"Smart Assistant" is a SHOPLINE feature in Message Center that identifies the intent of customer messages and suggests relevant replies, helping your team respond to customer inquiries faster and more consistently. ⚠️ Features and interfaces marked as coming soon in this article are not yet available to all merchants.
In this article, you'll find:
1. Enable the feature
Step 1
Current
Go to SHOPLINE Admin > [Social Commerce] > [Message Center], and click [Customer Assistant] > [AI Chat Suggestion].
Coming Soon
Go to SHOPLINE Admin > [Social Commerce] > [Message Center], and click [Customer Assistant] > [AI Chat & Shopping].
Select the "AI Chat Suggestion" tab.
Step 2
Switch on the toggle for "Smart Reply Suggestions".
Current
Coming Soon
Step 3
Select which data source you would like to enable.
The system will capture and analyze the "enabled" data source and match it with the content of the customer's message to provide you with relevant suggestions for response.
*Note: When the smart reply suggestions are enabled, at least one data source must be enabled simultaneously.
Current
Coming Soon
Data sources are categorized as:
i. Message Center Saved Reply
The system will capture the title and content of the "Saved reply" template in the Message Center and match it with the content of the customer's message.
ii. Post message auto-reply
The system will capture the keyword phrases and private message reply set in the Post Sales "Auto-reply content" and match them with the customer's message content.
iii. Store product information
The system will crawl and capture the store's product name and product summary to match the content of the customer's message.
2. Smart Reply Suggestion View
Once the feature is enabled, the system automatically displays smart reply suggestions relevant to this message when the customer sends a message.
You can select a suitable reply, once you click on it, the reply will be inserted in the dialog box below, and you can send it directly, or you can edit the content and then send it.
3. Notes
- Currently, only merchants from Taiwan and Hong Kong are available to use this feature.
- Currently, it only supports displaying the top 3 most relevant suggestions to the customer's message.
-
The smart reply suggestion for the latest customer message is automatically expanded by default, you can manually switch to expand or collapse.
Read more
- Manage Shop Messages: Track Conversations, Create Orders, and More
- Message Center Interface Overview
Last Updated: 16 October 2026
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