Where the work gets stuck
A generic greeting leaves visitors unsure what to ask. A focused Heyy setup makes its purpose clear: ask about this service, this programme, or the next application step. Keep the opening short and let visitors choose how to continue.
What to prepare
- The page’s main decision and common questions
- A short approved opening message
- A route to staff for anything beyond that scope
Follow these steps
- Choose one page and define what the assistant can help with there.
- Write an opening that names that purpose in ordinary language.
- Answer the visitor’s question before asking for details to assess their needs.
- Record the next step only when the visitor requests follow-up or the enquiry requires it.
An example from everyday work
On a programme page, “Ask about class times, fees, or the next intake” gives an applicant a useful starting point. On a repair-service page, focus on the service area and the callback process rather than a broad sales pitch.
When your team should take over
Avoid intrusive prompts and repeated requests for contact details. Only offer tasks the assistant can perform through its approved connections.
How to check the results
- Conversations relevant to the page
- Questions answered before contact collection
- Visitors able to reach the intended next step
Your next step
Read the first few messages as a visitor would. Remove wording that makes the conversation feel like a form disguised as a chat.