AI Customer Service Guide
Overview
SellingPilot’s AI Customer Service is an email management tool designed for cross-border e-commerce sellers. Powered by ChatGPT, it automates buyer message processing across platforms including Amazon, Walmart, eBay, Newegg (including B2B site), and TikTok.
The system quickly responds to high-stress scenarios such as post-sale inquiries, claim emails, and order disputes. It accurately matches multilingual response templates, significantly reducing manual workload while improving customer satisfaction and store ratings.
The function is currently available for US and Canadian marketplaces, it provides cross-border sellers with a compliant, efficient, and all-in-one customer service management experience.
Core Features
✅ Automatic Email Sorting
- Intelligently categorizes emails such as buyer messages, pre-sales inquiries, after-sales support, platform notifications, Amazon Q&A, etc.
- Automatically files emails into relevant folders for quick filtering.
✅ Priority + Sentiment Analysis
- Detects email urgency (High/Medium/Low).
- Analyzes buyer sentiment (Very Negative/Negative/Neutral/Positive/Very Positive) to prioritize high-risk cases.
✅ AI-Generated Replies
- Generates 3 contextual reply suggestions based on email content, with multilingual translation support.
- Optimizes responses using your Knowledge Base (return policies, FAQs, etc.) for accuracy.
✅ Multi-Store Management
- Connect multiple store inboxes to manage messages from different platforms in one place.
- Replies automatically sync to Channel Seller Central + Email Clients for consistency.
✅ Analytics & Team Collaboration
- Tracks email efficiency (# handled manually vs. automatically, etc).
- Monitors sub-account activity.
Note: AI Customer Service extension is also available. Click here for more details.
User Guide
To handle channel-based email messages through SellingPilot, you will need to connect your channel’s customer service email into SellingPilot first. The process varies across different channels – we’ll explain using Walmart as an example.
Connect Customer Service Email
Step 1: Locate Your Customer Service Email
Take Walmart for example, Log into your channel backend → Go to Settings > Manage Contacts > Customer Service. The email shown here is your notification inbox for buyer inquiries. If multiple emails appear, choose any one you like.
Step 2: Connect Your Customer Service Email
Path: Customer Service > Customer Service Management > AI Customer Service → Click "Connect Your Email" in the top-right corner.
Then enter your email address, select your service provider(e.g., Gmail/Outlook/Enterprise Email， etc.), and follow the prompts to complete the authorization.
Important:
@Outlook Mail
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.
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 Customer Service > Connect Your Email > Add Email. On the authorization page, enter hotmail 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
Hotmail has been fully rebranded as Outlook. Your email address (e.g., xxx@hotmail.com) remains active, and all emails, contacts, and data have been automatically migrated to the Outlook service ecosystem.
- Log in to your Hotmail email account.
- 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 Customer Service > Connect Your Email > Add Email. On the authorization page, enter hotmail email address 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.
@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
Reply to Buyer Messages
After authorizing your email, buyer messages from sales channels will automatically sync to the AI Customer Service interface via email protocols. You can switch between List View and Quadrant View using the buttons in the top-right corner for your preferred workflow.
Step 1: Filter Messages
Upon entering the AI Customer Service interface, you'll see all "Response Needed" emails by default. Use the email type filters to quickly locate buyer messages. You can also filter by Marketplace channel or channel site if needed.
Step 2: Review Message Details
1. Select an email to reply to
Click the "Reply" button (indicated by arrow) or use the "Reply" option in the preview pane.
2. Check order/return details
For order/return related inquiries, the order details will appear on the right sidebar for your quick reference.
3. Analyze intent & choose AI suggestions
The system automatically detects the buyer’s intent and generates 3 contextual reply suggestions. Select one that fits your needs and click "Apply" to insert it into the reply box. Alternatively, you can also use "Customize Reply" to craft your own response.
Note: Suggestions prioritize content from your Knowledge Base. You may click "Knowledge Base" to see which entries were referenced (as shown below). Referencing your KB significantly improves reply accuracy. You can also search other KB contents directly from this screen.
Step 3: Refine Replies with AI
If you write a manual reply instead of using AI suggestions, you can still optimize it with AI Refine function, which will help enhance your message’s content, formatting, and wording.
Step 4: Preview & Send
1. Include/exclude message history
-
For channel messages (e.g., Amazon/Walmart): History isn’t sent by default since platforms already show message threads. If you need to send a reply with history included, please enable "Include history". Buyers will see the history you sent under "Show more".
-
For regular emails: It's recommended to enable "Include history" to provide full context to the receiver. 2. Preview and send
Click "Preview & Send" → Select language (e.g., English, AI will transate the content into Englsih(the desired language)) → Click on "Send".
We supports 15 languages for now: English (US/UK), French, German, Spanish, Italian, Japanese, Malay, Vietnamese, Thai, Indonesian, Portuguese, Russian, Simplified/Traditional Chinese.
3. Data synchronization
Your replies will be sent to the buyer’s inbox via email protocals. They will also sync to your email client’s sent folder, Channel backend (e.g., Walmart Seller Central). Take below screenshot for instance, the reply has been synced to Wallmart seller portal.
See manual vs. automated reply statistics in Performance Metrics for more details.
Note: To ensure the accuracy of AI 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.
View Communication History
1. Locate Replied Messages
Switch to the "Sent" tab to view:
- Handled buyer inquiries
- Sent email history through auto-rules
You can also track historical communication details and perform actions like replying, forwarding, or deleting messages.
2. Collapsed History View
Multiple replies to the same email are grouped by date (e.g., "2025/05/21 14:00"). Click the gray date bar to expand the full conversation history.
Tagging Emails
1. Mark emails as no response needed
Use this for:
-
Messages already replied to on the channel seller portal
-
Channel notifications
-
Spam emails
Steps to follow:
① Click "No Response Needed" for individual emails (location ①).
② Bulk-mark emails via the checkbox selector (location ②).
2. Add Notes
Click "Add Notes" (right sidebar) to attach internal comments visible only to your team in SellingPilot. Notes don’t sync to channels or email clients.
Add Follow-ups
For pending customer commitments (e.g., promised resolutions), add follow-ups to your to-do list directly from the email interface.
Compose New Emails
SellingPilot AI isn’t just for replies—use，it can also be used for proactively reaches, such as:
- Buyers with encrypted email addresses
- Target customers with verified contacts
- Internal team member communication
Click "New Email" (top-right corner) to compose an new email.
FAQs
Q1: Why can't I see the emails sent automatically through rules or sent manually in the "Sent" folder of my email client?
A1: Please enable "Save sent messages to server" in your email settings:
Settings > Account > POP/IMAP/SMTP > "Save copy to server after SMTP send".
Q2: What if AI-generated replies are inaccurate?
A2: You may have AI re-generate the replies by inputting your requirements in details. Besides, we suggest you enhance suggestions by adding service standards to the Knowledge Base.
Q3: Do you support non-English emails?
A3: Yes! We auto-translate 15 languages: English (US/UK), French, German, Spanish, Italian, Japanese, Malay, Vietnamese, Thai, Indonesian, Portuguese, Russian, and Simplified/Traditional Chinese. However, please always manually review translations for final check, especially for currencies/numbers.
→ Need more languages? Contact Support.
Q4: Why can’t my colleague see synced emails?
A4: Ensure they’re assigned as "Customer Service Agents" in email connection settings. Select All team members for full team access.
Q5: Why do messages I replied to on Walmart/Amazon seller portal still show as "Response Needed" in SellingPilot?
A5: Messages replied through Channel are not be synced to SellingPilot, so we will not be able to obtain the information. You may simply mark them as "No Response Needed" in SellingPilot to clear them from your queue.
Note: For Amazon and Newegg, marking "No Response Needed" stops countdown timers and the stauts will also sync to Seller Central. Other platforms don’t support this yet.
Q6: Does deleting emails in SellingPilot remove them from channels?
A6: No. Deletions only apply within SellingPilot. Channel inboxes and email clients remain unaffected.
Q7: What happens to the email data if I removed the email connection?
A7: All data linked to that email is permanently deleted and unrecoverable.