How Do I Set Up Auto Reply on Shopee?
Set up Shopee’s Auto-Reply under Chat Management in Seller Center, or Chat Settings in the Shopee app, and keep it short. Shopee’s Auto-Reply sends one generic message when a buyer starts a chat, and Shopee says Auto-Replies do not count toward your Chat Response Rate. Use it as a greeting. For the answer itself, use Message Shortcuts, or let AeroChat read each message and reply with an actual answer from your product details, in the buyer’s language, at any hour.
Shopee’s three chat assistant tools
As of November 2026, Shopee’s Seller Education Hub (Singapore, page dated 3 May 2024) lists three chat assistant tools:
- Auto-Reply. A generic reply sent whenever a buyer starts a conversation.
- Message Shortcuts. Saved templates for messages you send often. Your team picks one and sends it.
- FAQ Assistant. Immediate answers to popular questions, shown when a buyer starts a conversation.
Where to set them up, per the same page:
- Seller Center: select Chat Management in the sidebar, then choose the tool.
- Shopee app: go to the Me tab, then Chat Settings.
- Shopee Webchat: select your profile image, then Chat Settings, then the Auto-Reply or Message Shortcuts page.
What counts toward your Chat Response Rate
Shopee’s “About Customer Service” page (Singapore, dated 1 September 2026) says manually sent text messages, Message Shortcuts and stickers count if sent within 12 hours. Auto-Replies and Chat Broadcasts do not count, even within 12 hours. FAQs are not counted either. So an Auto-Reply on its own never protects your rate. Someone, or something, still has to answer.
How to write a good Shopee Auto-Reply
- Say hello and thank the buyer for messaging.
- Say when your team is online, for example 9 am to 9 pm (example).
- Answer the one question most buyers ask, such as your dispatch time.
- Keep it to two or three lines. Buyers skip long greetings.
The limits
- Auto-Reply does not answer the buyer’s question and does not count as a reply.
- Message Shortcuts count, and need a person to read the chat and send them.
- FAQ Assistant answers fixed popular questions. It cannot check a specific item’s size or stock.
How to handle it in chat with AeroChat
AeroChat reads every message in Shopee chat and replies in the same conversation with the answer itself: the size, the stock, the material, the dispatch time, from your product details and stock sheet. It replies in the buyer’s language. Damaged, wrong or missing items go to your team with the order number and a photo.
Buyer (1:15 am): hello, the phone case fits iPhone 16 Pro or only 16?
AeroChat (1:15 am): Hi! This listing has two versions. Choose “16 Pro” in the variant list for the iPhone 16 Pro, it has the larger camera cutout (example). Both are in stock and ship tomorrow.
Copy this into AeroChat
Answer every buyer message in Shopee chat straight away, any time of day.
- Answer product, compatibility, size, stock and delivery questions from our product details and Stock Sheet (example).
- If the listing has variants, tell the buyer exactly which variant to choose.
- If you cannot answer from our information, tell the buyer our team will reply by 10 am (example) and hand the chat over.
- For damaged, wrong or missing items, ask for the order number and a photo, then hand the chat to our team.
Give a real answer every time, never only a greeting. Never promise refunds or delivery dates. Reply in the buyer’s language.
Change the handover time to your team’s hours before you paste it.
What to connect
- Your Shopee shop. Connect it from the AeroChat dashboard. Shopee sets its own approval steps for chat access, and our team takes you through them. See Shopee in AeroChat.
- Your product knowledge and stock. Listings, size or compatibility charts, policies, and a Google Sheet or store system for stock.
Questions
Should I keep Shopee’s Auto-Reply on with AeroChat?
You can keep a short greeting. AeroChat sends the actual answer straight after.
Do AeroChat replies count toward my Chat Response Rate?
Shopee’s page does not say how replies from connected chat software are counted. AeroChat sends a full text answer in the conversation, not an Auto-Reply. Check your rate under Account Health in the first week after you connect. See how to improve your Shopee chat response rate.
Do you have Shopee message templates I can copy?
Yes. See the Shopee greeting message and Shopee away message templates.
Is there a Lazada version?
Yes. See Lazada auto reply setup.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Give Shopee buyers the answer, not just a greeting
Connect your Shopee shop, add your product details, paste the recipe, and message your shop late at night to test it.
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On Shopify? Install AeroChat from the Shopify App Store.