Trust is often built one link at a time.
When an LLM chatbot shares a resource, policy page, or external article, the hyperlink becomes more than just a technical element—it becomes a signal of credibility, context, and clarity. But just like any other user experience element, not all links are created equal.
This article explores five essential UX guidelines for formatting hyperlinks within chatbot responses, with a focus on clarity, usability, and maintaining trust in high-stakes environments where LLMs interact with customers or employees.
1. Use Descriptive Anchor Text That Builds Confidence
One of the most common missteps in link formatting is relying on vague or generic phrases like “click here.” In the context of an LLM chatbot—where users are already engaging in a contextual conversation—this type of ambiguous anchor text can feel jarring or confusing.
Instead, links should feel like a natural continuation of the dialogue. For example, rather than:
“You can click here for our privacy policy.”
Say:
“You can read our privacy policy for more information about how your data is protected.”
This slight shift transforms the link from a disruptive detour into a trustworthy extension of the chat. It also improves accessibility for screen readers, which rely heavily on link text to describe where a link leads.
2. Make Links Visually Distinct but Cohesive
In traditional web design, links are often styled with blue text and underlining—but chatbot interfaces add a twist. Since most modern LLM interfaces prioritize minimalism and readability, the visual treatment of a link needs to walk a fine line: clear enough to be noticed, subtle enough not to derail the reading flow.
Good practices include:
- Maintaining consistent styling across all links (color, underline, hover state)
- Ensuring contrast is sufficient for accessibility (e.g., using high-contrast blue instead of pale gray)
- Avoiding placing links too close to non-clickable text
Some bots even use subtle iconography (🔗 or an external link icon) to visually distinguish links from regular text—particularly when linking out of the company’s domain.
3. Indicate When Users Are Leaving the Chat Experience
When a chatbot response includes an external link—especially one that opens a new tab or redirects to a third-party site—users should be informed ahead of time. Abrupt transitions can erode trust or make users feel like they’re losing their place in the conversation.
To mitigate this, good UX writing includes a cue, such as:
- “You can view this tutorial on YouTube (opens in a new tab).”
- “Learn more on the IRS website.”
Visual cues such as a small outbound icon (🔗) also help subtly set expectations. This is especially important in customer support or legal contexts, where users need to feel grounded and in control of their browsing journey.
4. Ensure Mobile-Friendly and Accessible Interactions
Not every chatbot user is sitting at a desktop with a mouse—many are tapping their way through a support flow on a small screen. Link formatting should reflect that.
Ensure links:
- Are padded or spaced sufficiently to avoid accidental taps
- Use larger, legible fonts
- Are not embedded inside large paragraphs, which can become cluttered on smaller screens
From an accessibility standpoint, links should be clearly labeled for screen readers. This includes ensuring the link text is unique and meaningful on its own—so if a user navigates through the page using just links, they still understand the context.
For example:
❌ “Read more”
✅ “Read more about shipping timelines”
5. Test, Monitor, and Trust Your Metrics
Even the best-designed link is only as good as its destination. A broken or outdated link undermines trust, particularly in enterprise environments where users rely on bots for up-to-the-minute information. That’s why it’s critical to incorporate routine testing of all live links within your LLM chatbot workflows.
But beyond technical accuracy, consider tracking how users interact with links over time. Are people actually clicking the “Terms of Service” when prompted? Are they dropping off after a redirect? Incorporate basic analytics or UTM tagging to monitor link effectiveness—and iterate accordingly.
This data can also help refine future responses. If a link to a product demo consistently drives engagement, for example, you might elevate it earlier in the conversation flow or pair it with a visual preview.
Putting It All Together
In LLM-driven chat windows, hyperlinks do more than connect users to external content—they function as bridges of trust, verification, and exploration. A well-placed link with clear text and proper styling reassures users that the bot knows what it’s talking about and is guiding them to helpful, relevant destinations.
By following these five UX guidelines, product and design teams can make sure that each link serves the conversation rather than disrupting it. Whether the goal is to support a customer, explain a policy, or share documentation, thoughtful link formatting ensures that information is not just accessible—but inviting.
