Creating a strategy for conversations for a business is where it should begin. Providing a plan, purposeful outcomes and tying together your brand across multiple platforms helps your bot fit in to the bigger picture.

For many of my projects, a bot already existed, but it wasn't showing results. So I'd be responsible for auditing the existing experience and dialog, organizing it and identifying the gaps we need to solve for.

Creating flows and writing dialog for chatbots is the core of my work in conversation design, but I also love all of the bits of microcopy - error handling, menus, re-engagement messages and unique circumstances like Mav's Driving Intent that require design detail.