“Chat” is a tool provided by Shopee for buyers and sellers to communicate information. The functions of “Chat” are as follows.
① Micro chat window.
② Buyer message management. ③ “Chat” window management.
④ Function settings (quick reply, automatic phrases, pre-sale product recommendation functions, etc.). ⑤ Coupon management. ⑥ Order information management. ⑦ Search function.
2. The role of “Chat” on the Seller Center web page
Help sellers manage buyer information conveniently, quickly and effectively, and provide buyers with good services. Thereby improving buyer satisfaction and positive reviews, and may also bring more sales.
3. Quick tour
① Log in to the Seller Center.
② Log in to the Seller Center > enter the Micro chat page.
③ About the Micro chat page.
a. “Chat” page – function overview.
b. “Chat” page – function directory.
Buyer messages.
Buyer messages – Search all.
“Chat” window function.
[View buyer information] View the buyer’s personal profile, block the buyer, and report the buyer.
[Send message] In addition to text messages, sellers can also send stickers, pictures, and product links to buyers. [Send message] You can set quick messages to quickly reply to common messages.
[Quick message editing] In addition to editing quick messages, you can also enter the “Chat” settings page. [View orders] Track the buyer’s order status.
Coupons.
[Coupons in progress] View the coupons in progress in the store.
[Coupon editing] If the coupon has been collected, you can click the “Edit” button to go to the seller center to edit the number of coupons that can be collected.
[View my coupons] You can jump to the marketing center-coupons. [Coupons-arranged] View the coupons that have been arranged in the store.
【Coupon Send】Click the “Send” button and the buyer will receive the coupon serial number. Order information.
In the “Chat” page for communicating with buyers, click the link of the order information to jump to the “My Sales Order” detail page in the seller center, which displays the information of all orders of the buyer, and you can view the order details.
【Waiting for Shipment】View all orders of the buyer waiting to be shipped.
【Cancelled】View the detailed information of all orders canceled by the buyer, such as the reason for cancellation and cancellation time. Pre-sale product recommendation.
Add a “Recommendation” module to the right column of the web version of “Chat”, and sellers can directly send the product link in the recommended list to buyers.
④ Sellers can set up to 10 recommended products in the chat settings. In addition to seller recommendations, the system will also recommend products based on a series of calculation logic, including hot-selling products. If there is no system recommendation, this part will be hidden.
⑤Chat settings interface.
【Click on the avatar】Click on the avatar in the chat panel to drop down the list.
【Chat Settings】Click on Chat Settings to jump to the chat settings page. You can set: quick messages, automatic replies, notifications, timestamps, performance data, FAQ assistant.
a. Chat Settings – Message shortcuts.
Quick messages are “chat” messages set by sellers in advance to help sellers reply to “chat” messages more efficiently.
【My Messages】Add commonly used reply messages to the My Messages column. A maximum of 20 quick messages can be set. 【Auto-display message prompts】When entering a message, it will automatically search for quick messages related to the entered message. 【You can add/edit/delete quick messages】.
b. Chat Settings – Auto-reply.
【Default Auto-reply】After the buyer sends a “chat” message, the seller will automatically reply with a pre-set message.
【Offline Auto Reply】The seller sets the working hours. If the buyer sends a message outside the working hours you set, the offline auto reply message will be triggered (for example, the seller sets the working hours to 10:00-18:00. If the buyer sends you a message at 19:00, the offline auto reply message will be triggered).
c. Chat Settings – Auto Reply Permission Issue.
d. Chat Settings – Notification.
Click Notification to turn on new message notifications and sound reminders.
e. Chat Settings – Timestamp. Click Timestamp to turn on the display of the time of each message.
f. Chat Settings – Translation Assistant.
Click Translation Assistant to turn on translation messages between the buyer’s language and English. Applicable sites: Brazil, Indonesia, Vietnam, Thailand. Applicable sellers: Some sellers.
Applicable languages: Portuguese, Indonesian, Vietnamese, Thai. For sellers who can use this function, this function is turned on by default. g. Chat Settings – Performance Data.
Sellers can view the performance data of store chat by date and conduct targeted analysis and optimization.
h. Chat settings – FAQ assistant.
Question setting: Set common questions and corresponding answers to categorize questions.
Function: After the buyer sends the first message, he will first see the FAQ list instead of chatting with the seller directly; it can reduce the buyer’s questions and improve the work efficiency of the seller’s customer service. Applicable terminals: Applicable to mobile and computer “Chat”.
⑥ More functions.
a. Support automatic translation function.
b. Order cancellation warning.
In “Chat”, if the seller asks the buyer to cancel the order, it will violate the relevant policies of the Shopee platform. In order to remind sellers and reduce the risk of being penalized, when the seller triggers certain keywords in the chat (such as “cancel order”), a pop-up window will appear to inform them that they have violated the relevant policies of the Shopee platform.
The seller can choose to continue sending or not. If he continues to send, the system will record the violation. Applicable terminals: web version of “LiaoLiao”, WeChat and mobile application version of “LiaoLiao”.