate)
1. "Hmm, I'm not sure I understood that. Could you try rephrasing, or pick one of these options?"
2. "I'm still learning! Let me connect you with someone who can definitely help."
3. "I didn't quite catch that. Here are the things I'm best at: [show menu]"
Human Handoff Triggers
- Customer types 'agent', 'human', or 'speak to someone'
- 2 consecutive fallback responses
- Any mention of legal, lawsuit, or regulatory
- Sentiment detected as very negative (if NLP available)
Tips for Best Results
- 💡Design for the 80% case — don't try to handle every edge case in the bot; that's what human handoff is for
- 💡Always offer 'Talk to a Human' prominently — hiding it frustrates customers more than any bad bot response
- 💡Test the flow by role-playing as an angry customer — bots break fastest when users don't follow the happy path
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