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AI-generated suggested replies in Shopify Inbox

AI-generated suggested replies use artificial intelligence to help your staff compose responses to customer inquiries more quickly. Suggested replies are a composing aid for staff and don't drive the automatic responses that your Inbox agent sends.

Automatically generated suggested replies are available only in English.

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Requirements to use suggested replies

Your store needs to meet the following requirements in order to automatically generate suggested replies:

  • Your online store and Shopify admin are in English.
  • Your store has Shopify Inbox installed, with at least one Inbox conversation.
  • Your store has 200,000 products or fewer.

Generating suggested replies

A suggested reply is generated 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.
  • The AI 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.

Manage suggested replies

Suggested replies are activated by default when your store meets the requirements. 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.

Improving your suggested replies

AI-generated suggested replies are more accurate and frequent when your store includes the necessary information 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: