Improve Your Shopee Store Response Rate: The Ultimate Guide to Using Auto Reply 2026

When a buyer sends their first inquiry, Shopee can instantly reply with a pre-set message. This immediate response capability brings unprecedented relief to the busy seller's customer service pressure. Therefore, learning how to use Shopee's auto-reply is very helpful for managing our store's message responses.

I. Why Use Shopee Auto Reply?

With the continuous development of e-commerce, buyers inquire about products and promotions during online shopping. As a leading e-commerce platform in Southeast Asia, the quality of customer service on Shopee directly impacts the user shopping experience and store response efficiency.

The auto-reply system helps sellers overcome limitations of time and human resources through a preset, standardized response mechanism, ensuring every buyer message gets a reply. Despite differences across markets and sites, auto-reply provides a solution, maintaining store responsiveness whenever a buyer initiates a consultation.

For sellers managing multiple stores, Shopee's auto-reply system allows unified management of customer service standards, ensuring a consistent and professional service experience across all stores. When customer service teams handle large volumes of repetitive inquiries, auto-reply frees up their limited time and energy to focus on more complex issues requiring manual intervention.

 

II. What is Shopee Auto Reply?

Shopee Auto Reply is a built-in customer service automation tool primarily implemented through the "Shopee Chat" communication feature. Sellers can set up automated messages triggered under specific conditions to handle a buyer's first inquiry or queries outside business hours.



How to Set Up Shopee Auto Reply:

Log in to Shopee Seller Center >> Find the "Chat Settings" option under "My Shop" >> Enable the "Send Auto-Reply in Chat" function >> Enter and save your preset auto-reply message in the field below.

Shopee offers two main types of auto-reply: Default Auto-Reply and Offline Auto-Reply. The Default Auto-Reply is triggered immediately after a buyer sends a chat message, while the Offline Auto-Reply only activates when a message is received outside the seller's set working hours.

Shopee sets reasonable limits on auto-reply: each buyer can trigger a maximum of one Default Auto-Reply and one Offline Auto-Reply per day to avoid excessive disturbance. Additionally, sellers can set up to 20 different auto-reply messages.

Tip:

Shopee Auto Replies are not counted in the shop's customer service response rate statistics. This means sellers still need to ensure timely manual responses to maintain overall customer service quality.





 

III. Duoke Auto Reply vs. Shopee Auto Reply

The Duoke AI Customer Service System also features an auto-reply function. Compared to Shopee's built-in feature, it offers a more comprehensive and intelligent solution.



To clearly illustrate their differences, the table below compares these two auto-reply tools across various dimensions:


	
	
	

		

			

			
Comparison Dimension
			
			

			
Shopee Auto Reply
			
			

			
Duoke Auto Reply
			
		
		

			

			
Platform Nature
			
			

			
Basic built-in platform feature
			
			

			
Third-party professional AI cs system
			
		
		

			

			
Language Support
			
			

			
Limited, relies on platform translation assistant
			
			

			
Supports 130+ languages with auto-translation
			
		
		

			

			
Multi-Store Management
			
			

			
Set per individual store
			
			

			
One-stop management for multi-platform, multi-store operations
			
		
		

			

			
Operation Mode
			
			

			
Triggered by preset conditions
			
			

			
Combines automatic reception with assisted reception
			
		
		

			

			
Order Follow-up Capability
			
			

			
Basic replies
			
			

			
Full-link intelligent order follow-up system
			
		
		

			

			
Key Difference
			
			

			
Does not count towards platform response rate
			
			

			
Counts as a manual reply, helping to improve store response rate
			
		
	


 

IV. How to Use Shopee Auto Reply to Improve Response Rate and Buyer Satisfaction?

Optimizing your auto-reply strategy is key to boosting your store's response rate and buyer satisfaction. We can set up auto-replies for different scenarios:

1) Online Hours Auto-Reply

Based on customer service shift schedules, set appropriate greetings and information about recent store promotions. This can better attract buyers and guide them to make purchases independently, even when manual customer service is busy.



 

2) Offline Hours Auto-Reply

This is crucial for ensuring uninterrupted customer service outside working hours and protecting the store's response rate. For example, if customer service hours are 9:00-18:30, a buyer message at 19:00 would trigger the Offline Auto-Reply, safeguarding the store's 12-hour response rate (Shopee has clear assessment requirements for the first response rate within 12 hours, an important part of customer service).

3) Keyword-Triggered Auto-Reply

This can significantly increase manual customer service response speed. For common high-frequency questions regarding shipping time, stock, logistics tracking, sizing, and return/exchange policies, preset professional, unified text templates. When a buyer's question touches corresponding keywords, the system can automatically reply, enhancing both store response rate and buyer satisfaction.

Furthermore, with Duoke, you can also set the frequency of reaching buyers and reply intervals. This allows for targeted configurations based on different store buyer situations, maintaining automation efficiency while avoiding excessive disturbance to buyers.



When crafting auto-reply messages, avoid including sensitive information such as website URLs, contact details, or external links. This is not only a platform requirement but also prevents negative customer experiences due to inappropriate content.

Whether using Shopee's built-in auto-reply function or switching to Duoke AI Auto Reply, both can help ensure your store responds to buyers, thereby improving buyer satisfaction and response rate.



Duoke is an AI intelligent customer service reception tool that integrates customer messages from multiple platforms such as Lazada, Shopee, Tik Tok Shop, Mercado, Facebook, etc.It unifies the management of multiple platforms and multiple stores, and centrally and efficiently processes customer messages.