Map the support needs

Collect the recurring questions a support team actually receives. Group them by intent and identify what information is required to answer each one. Start with a small set of predictable tasks. Do not assume an automated system should handle every sensitive, unusual or disputed request.

Write clear responses

Use plain language and make the next action explicit. Explain when a response depends on missing information. Avoid asking users to share unnecessary personal data in a chat. When the system cannot answer confidently, it should state the limitation and offer a useful route forward instead of inventing an answer.

Design the handover

Define when the user can request a human and how the conversation is transferred. Clarify which details are passed to the support team and which are retained. Review privacy, retention and access arrangements with the organisation responsible for the service. Provide a fallback if the support channel is unavailable.

Practice task

Map a workflow for three common support questions. Include a successful answer, a misunderstood request and a human handover. Write a short test conversation for each route. Ask a reviewer whether the user can identify the next step without knowing how the chatbot works.

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