How Do I Set Up Auto Replies on Lazada?
Set a short auto reply for outside your hours, but do not rely on it: Lazada does not count auto replies as replies. Use it to greet buyers and say when you will answer. For the answer itself, use quick replies, Lazada’s LISA chatbot, or AeroChat. AeroChat reads each message in Lazada chat and replies with an actual answer from your product details and policies, in the buyer’s language, at any hour.
What Lazada’s own tools do
As of November 2026, Lazada’s Seller Center help pages (Singapore, updated 26 November 2024) describe three tools:
- Auto reply. A message Lazada sends automatically. You can set your own working hours for when auto replies take effect. Auto replies are not counted as replies in your chat metrics.
- Quick replies. Saved messages your team sends by hand. Lazada counts quick replies and emojis as replies.
- LISA (Lazada IM Shop Assistant). A chatbot built into Lazada’s seller chat. It answers common questions such as “When will I get my order?” and “Is this item available?” from answers you set for each scenario. You can edit the answers but cannot add new scenarios. Lazada says LISA helps your response rate and response time. In Singapore, LISA supports English only, and hands non-English chats to your live agent.
Lazada also recommends replying within 10 minutes between 8 am and 11 pm, when it receives the most chats.
How to set up each one well
- Auto reply. Keep it short. Say hello, say when your team is online, and point to the answer for the most common question, such as your dispatch time. Turn it on for the hours your team is offline.
- Quick replies. Write one for each of your ten most common questions: size, stock, delivery time, warranty, returns, vouchers. Keep them specific to your shop.
- LISA. Fill in the answer for every scenario that applies to your shop, using your real policies. Check which scenarios are set to pass to a live agent.
The limits
- An auto reply tells the buyer you are away. It does not answer their question, and it does not count toward your response rate.
- Quick replies need a person to read the chat and send them.
- LISA works from fixed scenarios and, in Singapore, English only. Questions outside those scenarios go to your team.
How to handle it in chat with AeroChat
AeroChat reads each buyer message in Lazada chat and answers the actual question from your product specs, compatibility lists, warranty terms and policies. It replies in the buyer’s language, including Malay, Thai, Vietnamese, Indonesian, Tagalog or Chinese, and mixed-language messages. Warranty claims and faulty items go to your team with the order number and a photo.
Buyer: Boss, this charger can use for Samsung A55 or not? Fast charge?
AeroChat: Yes, it works with the Samsung A55 and supports 25W Super Fast Charging with the included USB-C cable (example). It ships today if you order before 3 pm.
Copy this into AeroChat
Answer every buyer message in Lazada chat straight away, any time of day.
- Answer spec, compatibility, stock and delivery questions from our product details and compatibility list.
- For warranty questions, explain our warranty terms. If they report a fault, ask for the order number and a photo or short video, then hand the chat to our team.
- If a buyer asks about a voucher or campaign price, answer from our current campaign notes.
- If you cannot answer from our information, tell the buyer our team will reply by 10 am (example) and hand the chat over.
Give a real answer every time, not a holding message. Never promise refunds, replacements or delivery dates. Reply in the buyer’s language.
Add your compatibility list and warranty terms as knowledge before you paste it.
What to connect
- Your Lazada store. Connect it from the AeroChat dashboard. Lazada sets its own approval steps for chat access, and our team takes you through them. See Lazada in AeroChat.
- Your product knowledge. Spec sheets, compatibility lists, warranty terms and policies, or your synced Shopify catalog.
Questions
Should I keep Lazada’s auto reply on with AeroChat?
You can keep a short greeting, but it is no longer needed to cover the night. AeroChat replies with the answer itself.
Do AeroChat replies count toward my Lazada response rate?
Lazada’s FAQ says quick replies and LISA count and auto replies do not. It does not say how replies from connected chat software are counted. Check Business Advisor in the first week after you connect. See Lazada chat response rate.
Is there a Shopee version of this guide?
Yes. See Shopee auto reply setup.
Can AeroChat answer in other languages?
Yes. It replies in the buyer’s language. See multilingual replies for marketplace sellers.
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 Lazada buyers an answer, not an away message
Connect your Lazada store, add your product details, paste the recipe, and send your store a question to test it.
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On Shopify? Install AeroChat from the Shopify App Store.