AI customer service that replies in Malay
AeroChat replies to Malay-speaking customers in Malay, on every channel you sell on, and finishes the job in the chat: it answers from your products and orders, sends the payment link and confirms the order. It reads Malay, English and Manglish in the same message, replies in friendly Malay with anda or Tuan/Puan as you choose, and follows the customer if they switch to English mid-chat. There is no language menu. The customer writes, and AeroChat answers in the same language.
How your customers write in Malay
- Manglish and mixed messages. Customers write Malay and English in one sentence, such as ada stok lagi tak? nak 3 pcs. AeroChat reads it as one question and replies in Malay.
- Short forms. Customers write x or tak for tidak, brp for berapa and tq for terima kasih. AeroChat understands them and answers from your store data.
- Polite forms of address. Shop chats use anda for most customers and Tuan/Puan for formal ones. You tell AeroChat which to use, and it keeps to it.
- Switching languages. A customer may start in Malay and switch to English or Chinese. AeroChat checks every message and replies in the language the customer is using now.
What AeroChat does with each message
- Detects the language. AeroChat identifies the language from the customer’s first message, including mixed-language messages, without asking them to choose.
- Replies in Malay. It answers from your store data, such as products, stock, shipping rates and orders, in the tone you set.
- Checks again on every message. If the customer switches language partway through, AeroChat follows them.
- Falls back when a message is too short. For a reply such as OK or a single emoji, AeroChat uses the default language you set.
- Transcribes voice notes. On WhatsApp, voice notes are transcribed automatically and answered like typed messages.
See multilingual chat and WhatsApp voice notes.
Set the tone in your own words
You tell AeroChat how your store talks, in your own words and in any language. It follows those instructions in every reply. Here is an example for a store whose customers write in Malay.
Copy this into AeroChat
Reply in the language the customer writes in. When they write in Malay or Manglish, reply in friendly, simple Malay, use anda, and keep English shop words such as tracking and parcel where customers use them. For formal messages, use Tuan/Puan. Give the price in RM with postage and the total. If they switch to English, reply in English.
See custom instructions.
An example exchange in Malay
A customer messages the store on WhatsApp. The English under each line is a gloss.
Customer: Hi, tudung bawal warna dusty pink ada stok lagi tak? Nak 3 pcs
English: Hi, is the bawal headscarf in dusty pink still in stock? I want 3 pieces.
AeroChat: Hai! Warna dusty pink ada stok lagi. 3 helai jadi RM75, pos ke Semenanjung RM8, jumlah RM83. Nak saya hantar link bayaran?
English: Hi. Dusty pink is in stock. 3 pieces come to RM75, postage to Peninsular Malaysia is RM8, RM83 in total. Shall I send the payment link?
Customer: ok boleh. Bila sampai ya?
English: OK, sure. When will it arrive?
AeroChat: Ini link bayaran untuk pesanan #2290. Kalau bayar hari ini, kami pos esok dan biasanya sampai dalam 2 hingga 3 hari bekerja.
English: Here’s the payment link for order #2290. If you pay today, we post it tomorrow and it usually arrives in 2 to 3 working days.
AeroChat: Bayaran diterima, terima kasih! Pesanan #2290 disahkan. Nombor tracking akan dihantar di sini bila parcel dah dipos.
English: Payment received, thank you. Order #2290 is confirmed. The tracking number will be sent here once the parcel is posted.
Customer: tq!
English: Thanks!
The customer never types “paid”. AeroChat detects the payment from the gateway and confirms the order in the same chat.
Where it runs
The same replies in Malay run on WhatsApp, Instagram, Facebook Messenger, Telegram, your website chat and email. On Shopee, Lazada and TikTok Shop buyer chat, AeroChat answers in Malay from the product details, policies and order information the marketplace shares, and orders, payment and shipping stay in the marketplace.
Your store connects from the dashboard: Shopify, WooCommerce or Wix. If you sell in Malaysia, AeroChat sends payment links through Airwallex, Billplz and Fiuu and books and tracks deliveries with POS Malaysia, EasyParcel and Delyva.
When your team takes over
AeroChat finishes the job in the chat, and hands over to a person only as a safety net, such as a refund above the limit you set. When that happens, your team doesn’t need to read Malay. With agent auto-translation, incoming messages are shown in the agent’s language and replies go back to the customer in Malay, with the original message kept beside the translation. Auto-translation is on the Advanced plan. See pricing.
WhatsApp templates in Malay
For messages you send first, such as order confirmations and shipping updates, use these ready-to-copy templates written in Malay, each with an English gloss.
- Abandoned cart templates in Malay
- Away message templates in Malay
- Cash on delivery confirmation templates in Malay
- Greeting message templates in Malay
- Order confirmation templates in Malay
- Payment reminder templates in Malay
- Shipping update templates in Malay
- Thank you after purchase templates in Malay
Related
- A WhatsApp chatbot for online sellers in Malaysia
- A Shopify chatbot for Malaysia
- Cash on delivery confirmation in Malaysia
- The best WhatsApp chatbot in Malaysia
- Multilingual chat
- Shopify chatbot language support
Questions
Do I need to set up Malay separately?
No. AeroChat detects Malay from the customer’s message and replies in it. You can add instructions for tone and forms of address, and set a default language for messages too short to detect.
What if a customer mixes Malay and English?
AeroChat reads the whole mixed message and replies naturally. You can say in your instructions which language to use for mixed messages, for example Malay.
Can my products and policies stay in English?
Yes. AeroChat answers in Malay from the product details and policies you already have. You don’t need a second copy of your store in Malay.
Can my team handle Malay chats if they don’t speak it?
Yes, with agent auto-translation on the Advanced plan. Your team reads and writes in their own language, and the customer receives Malay.
Answer your customers in Malay
Connect your store and WhatsApp number, then send your own number a message in Malay asking whether your best seller is in stock. Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.