So far, we’ve looked at the what --> what layouts to use, what widgets to choose.
 

Now let’s talk about the how.

How do you actually bring it all together when you’re building for real users, with real goals, in a real product?
 

Because if you’re responsible for onboarding, driving adoption, or reducing support volume - you’re not just shipping a bot.

You’re mapping a moment in the journey and asking:

🧭 What does the user need to do next - and how can I guide them there?

Let’s walk through five proven KC Bot workflows for the most common goals we see.

Use when: Users log in for the first time and need a guided start.

• Widgets:
   
  • Task List:
     
    • Step 1: Watch intro video
       
    • Step 2: Complete setup
       
    • Step 3: Take first action
       
  • Content Group (List layout):
     
    • Docs: Welcome guide, FAQs, product overview
       
• Targeting:
   
  • Account age < 14 days/30 days
     
  • Role = End User
     

Why it works:
Combines action + learning. Gives clarity without overwhelming.

Use when: A feature is underused or newly released.

• Widgets:
   
  • Content Group (Card layout):
     
    • Docs: Setup guide, value props, advanced tips
       
  • Task List (optional):
     
    • Step 1: Enable
       
    • Step 2: Try
       
    • Step 3: See results
       
• Targeting:
   
  • Role = Admin
     
  • Feature usage = False
     
  • Product page = Visited
     

Why it works:
Delivers just-in-time nudges tied to a specific goal or trigger.

Use when: You want to reduce inbound tickets by helping users self-serve. Especially when you see a pattern in the issues logged regarding best practices or product limitations. Categorise those into FAQs , theme based frequent questions , so when user searches they all pool up to answer the user on self serve.

• Widgets:
   
  • Search Widget (self serve enablement)
     
  • Content Group (Grid layout):
     
    • “Common Issues”/ FAQ’s 
       
    • “How to contact support” 
       
• Targeting:
   
  • Self serve users 

Why it works:
Surfaces answers where and when they’re needed most.

Use when: You want to prompt users to validate progress or next steps.

• Widgets:
   
  • Task List:
     
    • Step 1: Complete milestone
       
    • Step 2: Fill out outcome survey, sometimes the user profiling survey too
       
    • Step 3: Explore what’s next - give the user a choice to choose their path
       
  • Content Group (List layout):
     
    • “ROI Guides,” “Next-Level Features”
       
• Targeting:
   
  • 90+ days into product use
     
  • No verified outcome yet/ Scaled customers who are hard to reach out on 1:1s
     

Why it works:
Connects daily actions to bigger goals. Promotes reflection and growth.

Use when: You want to deepen engagement for active users.

• Widgets:
   
  • Content Group (Grid or Card layout):
     
    • Curated by persona, role, product area
       
  • Search Widget for advanced self-navigation
     
• Targeting:
   
  • Role = Manager or advanced user
     
  • Usage = High
     
  • NPS = Promoter if you have advocacy program link it to the path 
     

Why it works:
Supports continuous learning and creates space for user growth.

Start Small. Scale With Patterns.
 

You don’t need 20 bots.
You need a few good ones that are smartly scoped, well-targeted, and aligned with user intent.

Start with one use case. Test. Observe. Then expand.

In the next post, we’ll dive into audience targeting

how to serve the right experience to the right users without cloning 5 versions of the same bot.

see you on the next one, happy PXing!