Sales Channels Messenger with AutoReply Agent

Overview

The Messenger with AutoReply Agent is a centralized communication hub that streamlines your eBay customer interactions with intelligent AI-powered response generation. When buyers send you messages on eBay, they automatically appear in our portal, and our AI agent instantly generates contextually appropriate responses for each message. This allows you to manage conversations efficiently from a single interface while maintaining full control over your customer communication.

Please note: This feature is currently in beta. While we're continuously improving its functionality, you may encounter occasional issues or limitations. We appreciate your feedback as we work to enhance this feature.

Important: We only import messages from buyers. System messages from eBay are not imported to the messenger.

How It Works

1. Message Import - Customer messages from eBay are automatically imported to our portal on a cycle basis, new messages will be imported every 1 min.

2. AI-Generated Responses - For each incoming message, our AI agent generates a ready-to-send response based on the conversation context

3. Flexible Response Options - You can either:

   • Send the AI-generated response as-is

   • Edit the suggested response before sending

   • Delete it and write your own reply from scratch

Key Benefits

• AI-Powered Efficiency - Instantly generated responses for every customer message save you valuable time

• Centralized Management - Handle all your eBay customer communications from one place

• Time Savings - AI-generated responses help you reply faster to customer inquiries

• Maintain Control - You always have final approval over what gets sent to customers

• Consistent Communication - AI suggestions help maintain professional, consistent responses

Accessing the Messenger

To access the Messenger feature:

1. Navigate to the CRM menu in the top navigation bar

2. Select Messenger (Beta) from the dropdown menu

AI-Generated Reply and Confidence Score

Each AI-generated response includes a confidence score that indicates how well the AI believes it has addressed the customer's inquiry based on available context. The more contextual information available, the higher the confidence score will be.

Context sources include:

• Conversation history

• Order details and status

• Product information (attributes, descriptions, specifications)

• Previous customer interactions

The confidence score helps you quickly assess whether the AI-generated response is likely to be accurate and appropriate, or whether it may need additional review or customization before sending.

Using the Conversation Interface

When you open a conversation, you'll see the AI-generated response ready in the input field. You have several options:

• Send as-is - Click the Send button to send the AI-generated response without modifications

• Edit the response - Type directly in the input field to add to or modify the AI-generated text

• Clear and write your own - Click the Clear button to remove the AI-generated response and write your own message from scratch

Once you're satisfied with your message, click Send to deliver it to the customer on eBay.

Conversation Header

At the top of each conversation, you can view relevant details about the associated order or listing. This contextual information helps you better understand the customer's inquiry and provide more accurate responses.

Conversations Panel

The conversations panel displays all your customer message threads. Each conversation includes visual indicators to help you prioritize your responses:

• Unread messages - Marked with a dot indicator

• Unanswered messages - Marked with an exclamation mark icon

• Status labels - Each conversation displays labels showing its current status

These visual cues make it easy to identify which conversations need your immediate attention.

Filtering and Search

The messenger provides several tools to help you find and manage conversations efficiently:

• Status Filters - Filter conversations to show only unread or unanswered messages, helping you prioritize urgent responses

• Customer Filter - Within a conversation, you can filter to view all message threads with a specific customer

• Search Bar - Use the search functionality to find conversations by searching for any matching text or keywords across all your messages

These filtering and search capabilities make it easy to locate specific conversations or focus on messages that require immediate attention.

Organizing Conversations with Folders

You can organize and save important conversations by moving them to folders:

1. Select the conversation you want to organize

2. Click the Move to folder button

3. Choose the destination folder

This feature helps you keep track of important customer communications and organize your message threads for easy reference later.

Mark As Answered

Use the Mark As Answered function to manually mark a conversation as answered in our portal. This is useful when you've resolved a customer's inquiry and want to track it as completed, even if you didn't send a message through the system.

Refresh 
Use the Click the Refresh button to update the conversation list and retrieve the latest messages from eBay

eBay Integration Features

The messenger supports the following actions with eBay:

• Import Messages - Customer messages are automatically imported from eBay to our portal

• Send Messages - Your replies are sent directly to eBay and appear in the customer's eBay messages

• Mark As Read - When you open an unread message in our portal, we automatically mark it as read on eBay as well

Future Development

We're planning to expand this feature to include additional marketplaces, enabling you to manage all your customer conversations across multiple platforms in one unified messenger interface.