Set Up AI Tools for Your Chat
This article introduces the key AI tools available in Chat and how they can help you and your customer service team respond to buyers faster and more consistently. From Automated FAQ to Chatbot, these tools make it easier to handle common buyer questions, provide timely replies, and tailor responses to your store's actual needs.
Benefits of Using AI Tools in Chat
- Respond faster to common buyer questions with Automated FAQ, so your team can save time while keeping answers clear and consistent.
- Extend your service coverage with Chatbot, which can support buyers automatically based on the schedule and scenarios you choose.
- Build a more flexible support experience by combining Automated FAQ and Chatbot to match your store's service needs at different stages of the buyer journey.
How to Enable Chatbot
- Go to Customer Message, then click AI Tools on the left-hand side.
- On the Chatbot page, choose when Chatbot should be active — either Always on or After business hours only — and select the scenarios where it should help reply to buyers, such as pre-purchase inquiries, logistics inquiries, and post-purchase inquiries.
‼️ Note: If your shop has a significantly high no-response rate, the platform may automatically enable the Customer Service Chat Assistant to help reply to buyers more promptly. Seller performance is reviewed on a recurring 30-day cycle, and shops with significantly high no-response rates may have the assistant turned on automatically to reduce missed messages and support a more consistent service experience.
How to Set Up Automated Greetings
- Before using and setting up your automated FAQ, you need to enable the tool first. In Seller Center, go to Customer Message > Automation Tools. Then turn on Greetings (with FAQ).
- Click Settings to start setting up your greeting FAQ. From here, you can customize your greeting message along with the FAQs shown in the greeting. You can let the system automatically select FAQs for you, or you can manually select up to 5 FAQs to display with the greeting. On the left side, you will see a preview of your greeting message.
- If you choose Custom Selection, click Select FAQs to choose your own FAQs. You will see a list of predefined FAQs under the All, Pre-purchase, Logistics, After-sales, and Other tabs. You can select up to 5 FAQs to include in your greeting message. Click confirm to confirm your selection.
How to Set Up and Customize Your FAQs
- If you want to set up and customize your own FAQs, you can do so in FAQ Library. Go to Customer Message > Automation Tools. Select the Knowledge Base tab at the top of the screen to access FAQ Library.
- From here, you can add a new FAQ by clicking the Add New FAQ button. Then select the question type, enter the question, and provide an answer. You can also add similar questions, which will use the same answer. Once done, click Save.
- You can also edit the answers to predefined questions by clicking the edit icon, updating the answer, and then clicking Save to save it.
- You can also enable or disable certain answers by switching the toggle on or off under the Display column. Please note that some questions are default questions that cannot be disabled, but you can still edit their answers.
