Automatically generating suggested replies in Shopify Inbox

Early access

Automatically generating suggested replies in Shopify Inbox is in early access, and is available only on some Shopify stores.

Shopify Magic uses Artificial Intelligence (AI) to automatically generate suggested replies during conversations with customers. Suggested replies can help you respond to customer inquiries more quickly.

Automatically generated suggested replies are available only in English.

Manage suggested replies

Suggested replies are activated by default. You can turn automatically generated suggested replies on or off from your Shopify Inbox settings.

Steps:

1. In Shopify Inbox, click the settings icon, and then click Message preferences.
2. In the Automatically generate a reply section, select On or Off.
3. Click Save.

Generating suggested replies

Caution

You're responsible for the accuracy of the information that you provide your customers, even when you use automatic text generation to create it. You need to read an automatically generated reply closely and edit it if necessary to ensure accuracy before sending it as a message.

Shopify Magic generates a suggested reply based on your store information. A suggested reply populates in the composer bar of an Inbox conversation when the conversation meets the following criteria:

• There's at least one customer message in the conversation.
• You haven't yet replied to the customer message.
• Your Shopify store includes enough information to answer the customer's question.

Suggested replies not generating

A suggested reply might not generate during a conversation for any of the following reasons:

• Your store's information is being processed, and isn't yet available for suggested replies.
• There isn't enough information on your store about the topic that the customer is asking about.
• Shopify Magic doesn't have access to the information that the customer is asking about. For example, your terms of service and privacy policy aren't processed for suggested replies.

Learn how to improve the quality of your suggested replies.

Improving your suggested replies

Shopify Magic generates more accurate and frequent suggested replies when it has the necessary information from your store to answer commonly asked questions from your customers. You can improve the quality of your suggested replies by adding accurate content to the following sections of your store:

• Products: Ensure that your product listings are accurate and complete.
• Store policies: Add clear and accurate return and shipping policies to your store.
• Shipping: Set up shipping and delivery for all of the locations that you ship to.
• Payments: Ensure that all of your accepted payment methods are configured properly.
• Pages: Update your store pages to include any additional information that customers need to know about your business.