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Resource Guide

A curated list of tools, platforms, and learning resources to help you apply the new rules of conversation marketing — across strategy, design, technology, and optimisation.

Conversational Tools

Chat Platforms

  • Intercom – Customer messaging and engagement across web and product
  • Drift – Conversational marketing and sales platform
  • Tidio – AI-powered chat for eCommerce and SMEs
  • Landbot – Visual chatbot builder for websites and WhatsApp
  • ManyChat – Messenger and Instagram automation for marketing

Voice & Messaging

  • Voiceflow – Design voice and chat experiences with AI logic
  • Twilio – Programmable messaging, voice, and video APIs
  • WhatsApp Business Platform – Direct-to-user messaging with automation

AI & Personalisation

  • ChatGPT (OpenAI) – Generate content, copy, or response variations
  • Claude (Anthropic) – Conversational AI with structured prompt memory
  • Segment – Customer data platform for real-time audience segmentation
  • Dynamic Yield – Personalisation and recommendation engine
  • HubSpot AI Tools – Smart content generation and lead scoring
  • MonkeyLearn – Customisable sentiment and intent classification

Analytics & Measurement

  • Google Analytics 4 (GA4) – Behaviour tracking and journey mapping
  • Amplitude – Product analytics with funnel and cohort analysis
  • Hotjar – Session replays and voice-of-customer feedback
  • Delighted / AskNicely – CSAT and NPS surveys
  • FullStory – Digital experience analytics with deep UX insights

Conversation Design

  • Botmock (acquired by Microsoft) – Visual conversation design
  • Miro – Flowcharting and collaboration for conversation mapping
  • Figma – Interface and UX design, often used for chatbot prototyping
  • Notion / Airtable – Content and message block management

Learning & Inspiration

Books & Reports

  • Conversational Marketing – David Cancel & Dave Gerhardt
  • Talk to Me – Dean Bubley
  • The Age of AI – Henry Kissinger, Eric Schmidt, Daniel Huttenlocher
  • AI 2041 – Kai-Fu Lee & Chen Qiufan
  • Gartner’s Digital Experience Platforms & Conversational AI Reports

Blogs & Communities

AI Optimisation & Brando Schema

  • Brando Schema – brandoschema.com
    A machine-readable vocabulary for defining your brand identity, tone, and guardrails for AI systems.

  • Schema.org – Structured data markup vocabulary for SEO and AEO

  • Google Structured Data Testing Tool – Test schema implementations
  • OpenAPI Spec – Define how AI and bots interact with your endpoints
  • Prompt Engineering Guide – prompts.chat

Templates & Tools in This Handbook

Find these in the Appendix:

  • Conversation Flow Template
  • Conversation Engine Launch Checklist
  • Persona Mapping Canvas
  • Metrics & ROI Tracker
  • Conversation QA Framework
  • Future Readiness Scorecard

Final Tip

Technology will evolve. Channels will change. But the principles stay the same:

  • Be helpful
  • Be human
  • Be ready to learn

Start small. Stay responsive. Scale what works.