Designing Bots by Amir Shevat

Author:Amir Shevat
Language: eng
Format: epub, pdf
Tags: COMPUTERS / Web / Design
ISBN: 9781491974773
Publisher: O'Reilly Media
Published: 2017-05-23T04:00:00+00:00

When to Use Emojis in a Conversation

Use emojis to relay information, enrich the conversation, and indicate actions taken. Since the introduction of buttons it is not recommended that you implement a full process with emojis only, but implementing a few delightful interactions using emojis might be a great alternative to using text exclusively.

Typing Events

In several platforms you can send a “typing” event on the bot’s behalf, which is usually visualized inline in the chat app. This is useful to give the user the impression that the bot is working on a given task or typing a long post. Users are sometimes annoyed when they do not hear back from a bot quickly, as they feel the bot is not responsive. Sending the “typing” event can give the user the comfort that the bot is working on a reply.

Conversely, some users get unsettled when the bot answers too fast. Coming back to the UX mental model of chat, it feels unnatural to some users that the bot is not taking its time to type the message. Using typing event together with a 1–2 second delay is a way to give users the feeling that they are conversing in a more natural environment.

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