Conversational components Endings

Endings

Your persona should end conversations appropriately. Take advantage of this component to provide closure in a way that demonstrates social intelligence.

Completed intent Expand and collapse content An arrow that points down when collapsed and points up when expanded.

When the user fulfills their intent, assure them that it’s been done, and then take leave. But also look for opportunities to further assist.

Confirm any completed actions and look for opportunities to offer proactive assistance

Persona: Miso flowers (fake flower shop). Spoken prompt: You’re all set. Those roses will be on their way soon. By the way, to get your order faster next time, I can sign you up as a Miso flowers member. Want to do that? Display prompt: You’re all set. To get your order faster next time, do you want to sign up as a Miso flowers member? Visual: Order summary card. Chips: Yes, No.

Do.

Let the user know that the action has been completed. The persona also takes this opportunity to give the user also has a fast and simple way to sign up as a Misoflowers member after the purchase is complete.

Persona: Miso flowers (fake flower shop). Spoken prompt: You’re all set. Those roses will be on their way soon. Thanks for your order. Goodbye. Display prompt: You’re all set. Thanks for your order. Goodbye. Visual: Order summary card. No chips in this example.

Don’t.

Here, the persona misses an opportunity to save the user time/effort on future orders.

Suggest related intents in the chips

Persona: Google I/O 18. User input: When’s my next session? Spoken prompt: Your next session is at 11:30 AM. Do you need anything else? Display prompt: It’s at 11:30 AM. Anything else? Visual: Basic card with talk details. Chips: Get Directions, Next event, Open I/O app.

Do.

The chips anticipate what the user might want to do next.

Persona: Google I/O 18. User input: When’s my next session? Spoken prompt: Your next session is at 11:30 AM. Do you need anything else? Display prompt: It’s at 11:30 AM. Anything else? Visual: Basic card with talk details. Chips: Browse sessions, Try some demos, When’s the after-party?

Don’t.

While these chips offer other things the user could do, they are less relevant in this context.

Abandoned intent Expand and collapse content An arrow that points down when collapsed and points up when expanded.

Users abandon tasks for all kinds of reasons. Maybe they got interrupted. Maybe they lost interest. Or maybe your persona misunderstood them and consequently took them down the wrong path. Regardless of the reason, you should let the user decide when the conversation should end.

Let users quit before finishing a task.

Don’t double-check unless significant progress will be lost.

Note that "exit", "cancel", "stop", "nevermind", and "goodbye" are supported by default, so if users say them, your Action will end. See App Exits for more information.

Persona: Miso flowers (fake flower shop). User input: Create a new bouquet. Spoken Prompt: Sure, let’s get a bouquet started. Do you have a particular type of flower in mind? New turn. User input: Uhh, not really. Spoken Prompt: In that case, what’s the main color you’d like for your bouquet? New turn. User input: Yellow. Spoken Prompt: Okay, I found 8 options. Our most popular yellow flowers are daffodils, daisies, sunflowers, and yellow roses. Do any of those sound good?New turn. User input: No, I’m done. Spoken Prompt: Okay, is there anything else I can help you with?

Do.

Honor requests like “I’m done” “I’m finished” or “forget it”.

Persona: Miso flowers (fake flower shop). User input: Create a new bouquet. Spoken Prompt: Sure, let’s get a bouquet started. Do you have a particular type of flower in mind? New turn. User input: Uhh, not really. Spoken Prompt: In that case, what’s the main color you’d like for your bouquet? New turn. User input: Yellow. Spoken Prompt: Okay, I found 8 options. Our most popular yellow flowers are daffodils, daisies, sunflowers, and yellow roses. Do any of those sound good? New turn. User input: No, I’m done. Spoken Prompt: But you haven’t finished making this bouquet yet. Are you sure you want to quit?

Don’t.

Don’t second-guess the user’s intention. Instead, trust that they asked for what they wanted. Here, it’s not worth double-checking because the user hasn’t made much progress yet.

Say goodbye.

Once the user has indicated the conversation is over, assume that you’ve lost their attention.

Persona: Geek num (fake game). Spoken Prompt: Those were some interesting facts! Do you want to learn more about 42? New turn. User input: No, that’s all. Spoken Prompt: Alright. Looking forward to geeking out with you again soon. (exit chime plays)

Do.

Support all the ways in which users say goodbye, e.g., “No that’s all” or “that’s enough”, and exit gracefully.

Persona: Geek num (fake game). Spoken Prompt: Those were some interesting facts! Do you want to learn more about 42? New turn. User input: No, that’s all. Spoken Prompt: Sure, to hear more about 42 later you can always say “tell me about 42”. Now, let’s learn about a different number! Try saying a new number like 12 or 1700.

Don’t.

Don’t keep trying to engage the user when they’ve indicated they’re done. When the user has refused an offer, avoid acknowledgements that strongly imply acceptance, like “Sure” or “Got it”. Finally, avoid teaching the user commands.

Handoff to another device Expand and collapse content An arrow that points down when collapsed and points up when expanded.

Sometimes it’s appropriate for your persona to hand off a conversation from one device to another.

The most common handoffs are from a device without a screen to a device with a screen.

Don’t force the user to switch devices. They may be trying to complete their journey on a specific device for a variety of reasons. Honor that choice.

Persona: Ibento (fake ticket-seller). User input: 2 tickets. Spoken Prompt: The best open spot for 2 people sitting together is in section 211, row 14, seats 7-8. If you’d like to see the seating chart, we can continue this conversation on your phone. Do you want to do that? New turn. User input: Yeah sure. Spoken Prompt: Okay, I’ve sent it to your phone. You can continue shopping for tickets there. Bye for now. (exit earcon plays)

Let users know they have the option to switch devices, but don’t force them to switch.

Unsupported intent Expand and collapse content An arrow that points down when collapsed and points up when expanded.

Conversations may end when your Action doesn’t support the functionality the user has requested. This is a type of system error.

When a request is out of scope, notify the user briefly and avoid overusing apologies like “sorry”.

Avoid overpromising. Use phrases like “I can’t do <X> yet” only in situations when there are plans to build the requested functionality.

Persona: Miso flowers (fake flower shop). User input: Send Mom an eCard. Spoken prompt: I can’t send eCards. Would you like to send a card or handwritten note instead? Display prompt: I can’t send eCards. Would you like to send a card or a note?

Do.

Do take responsibility and briefly let the user know their request isn’t supported.

Persona: Miso flowers (fake flower shop). User input: Send Mom an eCard. Spoken prompt: I’m really sorry, but I can’t send eCards yet. Would you like to send a card or handwritten note instead? Display prompt: I’m really sorry, but I can’t send eCards yet. Would you like to send a card or note?

Don’t.

Don’t be overly apologetic. Don’t use “yet” if the feature isn’t coming soon.

Error Expand and collapse content An arrow that points down when collapsed and points up when expanded.

Unfortunately, sometimes conversations end due to an unrecoverable error. See error handling for details on how to handle Max No Input errors, Max No Match errors, and System errors.

Error handling

This example follows the recommended No Match handling by providing a rapid reprompt, following it with escalating detail, and finally ending the conversation.

Persona: Ibento (fake ticket-seller). User input: That show is in town from May 10th through May 15th. Which day would you like to go? New turn. User input: Uhh… the… . Spoken prompt: Sorry, which day? New turn. User input: Let me check my calendar. Spoken prompt: Sorry, you can choose any day between May 10th and May 15th. Which day works best? New turn. User input: I’m not sure yet. Spoken prompt: Sorry, I’m still having trouble, so you may want to visit our website instead. Bye for now.

Do.

End the conversation after repeated recognition errors. Review these errors to see if there are ways you can improve your Action, for example, by adding an ability to save an event for later.

Persona: Ibento (fake ticket-seller). User input: That show is in town from May 10th through May 15th. Which day would you like to go? New turn. User input: Uhh… the… . Spoken prompt: Sorry, which day would you like to go? New turn. User input: Let me check my calendar. Spoken prompt: I still didn’t get that. That show is in town from May 10th through May 15th. Which day would you like to go? New turn. User input: I’m not sure yet. Spoken prompt: Sorry, I’m having so much trouble understanding. Please try again later.

Don’t.

Don’t give the user a vague “try again later.” Don’t be overly apologetic.