Running a chatbot program effectively requires more than technical expertise—it calls for a deep understanding of users, the program it supports, and skills such as crafting compelling messages and analyzing data. Below are some key skills and knowledge areas that teams or individuals must possess (or cultivate) to design user-centric chatbots, drive engagement, and achieve impactful outcomes.

1. Understanding of Users

It is crucial for the team or individual to have a deep understanding of users, including their context (e.g., socio-economic backgrounds), needs, limitations, and motivations. This user-centric approach ensures that the chatbot is designed to meet their expectations, making it easier for users to adapt to it and derive value from its use.

2. Understanding of the Program

The team or individual must have a good understanding of how the program operates on the ground. This knowledge is critical for designing a chatbot that aligns with program dynamics and supports decision-making (e.g., onboarding processes, determining when and how to use the chatbot, etc.).

Without a deep understanding of the program, there is a risk of the chatbot functioning as an independent entity rather than as an integral part or extension of the program—unless, of course, that is the intent. It’s equally important to understand that the chatbot alone cannot solve all problems; its implementation plays a significant role in achieving traction and effectiveness.

3. Interest in Technology and Logical Thinking

Since platforms like Glific are low-code and logic-driven, it helps to have someone who is curious and inclined to explore technology. Strong logical thinking & problem solving skills enable the team to learn quickly, discover platform features, find solutions/ hacks, and use the platform efficiently.

4. Ability to Write Compelling and Relevant Messages

This skill ties back to understanding the users and their context. The team or individual should be able to craft messages that are:

• Relevant to the users
• Easy to understand
• Engaging enough to encourage action.

The tone, language, and sentiment of the messages play a pivotal role in ensuring the chatbot is appealing and effective for its audience.

5. Design Skills

A good chatbot experience goes beyond text-based messages. Incorporating various forms of media—such as images, simple videos, stickers, and audio notes—can significantly enhance the user experience. Having someone on the team who can create these media assets adds immense value.

6. Data Analysis Skills

Analyzing user engagement with the chatbot is crucial for continuous improvement. The team should be able to:

• Define goals and success metrics.
• Regularly analyze message data and dashboards to extract insights.
• Identify what aspects are working and where improvements are needed to reduce churn.

Additionally, it’s highly recommended to collect qualitative feedback from users and teams working with them. This provides a holistic understanding of the chatbot’s performance and helps guide actionable next steps.

Last but not least, it’s essential to have a dedicated Chatbot Owner (possibly a Product Manager) who can coordinate efforts and bring all the pieces of the puzzle together.