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Resources and Links

Research Highlights

Mostly, guidelines talk about Grice’s maxims, or speak in generalities. Greg Bennett says to fit the closing to the context, fitting the style of your bot. Google doesn’t address closings specifically. A contact center blog says not to leave the conversation before the user; 1) if wrapping up, say thank you and goodbye; 2) if transferring, notify the user; 3) if chat is left open (or a long delay?), ask if the user needs more assistance. Another live chat blog emphasizes the importance of the pre-closing (without using that term), including a last topic check, gratitude, and future contact orientation. One blog post encourages including an exit button, recognizing a user’s “exit” intent, and a task completion closing flow.

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