Chatbot Accessibility Playbook

Recommendation 4.4.12:
Follow WCAG guidelines when applicable to chatbot integration into the host website

Benefits Users

Icon for VisualIcon for AuditoryIcon for CognitiveIcon for SpeechIcon for PhysicalVisual | Auditory | Cognitive | Speech | Physical

Phase 1: Gather & Organize

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  • The WCAG document does not specifically address the wide range of cognitive abilities in target users. Latest recommendations from W3C’s Cognitive and Learning Disabilities Accessibility Task Force (COGA TF) have information explicitly directed at cognitive disabilities that can fill gaps in WCAG guidance. Ultimately, user tests will reveal how accessible the chatbot is.

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  • The table below matches recommendations from this playbook to the W3C WCAG and COGA recommendations to which they correspond. In most of these cases the W3C source gives explicit information such as user stories and techniques that directly address the recommendation from the playbook.
Recommendation WCAG Success Criteria COGA Design Patterns
4.4.1 Support navigation to the chatbot   COGA 4.3.3 Use a Clear and Understandable Page Structure
4.4.2 Make user aware of the chatbot   COGA 4.2.5 Clearly Identify Controls and Their Use
4.4.3 Offer accessible activation   COGA 4.3.2 Make the Site Hierarchy Easy to Understand and Navigate
4.4.4 Use responsive design WCAG 1.3.4 Orientation  
4.4.5 Consider accessibility in transitions   COGA 4.8.1 Provide Human Help
4.4.6 Time out gracefully   COGA 4.5.9 Avoid Data Loss and “Timeouts”
4.4.9 Use appropriate notifications   COGA 4.6.1 Limit Interruptions


Phase 2: Design & Implement

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  • When WCAG isn’t clear about chatbot features, go to users instead.

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  • When making sure the user is aware of the chatbot (4.4.2), refer to WCAG Criterion 2.4.6, which includes advice on labeling elements on a website. That advice will ensure, for instance, that users who cannot visually process the page can still access the chatbot by searching for an appropriate heading or label.


Phase 3: Test & Evaluate

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  • Did you review WCAG as you completed the Gather and Organize phase?

  • Did you revisit WCAG during the Design and Implement phase?

  • Did you test and evaluate the chatbot against WCAG standards for integration?

  • Is there a developer on the team with WCAG training or accessibility experience?