WebChat.si

Chatbot conversation examples, annotated.

Six website support conversations, each with the knowledge the assistant had, the full transcript, and notes on the decisions behind every reply.

Made by the team behind Conecto, which sells website chat software. How we keep it useful

  1. A returns question answered from the policyPolicy question · Oddwick Home
  2. A product question with a gap in the specProduct information · Oddwick Home
  3. Getting a new customer to their first invoiceOnboarding · Tallybird
  4. A pricing question that needs a personSales enquiry · Tallybird
  5. A repair question sent on a Sunday eveningAfter-hours enquiry · Kestrel Bike Workshop
  6. A billing problem that must go to a personEscalation · Tallybird

Why this reply worksThe decision that made a reply useful.

What should not happenThe tempting mistake the reply avoids.

When a person is neededWhy the conversation moves to the team.

A returns question answered from the policy

Business
Oddwick Home, a fictional online store
Conversation goal
Policy question

Illustrative. Written by WebChat.si from the sample knowledge to show a pattern. It isn’t a recorded customer conversation and wasn’t generated by a live system.

The customer wants to know whether a lamp bought three weeks ago can go back, and what it will cost.

Returns and refunds

Most items can be returned within 30 days of delivery for a refund to the original payment method. Items must be unused and in their original packaging.

Start a return from the link in your delivery email. Return shipping costs $7, which is deducted from your refund, unless the item arrived damaged or we sent the wrong item.

Refunds are issued within 5 business days of the return reaching our warehouse.

Only the customer care team can approve exceptions to this policy.

Sample knowledge available to the Oddwick Home assistant

  1. I bought the Arlo lamp three weeks ago and it’s too tall for my nightstand. Can I send it back?

  2. Yes, as long as it’s unused and in its original packaging. You have 30 days from delivery, so three weeks is within the window.

    Start the return from the link in your delivery email. The $7 return shipping fee comes off your refund, and the refund reaches your original payment method within 5 business days of the lamp arriving at our warehouse.

    From: Returns and refunds

    Why this reply works It answers yes first, then gives the two conditions that decide it. The visitor doesn’t have to read the whole policy to find out.

    Why this reply works It uses the visitor’s own detail, three weeks, to check the 30-day window instead of reciting the rule.

  3. I already threw the box away.

  4. Then the return doesn’t meet the policy as written, because it asks for the original packaging. I can’t approve an exception, but customer care can look at it. Would you like me to pass this on?

    From: Returns and refunds

    What should not happen Saying “that should be fine” to keep the customer happy. The policy is clear, and only customer care can approve exceptions.

  5. Yes please.

  6. Done. Customer care will see this conversation, so you won’t need to explain it again. They reply Monday to Friday, 9 a.m. to 5 p.m. Eastern time.

    From: Contact customer care

    When a person is needed An exception is a decision, not a fact in the knowledge base. The handoff carries the context and sets an honest reply time.

  7. Passed to Oddwick Home customer care

Try Oddwick Home in the demo When should a chatbot hand off to a person?

A product question with a gap in the spec

Business
Oddwick Home, a fictional online store
Conversation goal
Product information

Illustrative. Written by WebChat.si from the sample knowledge to show a pattern. It isn’t a recorded customer conversation and wasn’t generated by a live system.

The customer wants to check whether the Arlo table lamp works with a smart bulb, and whether it can be dimmed.

Arlo table lamp

Takes one E26 bulb, up to 60W incandescent or the LED equivalent. Bulb not included.

6 ft fabric cord with an inline on/off switch. Dimmable with a dimmable LED bulb and a plug-in dimmer.

Sample knowledge available to the Oddwick Home assistant

  1. Does the Arlo lamp work with smart bulbs?

  2. The Arlo takes a standard E26 bulb, up to 60W or the LED equivalent, so an E26 smart bulb will fit the socket. I don’t have information about specific smart-bulb brands, so I can’t confirm how a particular one will behave with it.

    From: Arlo table lamp

    Why this reply works It separates what the spec settles (socket type and wattage) from what it doesn’t (brand compatibility), and says which is which.

  3. Can I dim it?

  4. Yes, with a dimmable LED bulb and a plug-in dimmer. The lamp itself has an inline on/off switch, not a built-in dimmer.

    From: Arlo table lamp

    What should not happen Calling the lamp “smart-home compatible” or naming a bulb brand that works. Neither appears in the product information, and a wrong answer here leads straight to a return.

  5. Is the bulb included?

  6. No, the bulb isn’t included.

    From: Arlo table lamp

    Why this reply works Short fact, short answer. Not every reply needs a paragraph.

Try Oddwick Home in the demo The questions to test before launch

Getting a new customer to their first invoice

Business
Tallybird, a fictional software company
Conversation goal
Onboarding

Illustrative. Written by WebChat.si from the sample knowledge to show a pattern. It isn’t a recorded customer conversation and wasn’t generated by a live system.

A new user wants to send an invoice today and bring in about 40 existing clients.

Getting started

Add your business details under Settings → Business profile. They appear on every invoice.

To send an invoice, go to Invoices → New invoice. Choose or create a client, add line items and select Send. Your client receives a link to view and pay the invoice online.

To import clients, go to Clients → Import and upload a CSV file. It needs a name column and an email column. Address and tax ID columns are optional.

Sample knowledge available to the Tallybird assistant

Plans and billing

Starter is free for up to 5 active clients.

Pro costs $12 a month, or $120 a year. It removes the client limit and adds recurring invoices and custom branding.

Sample knowledge available to the Tallybird assistant

  1. I just signed up. How do I send my first invoice?

  2. First, add your business details under Settings → Business profile, since they appear on every invoice. Then go to Invoices → New invoice, choose or create a client, add your line items and select Send. Your client gets a link to view and pay the invoice online.

    From: Getting started

    Why this reply works The steps come in the order the product needs them. Business details come first because every invoice uses them.

  3. I have about 40 clients in a spreadsheet.

  4. You can import them under Clients → Import as a CSV file. It needs a name column and an email column. Address and tax ID columns are optional.

    One thing to know first: the free Starter plan allows 5 active clients. If you’ll be invoicing more than five, you’ll need Pro, which is $12 a month or $120 a year.

    From: Getting started, Plans and billing

    Why this reply works It flags a limit the visitor is about to hit. That’s useful help, and it comes from the plan article, not from a sales script.

    What should not happen Pushing the annual plan, or inventing a discount to close the sale. The assistant states the documented prices and stops.

  5. Can clients pay by card?

  6. Yes. Connect a payment provider under Settings → Payments, and clients can pay by card or bank transfer from the invoice link. Payouts go straight from the provider to your bank account.

    From: Getting paid

    Why this reply works A direct answer with the one setting that makes it happen.

Try Tallybird in the demo When a chatbot is the better choice

A pricing question that needs a person

Business
Tallybird, a fictional software company
Conversation goal
Sales enquiry

Illustrative. Written by WebChat.si from the sample knowledge to show a pattern. It isn’t a recorded customer conversation and wasn’t generated by a live system.

A design studio with eight people wants to know what the Team plan would cost them.

Plans and billing

Team costs $29 a month for up to 5 users and includes everything in Pro.

Sample knowledge available to the Tallybird assistant

Contact support

Support answers chat and email Monday to Friday, 8 a.m. to 8 p.m. Eastern time. Email help@tallybird.example.

Sample knowledge available to the Tallybird assistant

  1. We’re a studio of 8. What would Team cost us?

  2. The Team plan is $29 a month for up to 5 users. The information I have doesn’t include pricing for more than 5 users, so I can’t give you a figure for eight. I can pass your question to the team so they can quote you. Would you like that?

    From: Plans and billing

    Why this reply works It gives the documented price, then names the exact gap. The visitor learns something useful even though the full answer needs a person.

    What should not happen Working out a per-user price from “$29 for 5”. A made-up quote in writing creates a real expectation.

  3. Sure, go ahead.

  4. Done. I’ve passed this on with your team size. Someone from the team will follow up during support hours, Monday to Friday, 8 a.m. to 8 p.m. Eastern time.

    From: Contact support

    When a person is needed Custom pricing is a commercial decision. The handoff includes the detail that matters, eight users, so the reply can be a quote.

  5. Passed to the Tallybird support team

Try Tallybird in the demo When live chat is the better choice

A repair question sent on a Sunday evening

Business
Kestrel Bike Workshop, a fictional service business
Conversation goal
After-hours enquiry

Illustrative. Written by WebChat.si from the sample knowledge to show a pattern. It isn’t a recorded customer conversation and wasn’t generated by a live system.

A commuter whose gears stopped working wants to know if the bike can be fixed on Tuesday morning. The message arrives at 8:40 p.m. on a Sunday, when the workshop is closed.

Opening hours

Tuesday to Friday, 9 a.m. to 6 p.m. Saturday, 9 a.m. to 4 p.m.

Closed Sunday, Monday and public holidays.

Sample knowledge available to the Kestrel Bike Workshop assistant

Services and prices

Basic tune-up, $75: gears and brakes adjusted, drivetrain cleaned, tires inflated and bolts checked. Usually ready in 2 business days.

Sample knowledge available to the Kestrel Bike Workshop assistant

Booking and quotes

For a repair quote, send your bike’s make and model, what’s wrong, and a photo if something looks damaged. Quotes are confirmed after we inspect the bike.

Completion times depend on the workshop schedule and parts availability. We confirm a ready date when you drop the bike off.

Sample knowledge available to the Kestrel Bike Workshop assistant

  1. My gears stopped shifting on the way home. Can you fix it Tuesday morning? I need it for work.

  2. The workshop is closed now and opens again on Tuesday at 9 a.m.

    Gear problems are usually covered by a basic tune-up: $75, normally ready in 2 business days. If a part is damaged, the workshop quotes the repair after inspecting the bike. I can’t promise same-day work, but you can book online now, or send the details and the workshop will reply on Tuesday.

    From: Opening hours, Services and prices

    Why this reply works It says the shop is closed, and when it reopens, before anything else. Then it gives the likely service and price instead of a vague “someone will get back to you”.

    What should not happen “We’ll have it ready Tuesday!” The assistant can’t see the workshop’s schedule, and the knowledge says ready dates are confirmed at drop-off.

  3. What should I send so they can quote?

  4. Your bike’s make and model, what happened, and a photo if anything looks bent or damaged. The quote is confirmed once they’ve inspected the bike, and they’ll call before doing any work that costs more.

    From: Booking and quotes

    Why this reply works It tells the visitor exactly what to send, so the first reply on Tuesday can be a real quote instead of more questions.

Try Kestrel Bike Workshop in the demo The same question, run three ways

A billing problem that must go to a person

Business
Tallybird, a fictional software company
Conversation goal
Escalation

Illustrative. Written by WebChat.si from the sample knowledge to show a pattern. It isn’t a recorded customer conversation and wasn’t generated by a live system.

A customer sees two charges on their card this month and wants one of them refunded.

Plans and billing

Questions about a specific charge are handled by the billing team, who can see your account.

Sample knowledge available to the Tallybird assistant

Contact support

Support answers chat and email Monday to Friday, 8 a.m. to 8 p.m. Eastern time. Email help@tallybird.example.

Billing and account-access questions are handled by people on the support team.

Sample knowledge available to the Tallybird assistant

  1. You charged me twice this month. I want a refund for one of them.

  2. Sorry about that. I can’t see payments on your account, so I can’t check the charges or issue a refund myself. The billing team can. I’ll pass this conversation to them now, so you won’t need to explain it again.

    From: Plans and billing

    When a person is needed The request depends on account data and a money decision. Both belong to a person with access.

    Why this reply works It says what it can’t do and why, then acts. A handoff, not a dead end.

  3. Passed to the Tallybird billing team

  4. How long will that take?

  5. The billing team replies during support hours, Monday to Friday, 8 a.m. to 8 p.m. Eastern time. I don’t have a guaranteed response time to give you.

    From: Contact support

    What should not happen Promising “within the hour” to calm the customer down. No such commitment exists in the knowledge, and a broken promise makes the next conversation harder.

Try Tallybird in the demo When should a chatbot hand off to a person?

Run them yourself. Same knowledge, your own questions.

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