💬Understand Chat Features
Learn about different chat features to respond to your customers in a more friendly way.
Last updated
Learn about different chat features to respond to your customers in a more friendly way.
Last updated
This is what the chat field looks like in your inbox.
Use Note as a self-reminder while having conversations with a customer. The customer won't be able to view your note.
When customers ask various questions about an e-commerce store, MyAlice allows users to create and save reply templates to provide quick responses. These pre-saved replies can be sent directly to customers.
Video Tutorial:
Follow these steps to create and manage Saved Replies:
Navigating to Settings Go to the Settings section at the bottom of the dashboard.
Selecting Saved Replies In the Settings menu, select Saved Replies. If any replies have already been saved, they will appear in the list.
Creating a New Saved Reply To add a new saved reply, click on Create New Saved Reply.
Details for Creating a Saved Reply
When setting up a new saved reply, the following details need to be filled out:
Keyword: Choose keywords that will be used to identify the saved reply. In the Inbox, saved replies will appear when these keywords are typed. To access them, simply type # followed by the keyword, and select the desired reply.
Saved Reply: This is the actual message template that will be sent to customers. Draft the response that will be used when this saved reply is selected.
Upload Attachments: Add any attachments that need to be sent with the reply. Options include images, videos, or files, with a maximum file size of 7MB per attachment. There are some restrictions based on the platform:
Facebook only supports images.
Viber does not support videos.
Instagram replies do not support any attachments. If an attachment is not supported by a platform, only the approved attachments will be sent.
Visible to: Choose whether the saved reply will be visible to just the admin (Only Me) or available to the entire team (Everyone in the Team).
Save Changes: Click on Save Changes to store the reply.
View the Reply: After saving, to view the reply click on the three dots at the right side and select view details.
Manage Saved Replies: To edit, or delete a saved reply, click on the three dots next to the reply.
Sending Saved Replies:
To access saved replies in the Inbox, type # followed by the keyword. This will bring up saved replies associated with the keyword. For example, if the keyword for a saved reply is "price_enquiry," typing #pr will display that reply along with other saved replies matching the keyword. Hover over the keyword to preview the saved reply.
If any attachment violates platform restrictions, it will not load, and a notification will appear at the top of the saved reply preview.
To view the attachment details, hover over attachments to see the full file name.
If an attachment should not be sent, click the cross (X) button to remove it before sending the reply.
To upload additional attachments, click the attachment button and select files before sending the saved reply.
Please note that the option to create and edit saved replies is available to Admin and Supervisor roles only. Agents can only access the saved replies that have been created and is accessible by everyone.
