Support prompts

Intelligently surfaced selectable message prompts that present recommended inputs to the user.

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Building blocks

A.
Support prompts

These are prompts automatically suggested by generative AI to the user, and are shown as the suggested next prompts users can send after they receive a response from generative AI.

States

Support prompt selection

When a list of support prompts are displayed by generative AI, users can select one as the next user prompt sent to generative AI. 

Generating a response

When users select a prompt from the list of support prompts suggested by generative AI, it is sent as as a user prompt and generative AI starts generating a response for it. Follow guidelines for generating a response in generative AI loading states.

General guidelines

Do

  • Show up to five support prompts to a user
    At any given time, the number of support prompts provided by generative AI to a user should not exceed five to avoid cognitive overload.

Don't

  • Don’t show other support prompts once a user has selected one
    Once a user selects a support prompt, hide the other prompts that were suggested by generative AI. These prompts are displayed by generative AI based on the context of prior user actions. Once a user makes a selection, the conversation with generative AI progressed, and the context changed. As a result, the older support prompts may not be relevant to the user anymore. 

Writing guidelines

General writing guidelines

  • Use sentence case, but continue to capitalize proper nouns and brand names correctly in context.

  • Use end punctuation, except in headers and buttons. Don’t use exclamation points.

  • Use present-tense verbs and active voice.

  • Don't use please, thank you, ellipsis (...), ampersand (&), e.g., i.e., or etc. in writing.

  • Avoid directional language.

    • For example: use previous not above, use following not below.

  • Use device-independent language.

    • For example: use choose or select not click.

Component-specific guidelines

Terminology

  • Introducing the AI: generative AI assistant is the approved term for introducing and referring to the AI, and generative AI to refer to the experience.

  • User queries: use submit as the label or reference term when a user is making a choice, query, or request.

  • AI replies: refer to AI replies as responses, not answers.