IM Tool Tutorial | How to Handle Consumer Conversations Faster and More Conveniently?

07/18/2026

Applies to:Mexico

Too many messages, difficult to reply, and want a convenient tool?

But there are too many backend tools and you don't know how to use them?

This article teaches you how to use convenient tools to efficiently manage consumer conversations!

Reply Suggestion Function

The recommended response is the merchant's recommended response template, and the recommended narrative comes from the Knowledge Base (subsequently, your historical high-quality answers may also be recommended; please continue to follow the feature updates) ;

Backend Settings	① Click Settings in the upper right corner of the Message page ②Opened by default. When the content entered by customers or sellers matches the Knowledge Base (i.e. FAQ), recommendations will appe
Implementation Effect	① Merchant backstage editing FAQ Knowledge Base ② If the text hits the FAQ, it will prompt, click to quickly edit and send

Editing and Application of Knowledge Base

Response Skills

Answer questions directly : Ensure the effectiveness of responses as much as possible, quickly and directly solve the other party's problems, rather than simply asking them to look it up on their own;
Managing Buyer Expectations: Clearly communicate any points of attention or areas prone to misunderstanding during the pre-sales process, avoid overhyping, and prevent buyers from leaving negative reviews due to unmet expectations;
Adapt to local conditions: The response content should take into account the local characteristics of Latin America, such as climate differences;

Industry	Question	Answer
Clothing	Size Inquiry/Recommendation What is the best size for me? Can my body fit it? Fit Differences Does this run true to size? Will this be too short for a tall girl? I usually wear size M in Zara. Will M fit me here?	Provide model size + size chart Hi dear! The model's height and weight are xx, and they are wearing size S of this product, hoping to assist you as a reference for your purchase. The size chart of this clothing is as follows, you can also refer to it.
	Materials and Fabrics Is this 100% cotton? Is the material stretchy?	Provide accurate material information to avoid negative reviews from buyers due to expectation gap after receiving the goods Hi there! This fabric is a blend of cotton and spandex, so it has a good amount of stretch (about 1-2 inches). It hugs your curves comfortably without feeling too tight.
	Physical Consultation / Perspective Concerns Is the white one see-through? Does the color look exactly like the picture?	Answer based on the actual situation and provide suggestions at the same time, for example, instead of just saying "not opaque", say "it is recommended to wear skin-colored underwear" Hi dear! The material is lightweight for summer but not sheer. However, for the white color, we recommend wearing nude or light-colored undergarments for the best look. It is definitely opaque enough for daily wear!
	Washing and Care Consultation Can I put this in the dryer? Will it shrink? Machine wash or dry clean only?	Explain the washing and care instructions according to the clothing situation to avoid negative reviews caused by buyers' misoperations Hi! To keep the shape and quality of the fabric, we recommend hand washing in cold water and hanging it to dry. If you must use a machine, please use a laundry bag and avoid high heat in the dryer, as cotton blends may shrink slightly (about 3-5%) under high temperatures.
Beauty	Skin Tone Adaptability Is this foundation suitable for Moreno/Dark skin? Is it too white? Is this shade too light for me? I have tanned/dark skin.	In the Latin American region, with its racial integration and diverse skin tones, it is necessary to explain the hues and recommend color numbers Hola! This foundation has a warm/yellow undertone, which blends perfectly with tanned and olive skin tones (Morena skin). I recommend shade #03 or #04 for a natural sun-kissed look.
	Long-lasting/ water-resistant effect Does it melt in the heat? Is it waterproof? Will it last in hot weather/humidity?	Most parts of Latin America are hot and humid, so we need to address buyers' concerns specifically Yes! This formula is specifically designed for hot and humid climates.
	Safety/Allergy Concerns Is this original? When does it expire?	Buyers are prone to have allergy concerns, and brand endorsement can be provided to alleviate their anxiety We guarantee this is 100% authentic. We are the official authorized seller of [Brand Name]. Many Chinese products only print the production date, and an explanation is needed to prevent buyers from mistakenly thinking they are expired. Regarding the date: The date printed on the package is the Production Date (MFG), not the expiration date. It is good for 3 years from that date. It is safe and fresh!
	Environmental concerns Is this tested on animals?	Young consumers in Latin America care very much about environmental protection and animal welfare, so responses need to be set up for this common issue, while of course ensuring they are in line with the actual situation of the product We are proud to be a 100% Cruelty-Free brand. None of our products or ingredients are tested on animals.
Electronic Digital	Voltage and Plug Is it Bivolt (110v-220v)? What type of plug comes in the box? Is this 110v or 220v? I live in [City] and don't want to burn it.	There are many types of voltage and plugs in Latin America. Brazil uses the unique Type N plug (three round holes), while Mexico/Colombia uses the US standard (two flat holes). Therefore, it is necessary to clarify to avoid incompatibility (if an adapter is included, it can be emphasized). Yes, the charger is a Bivolt (100V-240V), so it works safely in any city in Brazil/Mexico. The box comes with the standard [EU/US] plug. However, we will include a high-quality adapter suitable for your country's sockets, so you can use it immediately.
	Warranty Consultation How does the warranty work? Do I send it to you or the manufacturer?	Explain the warranty period and exchange period of the product You have a [x-month] warranty directly with the manufacturer [Brand Name] in [Country]. If you have any issues within the first [30] days, you can also contact us directly for an immediate exchange.
	Doubts about Refurbished/New Phones Is it refurbished? Is the box sealed? Does it come in the original box?	Explain the product situation to dispel buyers' doubts about "returned machines" being sold as new ones We only sell Brand New, Factory Sealed items. Never refurbished or open-box.You will receive it in its original packaging with all original accessories intact.
	Version and Network Lock Is it Anatel homologated? Is it the National version? Is this smartwatch/earphone compatible with my phone (specific model)? How accurate is the GPS in Mexico?	Mobile phones must theoretically be certified by the local telecommunications authority (such as Anatel in Brazil and NOM in Mexico), otherwise the signal will be blocked, and targeted explanations are required Genuine global version, totally legit. The device is unlocked for all carriers like Vivo, Claro, and Tim. Flawless 4G/5G support in Brazil. Comes with warranty and legal origins.

Function Usage

Knowledge Base can store common Q&A from consumers. The IM intelligent tool in the backend can analyze and identify consumers' questions, and retrieve answers from the Knowledge Base, helping merchants achieve quick responses without having to start from scratch each time;

Backend Entry	① Click on the settings in the upper right corner of the message page ② FAQ can be edited on the second tab
Q&A Modification	To save merchants' efforts, the platform has automatically filled in default Q&A based on common consumer questions. Merchants can flexibly modify them according to their own circumstances; ① Click the edit button corresponding to the Q&A ② Edit text in "Answer", and you can also add pictures. ③ Add "similar questions", where multiple questions correspond to one answer When editing the answer content, you can also insert links (such as order page, details page, arbitration page) and variables (such as order status, return and refund status, refund amount) to help consumers quickly understand key information and avoid repetitive questions; Add links Add variables
New Q&A	Merchants can also add personalized Q&A according to their individual needs, that is, add frequently asked or potential questions from consumers and store the corresponding answers for convenient and quick retrieval; ① Click the Add button in the upper right corner ② Select the type and enter the details of the Q&A

Introduction to the Auto-Reply Function

Chatbot

When enabled, consumers' questions are first answered by the chatbot, and the response content is also retrieved from the backend Knowledge Base. Only when the chatbot is unable to answer or the consumer clicks the "transfer to human" button will the call be transferred to the merchant's agent, thus saving the merchant's effort;

Settings & Effects

The platform enables the logistics inquiry function of the chatbot by default, as well as the automatic response to pre-sales and after-sales related questions, which merchants can manually enable;
Chatbot is used before transferring to manual, and the reply content is taken from the Knowledge Base

Greetings (FAQ Card)

When enabled, as soon as a consumer enters the merchant's dialog box, the robot will send a greeting card. Clicking on the questions on the card will quickly obtain the corresponding answers. You can edit the message content of the greeting card, and also choose recommended Q&A or custom Q&A;

Recommended Q&A	Recommended questions (default option): The system will automatically select 5 FAQs based on the customer's previous behaviour and chat history.
Custom Q&A	Customize: Select up to 5 FAQs and display options are from Knowledge Base

Automatic Information Update Function

This feature automatically sends relevant cards to inform consumers when orders or logistics reach key nodes, preventing consumers from frequently inquiring with merchants;

Backend Settings	Except for order cancellation (considering that the merchant may negotiate with the consumer on how to compensate), all are enabled by default
Implementation Effect	Order confirmation Order shipped Logistics issue Order for delivery Order delivered

The Importance of Timely Response

We hope the above tool introduction can help business friends handle consumer conversations more conveniently! Configuring a complete Knowledge Base is the cornerstone of automatic replies , and everyone can fill in accurate and helpful Q&A information for consumers according to their own situation, saving their energy. At the same time, promptly reply to consumers' messages, which will greatly help both first-time and repeat purchase intentions 💡
Meanwhile, SPS (Shop Performance Score) also assesses the IM 24H response rate (i.e., the data of the seller's response to the buyer's first message within 24 hours in the past 60 days, excluding holidays).

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