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Setting 设置 Pengaturan Tetapan Cài đặt

Message Center: Chat Assistant

Message Center, a Conversational Commerce tool in SHOPLINE that offers a range of features to help businesses manage chat sessions, staff schedules, chat session assignments, quick replies, automatic keyword replies, and new message notifications.



Table of content



Smart reply suggestions

Smart Reply Suggestion is a feature that provides automatic reply suggestions to messages sent by customers based on selected data content. By turning on this feature, the system can help users to quickly resolve issues and improve the overall customer experience.

How to use Smart Reply Suggestions:

  1. From your SHOPLINE admin, go to Message Center. 

  2. Click on Chat Assistant

  3. Click on Go to settings.

  4. Locate Smart Reply Suggestions.


  5. Turn on the toggle to enable Smart Reply Suggestions.

  6. When the Smart Reply Suggestions toggle is turned on, you can configure the data source. The data source of the “Smart Reply Suggestion” function only supports getting content from the “Content Library”.

    The “Content Library” is a collection of pre-written messages that you can use to quickly respond to common customer inquiries or issues. You can create your own pre-written messages and add them to the Content Library, or you can use the pre-written messages provided by SHOPLINE.

    To configure the data source for Smart Reply Suggestions, you need to navigate to Message Center > Chat Assistant > Settings > Smart Reply Suggestions and select “Content Library” as the data source. Once you have done this, the system will automatically suggest relevant pre-written messages from the Content Library when you receive a customer inquiry in the chat window.


After enabling Smart Reply Suggestion, when the content of the message sent by the user contains a specific keyword, the system will automatically display the content related to the keyword to the user, helping the user to solve their enquiries quickly and improving the user experience.



Smart reply assistant

Smart Reply Assistant is a tool designed to boost response efficiency by providing automated replies to customer messages. It includes features such as keyword auto-reply, shopping guide, Q&A assistant, and reply suggestions.

Learn how to set up Smart Reply Assistant.



New message notification

On the New message notification tab, you have the option to activate various functions that allows the system to send notifications. Once enabled, your browser can receive sound and push notifications. 

Getting immediate notification in the Message Center can help you handle customer inquiries effectively, which leads to higher customer satisfaction

To set up new message notification:

From your SHOPLINE admin, go to Message Center > Facebook Messenger Settings > Chat Assistant > New message notification. 




The First Reply

On this tab, you can create an auto-reply message that will be sent to customers when they initiate a new conversation. To do so, you will need to create and select an auto-reply in the Content Library.





Saved replies

Customising and saving reply messages is a great way to improve the efficiency of responding to customer enquiries. By creating pre-written messages that address common questions or issues, you can save time and ensure that your responses are consistent and accurate.

With pre-written reply messages, you don't have to spend time typing out the same responses to the same questions repeatedly. This can be especially helpful for businesses or organizations that receive a high volume of customer enquiries.





Keyword Auto Replies

In this context, "keyword rules" refer to specific words or phrases that you can set up to trigger an automatic reply in response to customer inquiries or messages.

Setting up keyword rules is a powerful feature of many automated customer service systems. By identifying commonly asked questions or issues, you can create keyword rules that will trigger automated replies to provide quick and efficient responses.

For instance, if you receive a lot of inquiries about shipping time, you can set up a keyword rule to trigger an automated reply with information about your shipping times. This will help you save time and effort by providing customers with the information they need without requiring a human agent to respond to each inquiry individually. 




Content Library

The Content Library tab allows you to create different content to be used in different social channels. You can then select this created content to be sued in the other chat assistant features, such as The First Reply.





Get in touch

SHOPLINE has a dedicated local support team for merchants looking for help with their issues and concerns. You can contact SHOPLINE support by reaching out to us through our live chat on your SHOPLINE adminwebsite, dropping us an email or WhatsApp our customer support with your queries.



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