1.What is it?
    Automatic Reply enables you to respond to buyers at all times, even when you are offline.

    Tips:
    •Use Automatic Reply to respond to buyers’ inquiries during non-working hours
    •Select “Product recommendations” and set up Q&As so that buyers will be automatically asked about specific attributes of the product they’re interested in. Once you return online, your response can be crafted more accurately to their needs.

    2.What types of responses are included?
    1) Customizable greetings - Sent automatically to new buyers sending inquiries for the first time
    2) Product recommendations - Sent based on buyer preferences to increase clicks and conversions
    3) Product Q&A – Sent when the buyer’s demands or requirements aren’t clear
    Note: Each of these functions can be turned on and off as needed.

    3.When will these responses be sent?
    1.Greetings and product recommendations
    If there has been no communication with a buyer for 30 days or more (including TM and inquiries), this customized greeting will be sent as a response to the buyer’s first message to you. This will be coupled with some product recommendations from your store based on the buyer’s behavior and preferences.

    Tip:
    •Make sure your greeting contains key information about your store and products that can help buyers in making better purchasing decisions.

    Example:If you require assistance with anything else, simply send us a message and we will respond as soon as we can.
    Hi there!
    Thank you for your interest in our store and here is some information to help establish your sourcing needs:

    • About us: We are a factory with X years’ experience in the X industry. Click here to learn more about our company.
    • Our products: Tell us which products you are interested in and what you would like to know so that we can send you more specific information.
    • Placing orders: All products labelled “Ready to Ship” can be ordered immediately through our store. Here’s how to place an order: xxxx

    2.Product Q&A
    When the buyer sends a product to the supplier, these automated responses are triggered so that the supplier can learn more about the buyer’s requirements.
    Note: At the moment questions are set by the system, but in the future suppliers will be able to customize them.

    Preview your product Q&A messages here.

    4.Setting up Automatic Reply
    Note: To turn on this setting, you will need the latest version of Alibaba Supplier.For PC, use version 9.20.10 and above. For mobile, use version 9.20.0 and above.Download the updated versions here.
    Log into My Alibaba > Communications > Messages > Automatic service settings
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    5.FAQ
    Q: How do I turn on the Automatic Reply function?
    A: Log into My Alibaba > Communications > Messages > Automatic service settings.
    You can also set a custom time period for the function to be active at times that you consider to be after-office hours.

    Q: Are US time zones the only option when setting custom time periods?
    A: No, you can choose from all time zones.

    Q: I have set up a main account. Do I need to set up a sub-account as well?
    A: Yes, both the main and sub accounts need to be set up separately.

    Q: If an Automatic Reply has been sent, do I need to send a message as well?
    A: Yes. The main goal of this function is to get buyers to provide their purchasing information when you are unavailable. Once this information has been provided, you need to follow-up with more specific details.

    Q: If an Automatic Reply has been sent, will that buyer’s message be shown as read or unread?
    A: They will be marked as unread and will not affect the inquiry status.

    Q: Does Automatic Reply count as a response when calculating my quick response rate?
    A: No, you still need to respond within 24 hours to maintain a high quick response rate.

    Q: Where can I view the buyer’s responses to the Product Q&A?
    A: All Q&A content can be seen in the chat that you have with the buyer.
    Note: You can only set up five product attribute questions. A question will only be sent if the buyer responded to the previous question.

    Q: Can I customize the questions that determine product attributes?
    A: At the moment, Q&As are set by the system. Suppliers will be able to customize these questions in future.