SHOPLINE has launched the "Keyword Autoreply" feature. When a customer sends a message containing a specific keyword, the system will automatically respond with your custom message.
The article will cover the following:
1. Create a "Content Library"
Step 1
Proceed to SHOPLINE Admin > [Social Commerce] > [Message Center], click the gear icon on the bottom left, then click Content library.
Step 2
Click the Create content button.
Step 3
Enter a content name.
*Note: This name is for internal management only.
Step 4
Check for the applicable channels, categorized as Facebook Messenger, Instagram, LINE, and WhatsApp.
Step 5
You can customize the message content for different channels.
*Note: Click the dynamic text below to apply to the editing field.
Step 6
You can also add a button in the message content.
*Note: Currently only supports creating up to 3 buttons.
Insert button text, you can insert the following into the button:
- Jump URL: Add an URL address; the customer can open the link by clicking on the button.
- Autoreply: Add another message content to the Content Library, so when the customer clicks the button, another response will be automatically replied to the customer.
Step 7
Once you have completed the settings above, you can preview on the right to confirm and click Save to save your settings.
2. Create "Keyword Autoreply"
Step 1
In the Message Center, click [Smart assistant] > [Keyword autoreply], then click the Create reply button.
Step 2
Click Add keyword phrases.
Step 3
Enter the keyword.
The customer message is required to contain at least one complete keyword phrase for the system to autoreply.
For example, in the following image,
- If the customer message contains "how long to ship", the system will autoreply.
- If the customer message contains "when is" or "time of shipping", the system will not autoreply.
Click Add keyword phrase to add another keyword phrase.
*Note:
- One autoreply supports a maximum of 10 keyword phrases.
- Every keyword phrase supports up to a maximum of 10 keywords.
- Every keyword requires at least 2 characters with no more than 50 characters.
- Special characters including ? , ! @ $ * are not supported.
- Does not support 1 "Keyword autoreply" containing 2 sets of the same keyword phrases.
- Does not supports 2 "Keyword Autoreply" containing the same keyword phrases.
For example: If Keyword Autoreply A contains "delivery time", then Keyword Autoreply B cannot contain "delivery time".
Step 4
Select your reply content. Click the drop-down menu to select a reply from the content library.
If you have not created a content library or do not have a suitable reply content, you can click the Create reply button on the right to directly open the "Content Library" interface and create a reply.
Step 5
Once the settings above are complete, you can preview on the right to confirm the content and click Save to save your settings.
*Note: The preview on the right currently only supports displaying your first keyword for reference only.
Step 6
In the "Keyword autoreply" list, you can enable, edit and delete each response individually.
You can also set the effective time range of the keyword auto-replies:
- Always on
- On during specified range: Select a time range that you set in your [Message Center Settings] > [Smart assistant] > [Set effective time range].
- Always off
3. Message sent by customer
When the customer sends a message containing a keyword phrase, and the "Keyword Autoreply" is enabled, the system will reply with the corresponding message to the keyword.
4. Notes
- Currently only supports Taiwan and Hong Kong merchants for this feature.
- If you have set up a Chatbox Store, when the customer sends a message containing specific keywords, the response will still correspond to the message. For more information regarding the Chatbox Store, please refer to this article.
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