  The conversational nature of chatbots poses challenges to designers since
their development is different from other software and requires investigating
new practices in the context of human-AI interaction and their impact on user
experience. Therefore, this work aims to unveil chatbot conversational
practices alongside their impacts on users to build a web guide to support
designers while conceiving conversations for chatbots. We have carried out a
Systematic Literature Review (SLR) to identify linguist, visual, and
interactive elements used in chatbot conversational design. The SLR resulted in
40 selected studies that were reviewed and coded into a set of conversational
guidelines that were evaluated through a survey. Respondents strongly agreed
that applying the proposed guidelines in chatbot development would induce
greater user satisfaction and user engagement and the guide is usable,
flexible, clear, and understandable, making it a great ally in building
chatbots with an improved user experience.
