SHOPLINE has launched the "Keyword auto-reply" feature. When a customer sends a message containing specific keywords, the system will automatically respond with your custom reply.
This article will cover the following:
1. Create "Keyword auto-reply"
Step 1
In the SHOPLINE Admin, go to [Social Commerce] > [Message Center]. On the left menu, select [Smart Assistant] > [Chatbot]. Then, click Create reply.
Step 2
Select "Keyword auto-reply." Then, click Next Step.
*Note: Please see this article to learn more about auto-reply to similar questions.
Step 3
Select the keyword auto-reply mode and matching method. Then, set up the keywords to trigger a reply.
Method 1. Basic mode＋Matching method "include any keyword"
- You can only enter one keyword in each field.
- Click Add to insert multiple keywords. To edit the keyword, click the "trash" icon to delete the keyword and then enter a new one.
As long as the customer's message contains any of the keywords, it will trigger a reply.
For example,
If you set "shipping fee" and "free shipping" as the keywords,
the following message will trigger a reply:
- May I know how much is the shipping fee?
- What is the minimum requirement for free shipping?
Method 2. Basic mode＋Matching method "include all keywords"
- You can enter up to 10 keywords into the field.
- To edit a keyword, please click the "X" icon next to the keyword and then enter a new one.
The customer's message should include all of the keywords to trigger a reply.
For example:
If you set "how much" and "free delivery" as the keyword
- This message will trigger a reply:
"How much should I spend to get free delivery"
- This message will not trigger a reply:
"May I know the minimum requirement for free delivery?"
Method 3. Advanced mode
- You can add up to 10 keywords in each field. Every keyword in the same field is referred to as 1 keyword group. You can add up to 10 keyword groups.
- Click Add to insert multiple keyword groups. Click the "trash" icon to delete the keyword group.
- To edit a keyword, please click the "X" icon next to the keyword and then enter a new one.
The customer's message needs to include at least 1 keyword group to trigger a reply.
For example: If you add
- Keyword group 1: "how much"; "shipping fee"
- Keyword group 2: "domestic"; "free shipping"
- Keyword group 3: "international"; "free shipping"
The following message will trigger a reply
- How much is the shipping fee?
- What is the free shipping requirement for domestic shipping?
- Is free shipping applicable to international shipping?
The "What is the domestic shipping fee?" message
will not trigger a reply.
*Notes:
- Every keyword requires at least 2 characters with no more than 50 characters.
- Special characters such as ? , ! @ $ * are not supported.
- When creating a keyword auto-reply, switching between basic and advanced modes will clear all inserted keywords and replies.
- Once you have created a keyword auto-reply, you will be unable to change the mode when editing.
- English letter case will not affect the auto-reply trigger. Any inserted English uppercase will be automatically converted into lowercase.
- Does not support adding similar keywords under 1 "keyword auto-reply."
- Does not support using similar keywords in two separate "keyword auto-replies."
For example: - When the customer's message simultaneously contains the keywords of two separate keyword auto-replies, the most frequently triggered reply takes precedence. When the trigger frequency of two keyword auto-replies is almost the same, it will randomly select one reply.
Step 4
Select your reply content. Click the drop-down menu to select a reply created in the content library.
*Note: Please see this article for more details on the content library.
If you have not created a content library or do not have suitable reply content, you can click the Create new content button on the right to directly open the "Content Library" page and create a new reply.
Step 5
Once completed, you can preview it on the right to confirm the content. Then, click Save to save your settings.
*Note: Currently, it only supports previewing the first entered keyword auto-reply for reference purposes.
Step 6
In the auto-reply list, you can enable, edit and delete each response individually.
You can also set the effective time range of the keyword auto-reply:
- Always on
- On during specified time range: Select a time range that you set in the [Message Center] > [More Settings] > [Working Hours Assignment].
- Always off
2. Message sent by customer
When the customer sends a message containing the keywords, and the "Keyword auto-reply" is enabled, the system will respond with the corresponding reply content.
3. Notes
- Currently, this feature is only available for Taiwan and Hong Kong merchants.
- If you have set up a Chatbox Store, when the customer sends a message containing specific keywords, it will still trigger the corresponding reply. For more information regarding the Chatbox Store, please refer to this article.
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