Have you ever chatted with a bot that made you want to scream? You ask a simple question, and it either responds with something irrelevant or loops you back to the same useless response.
That’s the reality of a bad chatbot script.
When your chatbot is confusing customers instead of helping them, it’s not just annoying – it’s costing you business.
What you actually need is a chatbot that understands what users really mean and responds in a way that feels natural. It keeps things flowing and makes sure people walk away with what they need.
Not sure how to achieve this? This guide will show you how to write chatbot scripts that actually work. No more incomplete conversations or frustrated users.
What Is a Chatbot Script?
A chatbot script is a set of pre-written messages, questions, and responses that guide a chatbot’s conversations. It’s what decides how the chatbot greets people, answers questions, and moves the conversation forward.
A well-written script will make your chatbot sound natural, helpful, and easy to talk to – while a bad one can make users want to exit the chat ASAP.
Writing a chatbot script isn’t just about stringing together a few lines of text. It’s about creating a seamless, human-like experience.
Your bot needs to be able to anticipate different ways users might ask the same thing and handle unexpected inputs without repeating a generic “Sorry, I don’t understand.”
Common Problems With Chatbot Scripts
Maybe this is your first time writing a chatbot script, and you want to get it right from the start. Or maybe you’ve already built one, but something feels off.
The good news? Most chatbot mistakes are fixable – once you know what to watch out for.
Here are some of the biggest chatbot script mistakes that drive users crazy (and how to fix them later in this guide).
Robotic or unnatural responses
Your chatbot should be able to use conversational language. But too often, bots sound overly formal, awkward, or just plain weird.
Users don’t expect your chatbot to be a stand-up comedian, but they do want a friendly, human-like experience. Not something that sounds like it’s reading from a corporate script.
The chatbot doesn’t understand user input
Nothing’s more frustrating than typing a simple question and getting “I don’t understand.” Or worse – the same response over and over again.
People phrase things differently, and if your chatbot can’t handle variations of the same question, users will either keep rephrasing in frustration or just leave. A chatbot that only understands exact keywords is one that’s going to fail fast.
Overcomplicated responses
A chatbot should make getting information quicker and easier. If it sends long, detailed replies, users will skim, miss key info, or just give up entirely.
The best chatbot scripts break things down into short, digestible messages that guide users step by step instead of overwhelming them with too much at once.
No clear next steps
The chatbot answers a question…and then? Nothing. No suggestions, no buttons, no clue what the user should do next.
When there’s no direction, users feel lost and drop off. A good chatbot keeps the conversation flowing, making sure users always have a clear next step to follow.
Too salesy
If your chatbot feels like a pushy salesperson, users will bounce. Instead of forcing products or services on them too soon, it should focus on helping first, and then naturally guide them toward the right solution when the time is right.
Nobody wants to feel like they’re being funneled into a sales pitch before they even get their questions answered.
Lack of personalization
If your chatbot treats every user the same, it’s going to feel generic and impersonal. A little personalization (like using someone’s name, remembering past interactions, or tailoring responses based on context) can make a huge difference in making the bot feel more engaging.
Poorly handled handoffs to human agents
Not every question can be answered by a chatbot. So when users prefer to speak with a human, the handoff should be seamless.
If they have to repeat everything to the chatbot without getting a different outcome or – worse, can’t reach an agent at all – it creates frustration that could cost you a customer.
How to Write an Effective Chatbot Script
In this section, we’ll walk you through how to write bot scripts that are engaging, helpful, and – dare we say – human.
1. Define your chatbot’s purpose (don’t try to do everything)
Before writing a single message, you need to be crystal clear on what your chatbot is supposed to do.
A chatbot that tries to handle too many tasks at once can overwhelm users with irrelevant options.
Think about:
- Who is your target audience? (new visitors, existing customers, potential leads?)
- What do you want it to accomplish? (answer FAQs, qualify leads, offer support?)
- Where will it live? (on your website, inside a messaging app like Facebook Messenger, in an eCommerce checkout?)
Example purposes:
- Answer frequently asked questions and escalate complex issues to an agent.
- Qualify leads by asking the right questions before handing them off to sales.
- Recommend products based on browsing behavior and past purchases.
Pro tip: If your chatbot has multiple functions, break them into clear conversation paths rather than cramming everything into a single flow.
2. Map out the user journey first (before writing a single line of script)
The biggest mistake people make? Jumping straight into writing responses without a plan.
A chatbot isn’t just a series of messages – it’s a conversation flow. Before writing the script, map out the user journey to ensure the chatbot dialogue moves smoothly from point A to point B.
How to plan your chatbot’s conversation flow:
- Start with the most common user intents.
- What do users typically ask?
- What action are they trying to complete?
- Break it down into conversation paths.
- What happens if the user selects Option A vs. Option B?
- How does the bot guide them to a solution?
- Plan for dead ends.
- What if the bot doesn’t understand a question?
- How does it handle a transfer to a human?
Pro tip: Use a flowchart tool like Whimsical, Miro, or Lucidchart to visualize the conversation paths before you start writing.
3. Start with a friendly, human-like greeting
First impressions matter – even for chatbots. If your bot opens the conversation with something stiff and robotic, users won’t want to continue.
👎 Bad: “Hello. How may I assist you?” (too formal, lacks warmth)
👍 Better: “Hey there! Looking for help? Just ask—I’ve got you covered!” (friendly, inviting)
How to craft the perfect chatbot welcome message:
- Make it personal: Use the user’s name if possible. (“Hey Alex, welcome back!”)
- Set the right tone: Match the chatbot’s voice to your brand, whether that’s casual, professional, or playful.
- Offer clear options: Let users know what they can do (“I can help with orders, returns, and tracking. What do you need?”).
Pro tip: If your chatbot is customer-facing, add a little personality (but don’t go overboard). A chatbot that tries too hard to be funny can be just as frustrating as a robotic one.
4. Use short, clear, and actionable responses
A chatbot isn’t an email. Long-winded responses kill engagement.
👎 Bad:
“To track your order, enter your order number. You can find this in your confirmation email. Once entered, I’ll pull up your tracking details and update you on your shipment status.”
👍 Better:
“Want to track your order? Enter your order number below!”
How to make chatbot responses more effective:
- Keep responses under three sentences.
- Use bullet points or buttons for choices.
- Break up longer conversational messages into multiple steps.
Pro tip: If you need to give detailed information, link to a help article instead of dumping everything into the chat.
5. Make the chatbot smart enough to handle unexpected inputs
No matter how well you plan, users will type things your bot isn’t expecting. If your chatbot doesn’t know how to handle unexpected inputs, users will get frustrated fast.
👎 Bad: “I don’t understand. Please rephrase.” (unhelpful, dead-end response)
👍 Better: “Hmm, I didn’t get that. Are you asking about orders or returns?” (keeps the conversation moving)
How to handle unexpected inputs:
- Use fallback responses that guide users rather than dead-end messages.
- Offer options instead of making users retype their requests.
- Regularly review chat logs to improve how your bot handles real-world conversations.
6. Guide users to the next step (don’t leave them hanging)
Every chatbot response should lead somewhere. If users don’t know what to do next, they’ll drop off.
- If they ask about pricing, link them to the plans page.
- If they need support, give them the option to chat with a human.
- If they’re browsing products, suggest related items.
👎 Bad: “Here’s our pricing.” (…okay, now what?)
👍 Better: “Here’s our pricing! Want to compare plans? [See Plans] [Talk to Sales]”
Pro tip: Never end a conversation with just an answer. Always guide the user to the next logical step.
7. Test, refine, and improve your chatbot script continuously
A chatbot is never truly finished. The best chat scripts evolve over time based on real user interactions.
How to improve your chatbot script over time:
- Review chat logs to see where users get stuck.
- Identify common user questions and add responses.
- Test different phrasings to see what works best.
- Refine fallback messages to keep conversations flowing.
Bonus: Use a chatbot platform to simplify scripting
Writing a great chatbot script is one thing. Getting it to work the way you want is another.
Even the best-written chatbot will struggle if it’s built on a platform that can’t personalize responses, understand user input, or integrate smoothly with your business.
So, instead of manually programming every response, a good chatbot platform can help you:
- Personalize responses by recognizing user data (like name and past interactions)
- Train your chatbot using your own FAQs and business knowledge
- Handle variations of the same question without getting stuck
- Easily transfer users to human agents when needed
Social Intents lets you train your chatbot on your own data so it doesn’t rely on generic, pre-set answers. It also integrates with platforms like Slack and Microsoft Teams to ensure a smooth transition between bot and human when needed.
So, if your chatbot is struggling with stiff conversations, poor understanding, or awkward handoffs, using a platform like Social Intents can fix these issues without extra coding or technical setup.
Best Practices for Writing Flawless Chatbot Scripts
You’ve got the basics down. Now, let’s focus on the details that make a chatbot script truly stand out.
Create multiple ways to say the same thing
Nobody types the exact same way every time. If your chatbot always responds with the same phrasing, conversations will feel robotic and unnatural.
For example, imagine a chatbot confirming an order:
👎 Without variations:
User: “Can I check my order status?”
Bot: “Sure! Here’s the tracking link: [link]”
User: “Where’s my package?”
Bot: “Sure! Here’s the tracking link: [link]”
That gets repetitive fast.
👍 With variations:
User: “Can I check my order status?”
Bot: “Of course! You can track it here: [link]”
User: “Where’s my package?”
Bot: “Got it! Here’s your tracking info: [link]”
Write at least three variations for each key response. Even small changes make a big difference.
Don’t close chats too quickly
A fast chatbot is great, but closing the chat too soon can frustrate users.
Sometimes they need a minute to look up information, think about their response, or step away briefly. If the bot ends the chat too quickly, they have to start over – losing context and wasting time.
👎 Bad experience (chat closes too fast):
User: “I need help with my order.”
Bot: “Sure! What’s your order number?”
User takes a couple of minutes to find it…
Bot: “This chat has ended due to inactivity.”
👍 Better experience (chat stays open):
User: “I need help with my order.”
Bot: “Sure! What’s your order number?”
User takes a couple of minutes…
Bot: “Still there? No rush—I’m here whenever you’re ready!”
Allow at least 5–10 minutes before closing the chat. And if a user does leave and return later, keeping chat history available ensures they don’t have to repeat themselves.
Pro tip: Instead of ending the conversation abruptly, a simple reminder like “Still need help? I’m here!” gives users a gentle nudge to continue the chat.
Let users correct their mistakes easily
A good chatbot should let users easily correct their mistakes instead of forcing them to restart the entire conversation.
👎 Without correction options:
User: “I need help with my billing.”
Bot: “Sure! Are you asking about invoices or payment issues?”
User: “Oops, I meant shipping.”
Bot: “I don’t understand. Please rephrase.”
Now, the user has to start over. Annoying, right?
👍 With correction options:
User: “I need help with my billing.”
Bot: “Sure! Are you asking about invoices or payment issues?”
User: “Oops, I meant shipping.”
Bot: “No problem! I can help with shipping too. What’s your question?”
Pro tip: Add a “Go back” button or allow users to type “Oops” or “Change topic” to switch topics easily. Your users will appreciate it.
Use emojis, but only when appropriate
Emojis can add warmth and personality to chatbot conversations. But overusing them can feel unprofessional.
Use them sparingly to:
- Make greetings more engaging (“Hey there! 👋 How can I help?”)
- Highlight key information (“Shipping is FREE on all orders over $50! 🎉”)
- Add a friendly tone to casual interactions (“Great choice! 👍 Want to see more options?”)
Avoid them when:
- Discussing serious topics (“I’m sorry, but we can’t issue a refund at this time. 😢”)
- Giving complex instructions (“Just enter your order number here 📦 and click submit ✅!”)
If your chatbot represents a formal brand (like a law firm or bank), keep emojis to a minimum. If it’s for ecommerce, entertainment, or customer engagement, a few well-placed emojis can make conversations feel more friendly and approachable.
Give users an easy way to exit the chatbot
If users can’t easily leave the conversation or switch to a human, irritation can build up fast.
👎 Bad experience:
User: “I need help with a refund.”
Bot: “Here’s our refund policy: [link]”
User: “I need to talk to someone.”
Bot: “I’m sorry, I don’t understand.”
At this point, the user is trapped.
👍 Good experience:
User: “I need help with a refund.”
Bot: “Here’s our refund policy: [link]. Need more help? Just type ‘human’ and I’ll connect you with our customer support team!”
Making it clear that users can exit the chatbot widget anytime helps prevent frustration.
Pro tip: Add a persistent “Talk to a Human” button for users who prefer live support.
Test your chatbot script with real users, not just internal teams
Internal testers already know how the bot works, so they won’t interact with it the same way as an actual user.
Instead, test with:
- First-time users who have never used your chatbot before
- People outside your company who don’t know the expected responses
- Users with different levels of tech-savviness
Pro tip: Watch real chat logs and see where users get stuck, rephrase questions, or exit the chat. These insights will help you tweak and refine the chatbot script.
Chatbot Script Examples
Sometimes, the best way to learn is by example. That’s why we’ve put together a collection of chatbot script templates for different scenarios.
Use them as-is, tweak them to fit your brand, or just let them inspire your own creative ideas.
Greeting new users (website chatbot)
“Hey there! Welcome to [Business Name]. I can help you with:
- 🛒 Checking out our products
- 📦 Tracking an order
- 💬 Speaking to our team
Just tap an option to get started!”
Answering an FAQ (shipping & delivery)
User: “How long does shipping take?”
Chatbot: “Shipping usually takes:
📦 3–5 business days for standard shipping
⚡ 1–2 business days for express shipping
Want me to check the status of your order?”
Booking an appointment or demo
User: “I want to book a demo.”
Chatbot: “Awesome! Here’s what we’ll cover:
✔ A walkthrough of [Product]
✔ How it fits your business needs
✔ Any questions you have
Pick a time below that works for you:”
📅 [Select a Time]
Handling a refund request
User: “I want a refund.”
Chatbot: “No problem! Refunds are available within [X days] of purchase. Let’s get started:*
Did you receive a damaged item? [Yes] / [No]
Was this a subscription renewal? [Yes] / [No]
Or, I can connect you to our support team. Let me know what works best!”
Upselling without being pushy
User: “I’m looking for a laptop.”
Chatbot: “Got it! What will you be using it for?”
💼 Work & business
🎮 Gaming & entertainment
💻 Everyday browsing
Pick one, and I’ll show you the best options!”
Following up on an abandoned cart
Chatbot: “Hey [Name], you left some items in your cart! 🎉 Still thinking about them? Want to check out now?”
[View Cart]
[Change Items]
[Need Help?]
Collecting user feedback
Chatbot: “Hey [Name], how was your experience today? Just tap an option below! 😊”
⭐ [Great]
👍 [Good]
😕 [Could Be Better]
“Thanks for your feedback! If you’d like to share more details, feel free to type a message below.”
Better Chatbot Scripts = Better Customer Experiences
A great chatbot script guides conversations naturally, keeps users engaged, and ensures they get the answers they need.
But even the best script needs the right chatbot platform to work properly.
A chatbot that can personalize responses, learn from real interactions, and train on your own data will always deliver a better experience.
Social Intents makes it easy to train your bot on your own FAQs, documents, and knowledge base, so it gives smart, accurate responses – without the complicated setup. Plus, it seamlessly connects to live chat to ensure a smooth handoff when users need human support.
Ready to try it? Sign up for a 14-day free trial of Social Intents today.