Scenarios (Pre-Prepared Conversation Flows)

What Are Scenarios?

A scenario (also called a chatbot script, bot story, or conversation flow) is a pre-prepared, structured sequence of interactions between a user and an AI-powered automation system. Scenarios define the complete path of a conversation, including the logic, branching, data collection, and actions that guide how a chatbot responds to user input and executes operations to achieve specific outcomes.

Scenarios are the operational backbone of modern chatbot and automation platforms, translating business requirements into executable conversation flows. They are constructed using visual or code-based workflow builders where modular blocks—representing events, actions, conditions, and exits—are connected to create dynamic, context-aware experiences across digital channels including web chat, mobile apps, messaging platforms, and voice interfaces.

Scenarios vs. User Stories vs. Use Cases

Understanding the relationship between these related concepts is essential for effective scenario design:

Example Comparison:

User Story:

As a new visitor, I want to get product support
so that I can resolve my issue quickly.

Use Case:

Title: Get Product Support
Actor: New Visitor
Main Flow:
1. User requests support
2. System identifies issue category
3. System provides solution
4. User confirms resolution
Alternate Flows:
- 2a. Category unclear → Ask clarifying questions
- 3a. Solution not available → Escalate to agent

Scenario:

[Entry Gate]
→ [Event: New User Message]
→ [Send Message: "How can I help you today?"]
→ [Event: Button/Input Action]
→ [Condition: Intent = "Product Support"]
  → If True: [AI Action: Search Knowledge Base]
  → [Send Message: Solution + "Did this help?"]
  → [Event: Button Click]
    → If "Yes": [Send Message: "Great! Anything else?"]
    → If "No": [Action: Assign to Agent]

Scenario Structure: Building Blocks

Scenarios are composed of interconnected blocks, each representing a discrete function:

Block Type Overview

Entry Gate

Function: Defines the beginning of a scenario flow.

Critical rule: Every executable scenario must begin with an Entry Gate. Without it, the scenario cannot be activated or executed.

Visual representation: Typically shown as a distinctive icon or shape at the top of the workflow canvas.

Event Blocks: Triggers and Listeners

Event blocks pause scenario execution and wait for specific triggers:

Pattern Matching:

• Exact match: “reset password” (precise phrase)
• Wildcard: “refund” (contains word anywhere)
• Multiple patterns: “help|assist|support” (any variant)

Critical Note: After collecting user input (Field Input, Button Picker), always place an Event Block to capture the response and store the value. Without this, the scenario cannot properly pause, resume, and process user input.

Action Blocks: Executing Operations

Action blocks perform specific operations within scenarios:

Send Message Types:

Text Message:

Plain text or formatted content with variables:
"Hello {{user_name}}, your order #{{order_id}} has shipped!"

Button Picker:

Message: "How would you like to proceed?"
Buttons: 
  - "Check Order Status"
  - "Speak to Agent"
  - "Browse FAQs"

Field Input:

Type: Email
Label: "Please provide your email address"
Required: Yes
Validation: Email format
Store in: user.email

Carousel:

Display multiple cards with images, text, and buttons
Use case: Product showcase, feature comparison

Condition Blocks: Branching Logic

Condition blocks evaluate data or context to direct flow:

Example Condition Structure:

[Condition: User Email is Set]
  → If TRUE:
    [Send Message: "Thanks {{user_name}}, we'll follow up at {{user_email}}"]
  → If FALSE:
    [Send Message: "Please provide your email"]
    [Field Input: Email]

Exit Blocks: Ending or Transitioning

Exit blocks control how scenarios conclude:

Stop Scenario:

• Terminates current flow completely
• Returns control to main chat system
• Use when objective achieved or error encountered

Run Scenario:

• Launches another scenario
• Enables modular, reusable flows
• Supports scenario chaining for complex workflows

Example Modular Design:

Scenario A: Lead Qualification
  → [Exit: Run Scenario B "Email Collection"]
  
Scenario B: Email Collection
  → [Collect email, validate, store]
  → [Exit: Run Scenario C "Meeting Scheduler"]

Scenario Creation Process

Step-by-Step Methodology

Configuration Best Practices

Event Configuration:

• Set appropriate message origins (channels)
• Use specific patterns for better matching
• Enable memorization to store collected data
• Consider multilingual requirements

Action Configuration:

• Use variables for personalization: {{user_name}}
• Set clear button labels and actions
• Validate input fields (email format, phone number)
• Provide helpful error messages

Condition Configuration:

• Keep logic simple and readable
• Plan for all possible outcomes
• Handle edge cases (missing data, invalid input)
• Document complex condition reasoning

Integration Configuration:

• Securely store API credentials
• Handle timeouts and errors gracefully
• Log integration calls for debugging
• Test with real data and endpoints

Practical Examples and Use Cases

Example 1: Email Collection Scenario

Objective: Capture user email during conversation

Flow:

[Entry Gate]
↓
[Send Message: "Welcome! May I have your email for follow-up?"]
↓
[Field Input: Email (required, validated)]
↓
[Event: Button/Input Action] ← Critical: captures the input
↓
[Update User: Set email field]
↓
[Condition: User Email is Set]
  → If TRUE:
    [Send Message: "Thank you! How may I assist you?"]
  → If FALSE:
    [Send Message: "Invalid email. Please try again."]
    [Loop back to Field Input]

Key Features:

• Input validation
• Data storage
• Confirmation feedback
• Error handling

Example 2: FAQ Resolution Scenario

Objective: Automatically answer common questions

Flow:

[Entry Gate]
↓
[Event: User Message Matches "*refund*|*return*"]
↓
[AI Action: Search Knowledge Base query="refund policy"]
↓
[Condition: Knowledge Base Result Found]
  → If TRUE:
    [Send Message: {{kb_answer}}]
    [Button Picker: "Did this help?" Options: Yes/No]
    [Event: Button Click]
      → If "Yes": [Send: "Great! Anything else?"]
      → If "No": [Action: Assign to Agent]
  → If FALSE:
    [Send Message: "Let me connect you with a specialist."]
    [Action: Assign to Agent queue="Customer Service"]

Key Features:

• Pattern matching with wildcards
• AI-powered knowledge retrieval
• User satisfaction check
• Escalation path

Example 3: Multichannel Welcome Scenario

Objective: Greet users differently based on channel

Flow:

[Entry Gate]
↓
[Event: New User Message]
↓
[Condition: Conversation is New]
  → If TRUE:
    [Condition: Current Channel]
      → If "WhatsApp":
        [Send: "👋 Welcome to our WhatsApp support!"]
      → If "Facebook":
        [Send: "Hi there! Thanks for messaging us on Facebook!"]
      → If "Website Chat":
        [Send: "Hello! How can we help you today?"]
      → Default:
        [Send: "Welcome! We're here to help."]
↓
[Event: User Message]
↓
[Continue to main conversation flow...]

Key Features:

• Channel detection
• Personalized greetings
• Consistent user experience across platforms

Example 4: Lead Qualification and Routing

Objective: Qualify leads and route to appropriate sales team

Flow:

[Entry Gate]
↓
[Send: "What's your company size?"]
[Button Picker: "1-10", "11-50", "51-200", "201+"]
[Event: Button Click]
[Update User: Custom Field "company_size"]
↓
[Send: "What's your primary need?"]
[Button Picker: "Sales CRM", "Marketing Automation", "Customer Support"]
[Event: Button Click]
[Update User: Custom Field "primary_need"]
↓
[Condition: company_size AND primary_need]
  → If company_size IN ["51-200", "201+"] AND primary_need = "Sales CRM":
    [Update User: Add to Segment "Enterprise-Sales-Qualified"]
    [Action: Assign to Operator group="Enterprise Sales"]
  → If company_size IN ["1-10", "11-50"]:
    [Update User: Add to Segment "SMB-Qualified"]
    [Action: Assign to Operator group="SMB Sales"]
  → Default:
    [Send: "Thanks! A specialist will reach out within 24 hours."]

Key Features:

• Progressive profiling
• Segment assignment
• Intelligent routing
• Fallback handling

Best Practices for Scenario Design

User-Centric Design

Technical Best Practices

Modularity:

• Create reusable scenario components
• Use “Run Scenario” for common flows (email collection, authentication)
• Maintain scenario library for quick deployment

Data Management:

• Always use Event Blocks after input collection
• Store data in appropriate fields (user profile, custom fields)
• Validate data before storing
• Clear temporary data when no longer needed

Error Handling:

• Plan for invalid input
• Handle API failures gracefully
• Provide clear error messages
• Log errors for debugging

Performance:

• Avoid unnecessary API calls
• Cache frequently accessed data
• Limit scenario depth (avoid excessive chaining)
• Monitor execution time

Common Pitfalls to Avoid

Benefits of Scenarios

For End Users

Consistent Experience:

• Predictable conversation flow
• Reliable information delivery
• Professional interaction quality

Personalization:

• Responses adapted to user data
• Context-aware recommendations
• Relevant content and offers

Efficiency:

• Fast resolution of common issues
• No waiting for human agents
• 24/7 availability

For Organizations

Scalability:

• Handle unlimited concurrent conversations
• Serve global audience without proportional headcount
• Process high volumes consistently

Data Collection:

• Structured information capture
• Complete interaction history
• Actionable insights and analytics

Quality Assurance:

• Standardized processes
• Compliance adherence
• Audit trail for all interactions

Agility:

• Rapid deployment of updates
• A/B testing of flows
• Quick response to business changes

Cost Efficiency:

• Reduced support costs (30-70% typical)
• Lower error rates
• Optimized resource allocation

Integration with AI and Automation

Modern scenarios leverage AI capabilities:

Example AI-Enhanced Scenario:

[Event: User Message]
↓
[AI Action: Detect Intent and Extract Entities]
  → Intent: "cancel_subscription"
  → Entity: subscription_tier = "premium"
↓
[Condition: Intent = "cancel_subscription"]
  → [AI Action: Analyze Sentiment]
    → If sentiment = "frustrated":
      [Priority: High]
      [Action: Assign to Senior Agent]
    → If sentiment = "neutral":
      [Send: "I can help cancel your {{subscription_tier}} plan."]
      [Button Picker: "Confirm Cancel" | "Talk to Retention"]

Measuring Scenario Success

Key Performance Indicators

Optimization Strategies

Analyze Logs:

• Identify common drop-off points
• Review misunderstood inputs
• Spot technical errors

A/B Testing:

• Test different message phrasings
• Compare button arrangements
• Optimize input field placement

User Feedback:

• Survey satisfaction
• Collect improvement suggestions
• Monitor social media mentions

Glossary of Key Terms

References

• Chatbot.com: How to Write a Chatbot Script – Examples Included
• Marutitech: How do Chatbots Work? A Guide to Chatbot Architecture
• Interaction Design Foundation: What are User Scenarios?
• Interaction Design Foundation: Design Scenarios – Communicating the Small Steps
• Make.com: Scenarios for AI Agents – Help Center
• Zendesk: Was ist ein Chatbot? Funktionen & Vorteile
• OpenAI: Chatbot Best Practices
• Chatbot.com: Documentation and Help Center
• Google Dialogflow: Conversation Design Best Practices