Quick replies with AI response drafts
For every conversation in your inbox, the AI suggests a response draft based on the customer’s intent. It pulls from
your Shopify order history, products, pages, past conversations, and canned responses (your saved replies) to create
personalized suggestions. You can tweak these responses by adding instructions for each intent or adjusting the intent
library in your AI settings.
How it works:
1. Detecting intents: The AI figures out what the customer is asking—whether it’s a return request, shipping inquiry,
product question, or order issue. That way, the draft fits the customer’s needs.
2. Using your data: The AI pulls info from your order history, products, and saved replies to draft a response that’s
specific and helpful.
3. Quick options: You can:
- Apply the draft as-is if it looks good.
- Rewrite to get a new version.
- Add instructions to fine-tune it.
Customizing AI with intent instructions:
Want the AI to respond in a specific way for different types of questions? You can add instructions for each intent. For
example, you can tell the AI to ask for order IDs in return requests or automatically include tracking info in shipping
inquiries.
Managing your intent library:
You can easily manage the AI’s intents in your AI settings:
1. Edit existing intents: Fine-tune how the AI handles certain requests.
2. Add new intents: If new questions come up, create custom intents with instructions.
How to use:
1. Every conversation in your inbox now comes with a draft based on the detected intent.
2. You can apply, rewrite, or edit the draft.
3. To improve future responses, add instructions and adjust the intent library in your settings. You'll slowly build a
library of instructions for different cases.