AI Customer Service

Feature Overview

AI Customer Service integrates with ChatGPT to provide a variety of features to help you handle emails efficiently. Features include automatically identifying email channels, determining email priority, analyzing customer sentiment, and generating suggested replies with AI. With these features, AI Customer Service will significantly enhances your email handling efficiency.

To ensure you can use the function smoothly, please add the customer service notification email configured in your channel backend to our interface.

Note: AI Customer Service extension is also available, click here for more details.

How to Use AI Customer Service

Access Customer Service > Customer Service Management-AI Customer Service

Step 1: View CS Email in Channel Backend

Take Walmart as an example; log in to the channel backend and find Settings > Manage Contacts > Customer Service. The email displayed in this area is the notification email you receive when a buyer inquiry is sent. If multiple emails are available, you can choose one you like.

Step 2: Connect Your Email

Log in to the AI Customer Service page, click on the top right corner "Connect Your Email" to proceed. Please note that you will need to prepare an authorization code in advance during the process. Please click on the appropriate link below for specific steps. Once you have the code, return to the AI Customer Service connection page, select the folder you wish to authorize, complete the remaining settings, and save to finalize the authorization.

Note: Outlook does not require an authorization code. Simply follow the on-screen instructions to complete the authorization.

@Outlook Mail

Outlook Business User Guide

• Contact your IT administrator to enable IMAP & SMTP settings in advance
• Go to AI Customer Service > Connect Your Email > Add an Email. On the authorization page, enter Outlook email account and then "Click to authorize"

• The page will redirect to the Microsoft login interface. Enter your email account and password to log in
• A pop-up window will ask for confirmation to allow SellingPilot to access your information. Click "Accept"

• Return to the authorization page, specify the folder you wish to authorize, complete the remaining settings, and save.

Outlook Personal User Guide

• Log in to the web version of your Outlook email account. Note: If using the Outlook client, the IMAP activation path may differ from the steps below
• Locate the "Settings" button (gear icon) at the top-right corner, then select "Mail"
• On the settings page, find the "Forwarding and IMAP" option
• Complete identity verification as prompted, then enable "Allow devices and apps to use POP and IMAP"
• Go to AI Assistant > Bind Email > Add Email. On the authorization page, enter Outlook email account and then "Click to authorize"

• The page will redirect to the Microsoft login interface. Enter your email account and password to log in
• A pop-up window will ask for confirmation to allow SellingPilot to access your information. Click "Accept"

• Return to the authorization page, specify the folder you need to authorize, complete the remaining settings, and save.

@Hotmail

• Log in to your Hotmail account.
• Find the "Settings" button (gear icon) at the top right of the page, then select "Mail" option.
• On the settings page, find the "Sync email" option.
• Find "POP and IMAP" session, enable "Let devices and apps use POP".
• Your hotmail account login password is your authorization code.

@Gmail

• Login to your Gmail account.
• On the top right of the page, click on the "Settings" button (gear icon), and select "See all settings"
• In the settings page, find the "Forwarding and POP/IMAP" option, hover over "IMAP access", click on "Enable IMAP", and save the changes. No authorization code will be generated at this time.
• Click on your account avatar on the top right of the page, and select "Manage your Google Account".
• In the left menu bar, select "Security", and click on "2-Step Verification".
• If it's your first time enabling 2-Step Verification, you may need to verify your identity.
• Once the 2-Step Verification is successfully enabled, scroll down to the bottom of the page and find "App Passwords". If you don't see it, visit this url "myaccount.google.com/apppasswords" instead.
• In the pop-up page, type "SellingPilot" in the Appname section and click on "Create", an authorization code will be generated. Please copy the entire code completely, including space.

@QQ Mail

• Log in to your QQ email account.
• Find and click the "Account and Security" button at the top right corner of the page.
• In the left navigation bar, find the "Security Settings" option.
• On the settings page, click the "POP3/IMAP/SMTP/Exchange/CardDAV" service.
• Click "Generate Authorization Code" (If you are generating the code for the first time, you may need to verify your identity).
• Copy the authorization code and fill it in on the AI Customer Service authorization interface.

@126/@163 Personal Mail

Step 1:

• Log in to your 126 personal email account / 163 personal email account.
• Find and click the "Settings" button (gear icon) at the top right of the page, select the "Settings" option.
• In the left navigation bar, find the "Account Settings" option.
• On the settings page, locate the "IMAP/SMTP" option and enable the service.
• Follow the client operation to verify identity; the interface will display an authorization code.
• Copy the authorization code and fill it into the AI Intelligent Customer Service authorization interface for saving.

Step 2:

• Go back to the homepage and click on Security Level. Your email will initiate a health index check.
• Wait for the check to complete and then locate IMAP service.
• Move the mouse to the end of the IMAP service line and find Trust.
• Click on Trust to complete the settings.

@163 Business Mail

• Contact your email administrator to enable IMAP/SMTP access for the mailbox you wish to authorize.
• After enabling IMAP/SMTP access, log in to the SellingPilot AI customer service add email interface and enter your email address.
• In the ​​Authorization Code​​ field, enter your 163 Business Mail login password.
• Select the folders you wish to authorize, complete the remaining settings, and save your configuration.

@Aliyun Business Mail

• The steps to obtain the “Authorization Code” for Aliyun buiness email are available here.

@Feishu Business Mail

• Please contact the administrator to enable third-party email client settings. Instructions can be found here.
• Once third-party email client login settings are enabled, generate the specialized “Authorization Code” for logging into Feishu email. Detailed steps are listed here.
• After completing the above steps, return to the email authorization page, enter the Feishu email and client-specific password, and save.

@Zoho Business Mail

• Log in to your Zoho buiness email account
• Click "Settings" at the top right of the page.

• Select "Email Account" and check all sub-options under IMAP&SMTP.

• Go back to the email list page, click the avatar on the top right, and click "My Account".

• Follow the sequence as shown in the screenshot: App Password > Generate New Password > Enter SellingPilot > Click Generate.

• Enter the following password on the SellingPilot interface

@Tencent Business Mail

• To enable the POP/SMTP/IMAP services for Tencent Business Email, please click here.
• The authorization code is the business email login password; if the email has security login enabled, obtain the client authorization code in 【Web login to email->Settings->Email Binding】. Also, you need to enable the client service protocol in 【Web Settings->Mail Receiving and Sending Settings】.

@263 Business Mail

• log in to your 263 buiness email account.
• Click the avatar in the top right corner of the page, then click the "Settings" button.

• Then select the "Account Security" option, and click to add a new authorization code, as shown in the figure.

• Enter the authorization code generated by the page into the corresponding AI customer service interface to save it.

@35 Business Mail

• Contact the mailbox administrator to enable the IMAP&SMTP permissions for the mailbox you want to authorize.
• After the IMAP&SMTP permissions are enabled, log in to the SellingPilot AI customer service mailbox interface and enter the mailbox address.
• Enter your 35 business mail login password in the Authorization Code area. Select the folders you want to authorize, complete the remaining settings, and save them.

@Yahoo Mail

• To connnect a yahoo mail, you need to enable IMAP&SMTP settings in advance and obtain an application-specific password. For detailed operating steps, please click here

Step 3: Reply Buyer Messages

After completing email authorization, channel buyer messages will be automatically synchronized to the AI Customer Service interface via email protocol. You can click the list view and the quadrant view in the top right corner of the page to switch to your preferred processing interface.

1. Locate Customer Service Messages

After entering the AI Customer Service function interface, quickly filter out customer service messages through the quick filters.

Select the email you need to reply and click "AI Reply" to enter the reply interface. Take replying to a Walmart buyer inquiry as an example.

2. View Order/Return Info.

Upon entering the reply page, the right side will display order/return details, making it convenient for you to check related information and respond to customers promptly.

3. Check Buyer Intent and Reply

After clicking AI Reply next to the order Info., AI will summarize the customer's intent and provide three suggested replies based on the buyer's email intent. Choose the suggested reply that meets your needs, and the system will start generating a reply draft for you. Click "Apply" to insert the suggested reply into the reply window.

4. Preview & Send

Click "Preview & Send" button as shown in the above screenshot and choose the language you want to send, such as English.AI will convert the content of your reply to English. Click "Send" to complete the reply.

Your reply will be sent to the buyer via email protocol, and this reply will also be synchronized to your email client and channel backend message center. As shown in the picture below, the reply has been synchronized to the Walmart seller backend.

In addition, we provide detailed statistics on email sending, including the number of emails sent manually and automatically. You can visit the Performance Metrics page for specific data.

Note: To improve the quality of AI-generated suggested replies, it is recommended to add commonly used phrases or product information, customer service SOP, etc., to the "Knowledge Base". This can significantly enhance the accuracy of AI suggested replies. For more knowledge base details, click here to learn more.

FAQs

Q: Why can't I see the emails sent automatically through rules or manually in the "Sent" folder of my email client?

A: The emails are not being saved to the "Sent" folder. You need to enable this setting by following these steps: go to "Settings > Under your account, open 'POP/IMAP/SMTP' > Check 'Save sent emails to server after sending via SMTP'.