Write repair turns in plain language
Rewrite conversational repair messages so users can understand and recover on the first read.
The move: error copy is task guidance under stress. Plain language asks whether the audience can understand and act the first time. In conversation design, that means a repair turn should not expose internal categories like intent, slot, endpoint, validation, or enrollment context unless the user already uses those words. Use a three-part repair: what happened, why it matters, what to do now. Keep each part short. The goal is not to apologize beautifully; the goal is to restore forward motion. If the bot needs a detail, ask for that detail. If the bot cannot do the task, name the…
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