SHOPLINE has introduced an "Auto-reply" feature that provides automated responses through comments and/or private messages for livestream comments that contain the trigger keywords (product keywords not included).
*Note: Currently, this feature is only available for Facebook Page livestream.
This article will cover the following:
1. Set up an auto-reply
Step 1
In the SHOPLINE Admin, go to [Social Commerce] > [SHOPLINE Live], and select the livestream you want to set up an auto-reply.
Step 2
Click on the "gear" icon on the bottom left to open the setting.
Step 3
Select [Smart Assistant] > [Auto-reply], and click Add auto-reply.
Step 4
Insert the tool name. This name is for internal use only.
Step 5
Select the 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.
Once completed, please enable the auto-reply option and content (reply by comment and reply by private message). You can enable two auto-reply options simultaneously.
*Notes:
- The auto-reply keywords should be different from product keywords or event keywords. Otherwise, the system will only respond to product/event keywords.
- Every keyword requires at least 2 characters with no more than 50 characters.
- English letter case will not affect the auto-reply trigger. Any inserted English uppercase will be automatically converted into lowercase.
- Special characters such as ? , ! @ $ * are not supported.
- Does not support adding existing keywords under 1 "keyword auto-reply."
- Does not support using the same keywords in two separate "keyword auto-replies."
- 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 the two keyword auto-replies is almost the same, the system will randomly select one reply.
Step 6
Click the Create button to complete the setup.
In the auto-reply list, you can enable, edit and delete each response individually.
2. Customers leave a comment on livestream
When the customer leaves a comment containing the keywords (e.g., how much is the shipping fee?), and the "Auto-reply" is enabled, the system will respond with the corresponding reply content.
Read more
New Livestream Settings and Custom Message Interface
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