Chatbots are everywhere these days — on websites, in apps, and even popping up in the corner of your screen when you’re just trying to read an article. While they can be helpful, let’s be honest: they can also be incredibly annoying if not implemented with care.

If you’re thinking of adding a chatbot to your customer experience, great! Just make sure it’s a help, not a headache. Here’s how to use a chatbot without driving your customers up the wall.

1. Don’t Be Pushy

Nobody likes a chatbot that immediately hijacks the screen with an unsolicited “How can I help you today?” — especially before they’ve had a chance to look around. Give users a moment to breathe. Consider triggering the bot after a certain amount of time or on exit intent rather than right away.

Better idea: Let the chatbot sit quietly in the corner, available but not intrusive.

2. Keep It Human (But Not Fake)

Your bot doesn’t need to pretend it’s a real person named “Samantha” with a stock photo and a canned backstory. Customers can smell fake from a mile away. It’s okay to be transparent and say it’s a bot — just make sure it’s helpful and friendly.

Pro tip: Use natural, conversational language. Skip the robotic “Please input your request” and go for something more relaxed, like “Hey! Need help with something?”

3. Know When to Hand It Off

A chatbot that refuses to escalate to a human is one of the most frustrating experiences a customer can have. Bots should assist — not gatekeep. If a question is too complex or the user is clearly frustrated, offer a seamless transition to a live agent.

Set your bot up to recognize phrases like “talk to a human” or “this isn’t helping.”

4. Answer the Actual Question

Too many bots are glorified search bars. If a user asks, “What’s your return policy?” don’t reply with, “I found some articles for you!” and drop five unrelated links. Actually answer the question — or at least get very close.

Tip: Invest in training your bot with FAQs and common queries so it responds intelligently and with value.

5. Be Mobile-Friendly

If your chatbot only works properly on desktop, you’re leaving out a huge portion of your audience. A clunky chatbot on a small screen is a fast track to abandonment.

Make sure the UI is clean, the buttons are tappable, and the chat doesn’t block important content.

6. Respect Privacy

Don’t bombard users with personal questions right out of the gate. Be clear about what data you’re collecting and why. And absolutely don’t store sensitive information unless you’re following all proper security protocols.

Keep it simple, and keep it secure.

7. Always Offer an Exit

Make sure users can easily close or minimize the chatbot. Forcing it to stay open or pop back up repeatedly is a guaranteed way to lose goodwill.

Let people interact on their terms, not the bot’s.

Final Thoughts

A good chatbot feels like a helpful store clerk — there when you need them, and invisible when you don’t. With the right balance of automation and empathy, your chatbot can be an asset instead of an annoyance.

Got a chatbot on your site already? Maybe it’s time to ask your users what they really think about it.