Most chatbots behave like polite receptionists. Visitor asks about pricing. Bot explains pricing. Visitor says thanks. Visitor leaves.
No sale. No signup. No captured lead. The conversations are friendly and accurate, but 95%+ end with nothing.
This guide covers how to configure chatbots that move conversations toward action.
The Difference: Question Answering vs. Conversion
Question Answering (Passive)
Customer: How much is the Pro plan?
Bot: The Pro plan is $49/month.
Customer: Thanks
[End of conversation]
Technically correct. Completely passive. No next step offered.
Conversion-Optimized (Active)
Customer: How much is the Pro plan?
Bot: Pro is $49/month—or $39/month if you go annual
and save $120/year.
It includes unlimited conversations, custom branding,
and priority support. Most growing teams start here.
Want to try it? I can set up a 14-day free trial
in about 30 seconds—no credit card needed.
Same information, plus:
- Added context (annual savings)
- Connected features to value
- Offered a clear next step
- Made it easy (30 seconds, no card)
Configuration for Conversion
AI Behavior Settings
After answering questions, always:
1. Connect the answer to a benefit for the customer
2. Suggest a relevant next step
3. Make the next step easy and low-friction
When discussing pricing:
- Mention both monthly and annual options
- Highlight what's included
- Offer free trial as next step
When discussing features:
- Explain how the feature helps the customer
- Suggest trying it in a free trial
- Offer to demonstrate or explain further
Conversation Goals
Define flows for different scenarios:
Pricing Questions Flow:
- Answer the pricing question directly
- Add context (annual discount, what's included)
- Offer free trial with specific CTA
- If no response to CTA, ask if they have other questions
Feature Questions Flow:
- Explain the feature
- Connect to their probable use case
- Offer to show them how it works
- Guide toward trial
Comparison Questions Flow:
- Answer the comparison directly
- Ask about their specific needs
- Recommend the best option for them
- Offer next step based on recommendation
CTA Buttons
For key conversion moments, add quick-reply buttons:
[Start Free Trial] [Compare Plans] [Talk to Sales]
Buttons typically outperform text links by 2-3x.
The Psychology Behind Conversion
Principle 1: Reduce Friction
Every extra step loses people. Minimize:
- Questions asked before providing value
- Form fields required (name and email only)
- Clicks to complete action
- Decisions required
High friction: "Fill out this form and someone will contact you within 24-48 hours."
Low friction: "Click here to start your free trial—takes 30 seconds."
Principle 2: Create Momentum
Structure conversations to build progress:
Bot: Most teams see results within the first week.
Want me to set up your trial so you can see it
working on your site?
Customer: Sure
Bot: Great! I just need your email to create the account.
What should I use?
Each response moves forward. The customer never feels stuck.
Principle 3: Address Objections Proactively
Preempt common hesitations:
Bot: You might be wondering: "What if the AI gives
wrong answers?"
Fair concern. The chatbot only answers from your
actual website content and policies. You can review
every conversation, and customers can always reach
you if needed.
Want to test it with your actual website?
By addressing the objection before they raise it, friction is removed.
Principle 4: Use Social Proof
Add social proof to key moments:
Bot: The Pro plan is our most popular for growing
teams—over 2,000 businesses use it.
Not pushy. Just context that others have made this choice.
The Conversion Conversation Structure
Every conversion-optimized conversation follows five phases:
Phase 1: Engage
Get them talking with a question that invites context:
Weak: "Hi! How can I help you today?" Strong: "Hey! Are you checking this out for yourself or your team?"
The second invites a response that enables personalization.
Phase 2: Understand
Ask questions before pitching:
Bot: What kind of business do you run?
Customer: E-commerce, about 500 orders a month
Bot: Got it! So customer support is probably eating up
time, especially around shipping questions?
Now you know what to emphasize.
Phase 3: Match
Connect their need to your solution:
Bot: That's exactly what this handles automatically.
Most e-commerce businesses see 60-70% of shipping
and order questions handled instantly.
Phase 4: Overcome
Address hesitation before it becomes objection:
Bot: You might be wondering about setup time. Good news:
you just add your website URL and it crawls
automatically. Most stores are live in under 5 minutes.
Phase 5: Act
Clear, easy next step:
Bot: Want to see it work on your site? I can set up a
free trial right now—takes 60 seconds, no credit card.
[Start Free Trial]
Conversion Flow Examples
Pricing Page Visitor
Trigger: Visitor on pricing page for 30+ seconds
Bot: Comparing plans? Quick question—are you looking
for a solution for just yourself, or a team?
[Just Me] [Small Team] [Larger Team]
Customer: [clicks Small Team]
Bot: The Pro plan is usually the sweet spot for teams
your size.
You get:
- Up to 10 team members
- 50,000 conversations/month
- Custom branding
- Priority support
Most teams start with a free trial to make sure it
fits their workflow. Want me to set one up?
[Start Free Trial]
Exit Intent
Trigger: Mouse moves toward tab/close
Bot: Before you go—want a free guide to [Valuable Resource]?
It's helped 500+ businesses [achieve outcome].
Just need an email to send it over.
[Get Free Guide]
[After email submitted]
Bot: Sent! Check your inbox in a few minutes.
While you wait—I'd be happy to answer any questions.
Or I can have someone from our team reach out personally.
[Ask a Question] [Request Callback]
Expected Results
| Metric | Before Optimization | After Optimization |
|---|---|---|
| Conversation-to-conversion | 3-5% | 10-15% |
| Lead capture rate | 5-10% | 15-25% |
| Average conversation depth | 2-3 messages | 4-6 messages |
| Trial starts from chat | Low | 3-4x increase |
Common Conversion Killers
Dead-end answers Bot answers, conversation stops. Every answer should lead somewhere.
Too many steps "To sign up: 1. Click here 2. Verify email 3. Complete profile 4. Add billing..."
Just say "Takes 30 seconds."
Wrong timing Pushing for sale on first message. Build value first, ask second.
No fallback Customer asks complex question, bot can't answer, conversation dies. Always have a human backup or alternative action.
Ignoring objections Customer says "seems expensive," bot ignores it and keeps pitching. Detect objection keywords and address directly.
Getting Started
Start free with Kya to optimize for conversion:
- Go to Settings → AI Behavior
- Add conversion behavior instructions
- Define 3 conversation goals (trial signup, lead capture, demo request)
- Add CTA buttons for key moments
- Test with 10 pricing/feature questions
Track before/after conversion rate. The difference will be visible within a week.
A chatbot can be a receptionist or a salesperson.
A receptionist says "The Pro plan is $49/month."
A salesperson says "Pro is $49/month—most teams try it free for 14 days first. Want me to set that up?"
Same information. Completely different results.
Configure for conversion.
