Configuring Content Library and Shortcuts

Content Library is where you create and manage all your content. These contents can be applied across various social media channels. When creating content, you can set up shortcuts to them for quick replies. Then when responding to customer inquiries that are frequently asked questions, you can use these shortcuts to provide pre-prepared answers and responses, shortening your response time and enhancing customer service efficiency and satisfaction.

Why You Should Make the Most of Quick Replies

You, as a merchant, may receive similar inquiries from customers every day. Collecting these inquiries as frequently asked questions (FAQs) helps you identify customers’ needs or pain points. You can then prepare a template for each situation and assign them a keyboard shortcut to create quick replies. Applying these quick replies when similar inquiries come in would save you a tremendous amount of time and improve response efficiency. Ensure your quick replies are clear, accurate, and up-to-date so that effective communications with customers are achieved.

See below for a few use cases:

• Guiding customers on using keywords to place orders.
• Verifying that a customer has successfully placed an order when the customer wishes to confirm if their order has been truly created.
• Confirming receipt of a customer's bank transfer.
• Providing updates on delivery status (e.g., reasons for delays such as the COVID-19 situation).

How to Use Shortcuts for Quick Replies

Setting up Shortcuts

• Option 1: From your SHOPLINE admin panel, go to Channels > Messages, and click the Go to settings button next to Chat Assistant. Then in the Content Library tab, create or modify content, during which you can configure the shortcut in the Shortcut (optional) field.
  
• Option 2: From your SHOPLINE admin panel, go to Channels > Messages, and click the Go to settings button next to Chat Assistant. Then in the Saved reply tab, select and modify content by clicking the pencil icon, during which you can configure the shortcut in the Shortcut (optional) field.
  

Using Shortcuts for Quick Replies

Now the shortcuts for quick replies are configured. In the Message Center panel, you enter a shortcut starting with the "/" character in the chat boxes with customers, the system will instantly search for any match and display the corresponding quick reply above the input box. Simply click it to select and send the reply.