# Best practices

{% hint style="info" %}
Please note that these guidelines are important for your app to pass the [iAdvize review process](/apps/build-your-app/submit-your-apps.md).
{% endhint %}

## **Awaits / timeout on Bot Transfers**

Our bot transfer process allows you to set any `timeout` value you might like.

Please be advised that you should not set a timeout value inferior to 15 seconds. Under that delay our system will not have a sufficient amount of time to verify availability.

This delay is perfectly acceptable in term of conversational experience and is required for the transfer to operate correctly.

{% hint style="info" %}
Please note that if you don't specify a `transferOptions,` the timeout value will be 60 seconds
{% endhint %}

You can specify a `timeout` in a `transferOptions` key as below :

```json
{
  "type": "transfer",
  "distributionRule": "ef4670c3-d715-4a21-8226-ed17f354fc44",
  "transferOptions": {
    "timeout": {
      "value": 20,
      "unit": "seconds"
    }
  }
}
```

## **Delay your answers**

We strongly advise to put an `await` between each answer your bot is going to send to the visitor to enhance the conversational experience with your bot. You can use an await of a few seconds for each message you send to the visitor. Answering directly would be too unnatural otherwise.

## **Do not disguise your bot as a human**

We will refuse any integration that masks the fact that a bot isn't a human. According to our experience, we know that it results in important satisfaction drop. You should state at the beginning of the conversation that the operator is not human. Also provide a specific avatar that makes it clear that the agent is a bot.

## **Be careful about the length of your messages**

You should never send a message over 450 characters long (technical limitation). We even advise not to send more than 250 characters per message (optimal Ux). To offer a great conversational experience try to write short and concise answers. If you really need to send a long answer we recommend splitting your entire message in smaller ones of max. 250 characters that are semantically coherent.

## **Do not say hello twice**

A preconfigured welcome message is available for all of our clients. If your bot says hello at the start of every new conversation it will results in the visitor receiving a similar message two times in a few seconds.

To deliver a better conversational experience, your bot can skip any notion of welcoming message and just present itself as a bot.

## **Diversify your answers**

Try and offer multiple versions of your common answers. It will help you deliver a better experience instead of a repetitive robotic one.


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