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MyAlice Guide
MyAlice Guide
  • 👋Welcome to MyAlice
  • 🚀Getting Started
    • 🔤Key Terminologies
    • Signup to Myalice
    • 🤟Create your Team
      • Personalize your Team
      • Manage User Roles
      • Create Groups in your Team
      • Create Multiple Teams
      • Connect Multiple Teams
    • 💸Set up your Billing
      • Subscribe to the Premium Plan
      • Subscribe to the Enterprise Plan
      • Subscribe through Shopify
      • Update your Subscription
      • Add a Payment Method to Use WhatsApp
      • Track and Configure your Billing
      • Unsubscribe from MyAlice
    • 🎙️Agency Mode on MyAlice
    • ⏰Set up your Business Hours
  • 🔗MyAlice Channels
    • 🎉Connect Your Social Media
      • Connect Your Facebook Feed
      • Connect Your Messenger
      • Connect Your Instagram Messenger
      • Connect Your Instagram Feed
      • Connect Your WhatsApp Business Account
      • Connect Your Telegram
      • Connect Your Viber
      • Connect Your Line Messenger
    • 📧Connect Your Email
      • Connect Gmail
      • Connect Custom Email
    • 🌐Connect Your Website or Mobile App
      • 💬Connect your Website for a Chat Plugin
      • 📱Connect Your Mobile App (Android / iOS)
    • 🇫🇲Clone Channels
  • 📥MyAlice Inbox
    • 🧭Navigate the Inbox
    • 🔔Manage Inbox Notifications
    • 💬Understand Chat Features
    • 🎫Manage Tickets
      • Assign a Ticket
      • Resolve a Ticket
      • Tag a Ticket
        • Tag Settings
      • Reopen Tickets
      • Smart Ticket Assignment
    • 🎮Advanced Ticket Management
      • Ticket Configurations
      • SLA Configurations
  • 🛒E-commerce on MyAlice
    • 🛍️Overview
    • 💜Manage your WooCommerce Store
      • Connect your WooCommerce Store to MyAlice
      • Connect Your Customer Information on WooCommerce
      • Manage WooCommerce Orders from Inbox
    • 💚Manage your Shopify Store
      • Connect your Shopify Store to MyAlice
      • Connect Your Customer Information on Shopify
      • Manage Shopify Orders from Inbox
    • 👜Product Recommender
    • 🏆E-Commerce User Data in Inbox
  • 🤖Chatbot & Automation
    • 🧭Explore the Automation Tab
    • ✨Create rules to trigger a Sequence
      • Keyword wise Automation
      • Source (referral) wise Automation
      • Post comment wise Automation
      • Facebook Ad wise Automation
      • User intent (by NLP) wise Automation
        • Connect wit.ai NLP
        • Connect MyAlice NLU
        • Connect INTNT
        • Connect Intents to Sequences
    • 🧱Add Blocks to Your Chatbot
      • Block Compatibility
      • Add and Send Content Blocks
      • Collect User Information Blocks
      • Action Blocks
    • 🚗Create Advanced User Journeys
      • Quick Reply Block
      • Button Block
      • Gallery Block
      • CSAT Block
      • Datalab Entry Block
    • Page
  • 📲MyAlice for WhatsApp
    • 🗺️Overview
      • Migrate from your Existing BSP
      • Migrating from the WhatsApp App to the API account
      • Difference between WhatsApp Business App vs WhatsApp Business API
      • Verifying your Facebook Business Account
      • Picking a number for WhatsApp Business
      • Getting Started with Message Templates
      • Message Templates & Session Messages
      • WhatsApp Message Templates Best Practices
      • WhatsApp API Pricing
      • Apply for a Blue Tick
    • 📤Create and Send Template Messages
    • ⭐Starting a new conversation
    • 👩‍👩‍👦‍👦WhatsApp Broadcasts
      • WhatsApp Broadcast Overview
      • Create a Broadcast
      • Opt-In and Opt-Out
    • 💰Automate Sales in WhatsApp with WhatsApp Catalog
      • 🔃Upload Inventory in Meta
      • 🔗Connect your Catalog to the WhatsApp Business Account
      • Share Products with Your Customer
    • 📈WhatsApp Marketing Automation
      • 💚Setup WhatsApp Automation for Shopify
      • 🍀Shopify + WhatsApp Marketing Automation- Sample Use Cases
  • 📱MyAlice Mobile App
    • ⬇️Download the Mobile App
    • 🤓Navigate the Interface
    • ⚡Enable Mobile App Notifications
    • 📬Using the Mobile Inbox
  • 📂Data Lab & Analytics
    • 📊Diving Deep in Data Lab
      • Create a Datalab Sheet
      • Create Forms in Data Lab
      • Add, Collect or Store Data in Data Lab
    • 👪Understand the Customer Tool
    • 📈Analytics, Metrics & Reports
      • Customer Metrics
        • General Metrics
        • User Demographics Metrics
        • Chatbot Efficiency Metrics
      • Automation Metrics
      • Agent Metrics
      • CSAT Reports
  • 🔑External Integration
    • 🏬Checkout.com
      • Recieve Payments with Checkout.com
    • 🪂Pabbly
    • 🦾Developer Documentation
  • Release Log
    • Release Log: Version 1.27.9
    • Release Log Version 01.25.01
  • Release Log Version 1.25.03
  • Release Log Version 1.25.04
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On this page
  • Common Chat Elements
  • 💬 Saved Replies

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  1. MyAlice Inbox

Understand Chat Features

Learn about different chat features to respond to your customers in a more friendly way.

Last updated 6 months ago

Was this helpful?

This is what the chat field looks like in your inbox.

Common Chat Elements

Use Note as a self-reminder while having conversations with a customer. The customer won't be able to view your note.

Use emojis to make your conversations more lively 😃

Share product images in the inbox or send product screenshots to solve support queries.

💬 Saved Replies

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:

  1. Navigating to Settings Go to the Settings section at the bottom of the dashboard.

  1. Selecting Saved Replies In the Settings menu, select Saved Replies. If any replies have already been saved, they will appear in the list.

  1. Creating a New Saved Reply To add a new saved reply, click on Create New Saved Reply.

  1. 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).

  1. Save Changes: Click on Save Changes to store the reply.

  1. View the Reply: After saving, to view the reply click on the three dots at the right side and select view details.

  1. Manage Saved Replies: To edit, or delete a saved reply, click on the three dots next to the reply.

Sending Saved Replies:

  1. 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.

  1. If any attachment violates platform restrictions, it will not load, and a notification will appear at the top of the saved reply preview.

  1. To view the attachment details, hover over attachments to see the full file name.

  1. If an attachment should not be sent, click the cross (X) button to remove it before sending the reply.

  1. 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.

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