Customer Message Management: A Beginner’s Guide
The Customer Message page is the central hub of the AI Customer Service system. Here, you can manage buyer inquiries from various e-commerce platforms (such as Amazon, eBay, TikTok, etc.) in one unified workspace.
Core Functional Modules
When you open a buyer message, the AI automatically generates multiple reply options based on the conversation context, saving you significant time.
- Multiple Options: AI typically provides 2-3 suggestions with different focuses. For example:
- Confirmation: Politely replying and requesting necessary info (e.g., email address).
- Status Update: Informing the buyer that you are checking records and will update them shortly.
- Refusal/Explanation: If a request cannot be met, AI provides a reasonable explanation and alternatives.
- One-Click Apply: Click any AI suggestion to automatically fill the reply box.
- Personalized Customization: If you are unsatisfied with the suggestions, click "Click here to customize" to guide the AI to generate a more specific response.
Use the Filter feature on the left to pinpoint high-priority messages from a large volume of inquiries.
- Channel Filter: Supports Amazon, TikTok, eBay, Newegg, Walmart, Best Buy, etc.
- Channel Site: Filter by country (e.g., USA, Canada, UK).
- Customer Sentiment: Prioritize feedback with negative sentiment (red icons) to prevent complaints from escalating.
In the reply area, besides AI suggestions, you can use these tools to refine your content:
- AI Refine: After typing a draft, click this to let AI optimize the language to be more professional and idiomatic.
- AI Translate: Real-time translation of buyer messages or your replies into the customer's native language.
- Insert Signature: One-click insertion of preset customer service signatures to maintain brand professionalism.
💡 Quota Reminder: The top of the page displays your remaining AI message quota for the current month.
The right panel provides decision support, allowing you to understand customer details without switching pages:
- Intention: AI automatically summarizes the buyer's core purpose (e.g., Invoice request, Logistics inquiry).
- Sentiment: Visually displays the buyer's current mood via emojis.
- Order History: Automatically links the buyer's past order records.
⚠️ Note: If the order does not appear automatically, click Go to Order Query to link it manually.
FAQ
Q: Can I change the language of the AI Reply Suggestions? A: The system defaults to the language of the buyer's message. If you need it in another language, apply the suggestion first, then use the AI Translate tool at the bottom.
Q: Why do some messages lack AI suggestions? A: AI requires context to understand intent. Suggestions may not trigger if the message is too short (e.g., a single word) or contains unreadable characters.
Q: Can I edit the content generated by AI? A: Absolutely. Once an AI suggestion is filled into the input box, you can edit it like any regular text or add attachments.