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Message Center: Chat Assistant

 

Discover the Chat Assistant feature provided by SHOPLINE's Message Center - a powerful tool designed to manage your chat sessions efficiently. With features like smart reply suggestions, saved replies, keyword automated responses, and real-time new message notifications, SHOPLINE's Message Center streamlines and enhances your e-commerce communication.

  

In This Article

 


 

Smart Reply Suggestions

The Smart Reply Suggestions feature automatically provides reply suggestions based on the content of messages sent by customers and the selected data sources. By enabling this feature, the system helps customers quickly resolve inquiries, enhancing the overall customer experience. Follow these steps to use the feature:

  1. From your SHOPLINE admin panel, go to Channels > Messages. Then, locate the Chat Assistant option and click Go to settings.
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  2. Click Smart Reply Suggestions in the left navigation menu. Enable the Smart Reply Suggestions option and choose to enable the data source from Content Library and/or ChatGPT.
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Notes: 
  • To generate smart reply suggestions, ensure you have pre-established message content in the Content Library as the data source. 
  • The Content Library data source is enabled by default and cannot be disabled.

 


 

Smart Reply Assistant

Smart Reply Assistant helps enhance response efficiency by automatically replying to customer messages. It includes features such as keyword automated replies, shopping guide, Q&A assistant, and reply suggestions. Follow these steps to configure this feature:

  1. From your SHOPLINE admin panel, go to Channels > Messages. Then, locate the Chat Assistant option and click Go to settings.
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  2. Click Smart Reply Assistant. Enable the Smart Reply Assistant option and enter the required information. Then, click Save settings.
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Note: For more details on Smart Reply Assistant, refer to Smart Reply Assistant.

 


 

New Message Notification

Receiving timely notifications from the Message Center helps efficiently resolve customer inquiries, thereby boosting customer satisfaction. Follow these steps to enable various notifications in the New Message Notification page and receive sound and push notifications from your browser when new messages arrive:

  1. From your SHOPLINE admin panel, go to Channels > Messages. Then, locate the Chat Assistant option and click Go to settings.
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  2. Click New message notification and enable the notification options based on your needs.
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New Conversation Automated Message

With the New Conversation Automated Message feature, you can create an automated reply message sent to customers when they initiate a new conversation. 

  1. From your SHOPLINE admin panel, go to Channels > Messages. Then, locate the Chat Assistant option and click Go to settings.
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  2. Click New conversation automated message > Configure message.
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  3. Fill in the necessary information and click Save.
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Note: To generate a new conversation automated message, ensure you have configured working hours and pre-established auto-reply content in the Content Library.

 


 

Saved Reply

Customizing pre-prepared reply messages using the Saved reply feature enhances response efficiency, ensuring consistent and accurate answers. This feature is particularly beneficial for enterprises or organizations dealing with a high volume of customer inquiries.

  1. From your SHOPLINE admin panel, go to Channels > Messages. Then, locate the Chat Assistant option and click Go to settings.
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  2. Click Saved reply in the left navigation menu and click Add a quick reply.
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  3. Select from the pre-created message content in the Content Library and click Complete.
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Note: To create a new saved reply message, pre-establish reply content in the Content Library.

 


 

Keyword Automated Reply

Setting up keyword rules is a powerful feature in an automated customer service system. You can create keyword rules to trigger automated replies for common inquiries, ensuring quick and effective responses.

Example: if you receive numerous inquiries about shipping times, you can configure a keyword rule to trigger an automated reply containing information about shipping times. This saves human agents time and effort by relieving them from responding to every inquiry, while also providing customers with the necessary information.

To configure this feature, follow these steps:

  1. From your SHOPLINE admin panel, go to Channels > Messages. Then, locate the Chat Assistant option and click Go to settings.
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  2. Click Keyword automated reply in the left navigation menu and click Create an auto-reply rule.
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  3. Fill in the required information about the auto-reply and click Save.
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Content Library

You can generate diverse content messages and deploy them across various social channels using the Content Library. The created content can be utilized in other features within the Chat Assistant, such as the New conversation automated message or Saved reply. To create content in the Content Library, follow these steps:

  1. From your SHOPLINE admin panel, go to Channels > Messages. Then, locate the Chat Assistant option and click Go to settings.
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  2. Click Content library in the left navigation menu and click Create content.
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  3. Provide the required information and input the message content for various channels, then click Save.
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