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FAQ Auto-Reply Setup Guide

Set up smart auto-replies to handle common questions while you focus on selling.

Basic FAQ Rules

Creating a Rule

  1. Open BuzzChat → FAQ tab
  2. Click + Add Rule
  3. Fill in:
    • Trigger keywords: Words that trigger this reply (comma-separated)
    • Reply message: What BuzzChat sends
    • Match mode: Any word or All words
  4. Click Save

Example Rules

Trigger Keywords Reply
shipping, ship, deliver We ship within 24 hours! Free shipping over $50 🚚
size, sizing, fit Check the size chart in the listing! DM me if you need help 📏
payment, pay, checkout We accept all major cards! Payment due within 24h of claim ✅
return, refund 7-day returns on unworn items. See our policy in bio 📋
bundle, discount Bundle 3+ items for 15% off! Just ask 🎉
available, stock Check what's available in the pinned inventory list! 📦

Advanced: AI Intent Detection (Pro)

With Pro tier, BuzzChat uses AI to understand intent, not just keywords.

How It Works

Without AI (Free):

  • Buyer: "how much for the red one?"
  • ❌ No match (no keyword)

With AI (Pro):

  • Buyer: "how much for the red one?"
  • ✅ Detected: PRICE_INQUIRY intent
  • Reply: "Which item are you asking about? Check the pinned list for prices! 💰"

AI Intent Categories

Intent What It Detects
PRICE_INQUIRY "how much", "what's the price", "cost"
AVAILABILITY "is this available", "still have", "in stock"
SHIPPING "do you ship to", "shipping cost", "delivery"
SIZE_FIT "what size", "does it fit", "measurements"
PURCHASE "SOLD", "I'll take it", "mine", "claiming"
GREETING "hey", "hi", "hello", "what's up"

Enable AI Intent Detection

  1. Upgrade to Pro tier
  2. Go to Settings → AI Features
  3. Toggle Intent Detection ON
  4. (Optional) Add your Anthropic API key for higher limits

Template Packs

Don't want to write FAQs from scratch? Use our pre-made packs:

  1. Go to FAQ tab
  2. Click 📦 Load Template Pack
  3. Choose a pack:
    • 👟 Sneaker Seller
    • 👗 Fashion & Clothing
    • 📱 Electronics
    • 🎴 Collectibles & Vintage
    • 💄 Beauty & Cosmetics
    • ⚾ Sports Memorabilia
    • 🛒 General Seller
  4. Click Import

Packs merge with your existing rules (no duplicates).

Pro Tips

  1. Be specific — "shipping" catches more than "ship to canada"
  2. Use emojis — They catch attention in busy chats
  3. Keep replies short — Under 200 characters is best
  4. Test your rules — Use Demo Mode to simulate messages
  5. Review analytics — See which FAQs trigger most often

Troubleshooting

FAQ not triggering?

  • Check if Bot is Active
  • Verify keywords match (case-insensitive)
  • Check match mode (Any vs All)
  • Make sure you haven't hit tier limits

Too many false positives?

  • Use more specific keywords
  • Switch to "All words" match mode
  • Enable AI intent for smarter matching

← Back to Getting Started