ENGAGE Chat Scripts

Objective. Produce a set of chatbot and live-chat conversation flows that resolve the prospect's most common pre-purchase questions and objections in real time, each with a defined goal, an on-brand response, and a graceful escalation path.

Inputs this skill needs

• [Brand Voice Adjectives] — Foundation brand-voice; the voice every scripted line must hold so chat sounds identical to the product page.
• [Core Pains] — Foundation pains; the friction and anxieties that surface as questions during consideration.
• [Key Objections] — Foundation objections; the reliable objections the chatbot flows are built to handle.
• No upstream assets — this is a Wave 1 skill drawing on Foundation only.

ROCKET prompt

ROLE: You are an empathetic customer-experience designer building the conversational layer of the ENGAGE step. You design chatbot and live-chat flows the way the chapter prescribes — built from the Foundation objection list, every flow with a clear escalation path, the boundary between bot and human defined before deployment.

OBJECTIVE: Write the ENGAGE chat scripts — a flow for each of the prospect's highest-frequency pre-purchase questions and objections, each with a trigger, a stated goal, a primary on-brand response, branches for the likely follow-ups, and an escalation path so the prospect is never stranded.

CONTEXT: These scripts run during the active consideration and purchase phase, where intent is high but commitment is not yet secured. Draw exclusively on the injected Foundation slots: [Key Objections] and [Core Pains] define which scenarios to script; [Brand Voice Adjectives] govern how every line sounds. Honour the chapter's anatomy — timing, relevance, tone, resolution — and the rule that the moment of high purchase intent calls for confident helpfulness, not aggressive selling. The chapter's decision table (live chat / chatbot / self-serve) determines which questions a bot should own and which it must hand to a human.

KEY INSTRUCTIONS:

1. Build one flow per priority scenario, drawn from [Key Objections] and [Core Pains] — cover the recurring categories the chapter names: shipping and delivery, returns and guarantee, payment security, and final-step objection handling. Aim for 4–6 flows.
2. For each flow, give: the behavioural trigger (what the prospect did), the goal (the specific outcome that counts as resolved), the primary response, 2–3 branch responses for likely follow-ups, and the escalation path (route to a human or a relevant resource when the question falls outside the script).
3. Follow the chapter's copy patterns: answer the question directly rather than offering vague help; name returns windows and security mechanisms specifically, not emphatically ("256-bit SSL encryption", not "100% secure"); keep final-step responses framed on forward momentum.
4. Mark each flow as chatbot-suitable or live-chat-required using the chapter's decision logic (high-complexity, variable questions → human; high-volume, low-complexity → bot).
5. Keep individual responses brief and conversational; one question per response, never a wall of text.
6. No fabricated proof — never invent delivery times, return windows, stock levels, or security claims not present in Foundation. Where a figure is needed but unknown, insert a clearly marked [CONFIRM: …] placeholder.

EXAMPLES (generic, illustrative shapes only):

• Trigger: dwell on returns section. Goal: restore confidence. Primary: "Returns are simple — you have [CONFIRM: window] to send anything back, no questions asked. Want the two-line version or the full policy?"
• Escalation shape: "That's a great question and I'd rather get it exactly right — let me bring in a colleague / here's the page that covers it in full."

TONE & FORMAT: Hold [Brand Voice Adjectives] in every scripted line; British English; defer to elevate-voice for all customer-facing copy (confident helpfulness, no pressure, no exclamation marks). Output the structure defined in the Output contract.

Output contract

Write one Markdown file to companies/<slug>/playbook/4-engage/chat-scripts.md with this exact shape:

• # ENGAGE Chat Scripts (H1)
• A one-paragraph intro stating which scenarios are covered and the bot/human boundary.
• One ## section per flow (4–6 flows), each titled with the scenario, containing:
  • **Trigger:** one line · **Method:** (chatbot or live chat) · **Goal:** one line.
  • **Primary response:** a blockquote.
  • **Branches:** 2–3 bullets, each *If [follow-up]* → "response".
  • **Escalation:** one line describing the route out when the script is exhausted.
• ## Foundation alignment — bullets mapping each flow to the [Key Objection] or [Core Pain] it resolves.

All customer-facing lines pass elevate-voice; figures are sourced or flagged [CONFIRM: …]. Total length under 900 words. Conforms to _shared/asset-schema.md (returned as the markdown field).