Set Automated FAQ for Your Chat
This article introduces the automated FAQ feature, which can help you and your customer service team provide prompt answers to buyers’ common questions. In addition to offering a pool of questions and auto-replies for you to choose from, it also allows you to customize them based on your store’s actual needs.
Benefits of Setting Automated FAQ
- Save time for you and your customer service team with automated responses.
- Improve the buyer experience with fast and relevant responses.
- Enjoy flexible, customizable FAQs that you can tailor to your needs.
How to Set Up Automated Greetings
- Before using and setting up your automated FAQ, you need to enable the tool first. In Seller Center, go to Customer Message > Automation Tools. Then turn on Greetings (with FAQ).
- Click Settings to start setting up your greeting FAQ. From here, you can customize your greeting message along with the FAQs shown in the greeting. You can let the system automatically select FAQs for you, or you can manually select up to 5 FAQs to display with the greeting. On the left side, you will see a preview of your greeting message.
- If you choose Custom Selection, click Select FAQs to choose your own FAQs. You will see a list of predefined FAQs under the All, Pre-purchase, Logistics, After-sales, and Other tabs. You can select up to 5 FAQs to include in your greeting message. Click confirm to confirm your selection.
How to Set Up and Customize Your FAQs
- If you want to set up and customize your own FAQs, you can do so in FAQ Library. Go to Customer Message > Automation Tools. Select the Knowledge Base tab at the top of the screen to access FAQ Library.
- From here, you can add a new FAQ by clicking the Add New FAQ button. Then select the question type, enter the question, and provide an answer. You can also add similar questions, which will use the same answer. Once done, click Save.
- You can also edit the answers to predefined questions by clicking the edit icon, updating the answer, and then clicking Save to save it.
- You can also enable or disable certain answers by switching the toggle on or off under the Display column. Please note that some questions are default questions that cannot be disabled, but you can still edit their answers.
