SHOPLINE Live | Auto-reply

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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.

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Step 2

Click on the "gear" icon on the bottom left to open the setting.

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Step 3

Select [Smart Assistant] > [Auto-reply], and click Add auto-reply.

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Step 4

Insert the tool name. This name is for internal use only. 

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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.

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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?

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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.

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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?"

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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.

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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.

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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.

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  • 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."Screen Shot 2023-08-21 at 3.09.09 PM.png

  • Does not support using the same keywords in two separate "keyword auto-replies."

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  • 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.

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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.

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Read more

New Livestream Settings and Custom Message Interface






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