Contents
- What is a chat map?
- Why is a chat map needed?
- What elements does a chat map consist of?
- Structure of a chat map
What is a chat map?
A chat map represents a scenario of interaction between a user and a chatbot, which is also known as a funnel or funnel structure. This map includes text and interactive blocks that define the order and content of messages that the user will receive from the bot. If the bot offers several options for development, the structure of the chat map becomes branched, where each branch represents a separate communication scenario. The bot development specialist must anticipate all possible interaction options to ensure maximum comfort for the user.
Users are usually offered to choose the desired category from a menu, which helps to quickly identify their goal. To create an effective funnel, it is important to conduct an analysis of the product, audience, and competitors, as well as to talk to clients or support staff to identify the most relevant questions for which users want prompt answers. Based on the collected information, an algorithm for the bot's operation is developed. This structure can be created on paper, but it is more convenient to use specialized services such as Xmind, Realtimeboard, Mindmeister, Coggle, or Miro, which help visualize all the information and convey it to developers for further programming.
Why is a chat map needed?
A chat map plays a key role in defining the bot's operating scenario and helps organize interaction with the user. The main tasks that a chat map addresses include:
- Avoiding confusion. It organizes information and presents it in a convenient format, allowing for a clear view of the order and conditions for sending messages.
- Increasing the efficiency of the bot's operation. The structure of the chat map can be organized according to a sales funnel, helping to guide the user towards a target action.
- Reducing editing time. To change the bot's logic, it is sufficient to rearrange blocks in the structure, whereas without a map, it may require searching for errors in the code, which takes more time and effort.
What elements does a chat map consist of?
The chatbot scenario may include several standard elements:
- Text messages. Blocks containing textual information that are sent to the user as regular messages. These messages can be formatted: bold, italic, and may contain links and images.
- Buttons. Blocks with buttons for key actions or quick navigation that help the user move through the menu or make orders.
- Conditions. The bot's logic may include certain conditions, such as sending messages only to those users who have not interacted with the bot for more than 30 days.
- Timer. A block that allows delaying the transition to the next stage of the dialogue for a specific period, which helps in organizing events such as webinars.
Structure of a chat map
Although a chat map can be adapted to create various scenarios, it most often consists of four main stages:
- Start. The first action that the user takes to launch the chatbot, such as pressing the "Start" button. This action confirms the consent to receive messages.
- Menu. After launching, the bot offers several action options, the selection of which determines further interaction.
- Topic communication. After clarifying the user's request, the bot begins to send messages within the chosen scenario.
- Target action. The final stage when the user has the opportunity to take a target action, such as ordering a product or visiting a website.
It is also important to provide an option to contact a real manager to meet the needs of users who prefer communication with a live person. Typically, such options are added to the menu to reduce the load on the support team.