AI Chatbot Brief Template | Miyens
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AI Chatbot Brief Template

Everything your chatbot platform or developer needs to configure a bot that actually works — use case, flows, tone, escalation, and KPIs in one structured document.

What's Inside the Template

Most chatbot projects fail at the brief stage. The platform can do what you need — but the configuration is wrong because nobody specified what "right" looks like. This template covers every decision before the build starts.

01

Use Case & Objective Definition

Clarify exactly what the chatbot is for, who the primary users are, and what a successful interaction looks like. Includes prompts for defining the primary goal and up to three secondary goals.

Primary use case (support / sales / onboarding / HR / other)
Primary user persona and channel
Success definition per interaction
Metrics to track post-launch
02

Conversation Flows

Map the key conversation paths — what the bot should say, what it should ask, and how it should handle the most common scenarios. Includes a flow template for up to five primary paths.

Opening message and greeting options
Primary question / intent categories
Response format per intent (text, button, link)
Fallback message for unrecognised intent
03

Tone of Voice & Persona

Define the chatbot's personality, communication style, and brand alignment. Includes examples of on-brand vs off-brand responses for each style choice.

Persona name and role description
Tone adjectives (formal / friendly / concise)
Things the bot should never say
Language and localisation requirements
04

Escalation & Handoff Rules

Specify exactly when and how the chatbot should hand a user to a human agent. Includes decision logic templates for common escalation triggers.

Escalation triggers (keywords, sentiment, loop count)
Handoff channel (email, live chat, phone, ticket)
After-hours escalation behaviour
Data to pass to the human agent at handoff
05

KPIs & Success Metrics

Define how you will measure chatbot performance after launch — before the build starts. Includes a 30-day post-launch review checklist.

Containment rate target
Customer satisfaction (CSAT) baseline and target
Average handle time comparison to human agent
30-day post-launch review criteria

Also Included

Platform Selection Guidance + Launch Checklist

The template includes a comparison of five common no-code chatbot platforms (with a feature checklist to match your requirements) and a pre-launch QA checklist covering the 12 most common configuration errors.

No-code platform comparison (5 platforms) Feature-to-requirement matching checklist Pre-launch QA checklist (12 items) Post-launch optimisation schedule
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