Mekari Qontak provides a bot feature that can help you manage conversations with buyers through Shopee Chat and Tokopedia Chat.
Bots can help provide automatic responses based on the flow or capabilities you have set. On both channels, bots can be used through the Flow Builder chatbot or the AI Agent.
Before using bots on Shopee Chat and Tokopedia Chat, there are several terms and limitations you need to understand. This guide will discuss these points along with how to use bots on each channel.
A. How Bots Work on E-Commerce Channels
Once Shopee Chat or Tokopedia Chat is connected to Qontak, every message sent by buyers will enter the Qontak inbox. If the bot is active on that channel, the bot will respond first and forward the conversation to the team when necessary.
The bot will only respond after the buyer sends a message. The bot cannot initiate conversations or send promotions independently.
There are two types of bots available: the Flow Builder chatbot that follows the conversation flow you create, and the AI Agent that responds based on the available knowledge.
Bot responses on Shopee Chat and Tokopedia Chat are text messages that buyers can read directly through their respective apps.
All conversations handled by the bot are recorded on the Inbox page in Mekari Qontak, allowing the team to take over the conversation at any time if needed.
B. Things to Do and Avoid When Using Bots
To ensure optimal use of bots on Shopee Chat and Tokopedia Chat, there are several points to consider in their setup and use.
Recommended Practices
| Recommended Practices | How to Implement |
| Answer the questions buyers actually ask | Most e-commerce chats relate to stock, size or variants, delivery time, and order status. Ensure the bot can handle these questions first. |
| Keep responses short and simple | Buyers read chats via the Shopee or Tokopedia apps on their phones. Use two to four short sentences to make it easier to read rather than one long paragraph. |
| Provide options in a numbered list format | Use numbered lists to give buyers choices. Example: “Reply with a number: 1. Stock & variants 2. Shipping 3. Contact our team.” |
| Offer an option to connect with the team | Give clear instructions, such as “Type AGENT to connect with our team,” and ensure the bot forwards the conversation to the team when the buyer appears confused or needs further assistance. |
| Ask buyers to type the product name or order number | If the question depends on a specific product or order, ask buyers to type the product name or order number. See the Limitations to Know section for further explanation. |
| Provide complete knowledge to the AI Agent | Complete the knowledge base with relevant FAQs, such as shipping policies, returns/refunds, size guides, and business hours. The quality of AI Agent responses depends on the information provided. |
| Test the bot with buyer questions before use | Use real example questions buyers actually send, including everyday language and typos. Make sure the bot’s responses sound natural when read through the marketplace app. |
Things to Avoid
| Things to Avoid | Reason |
| Relying on buttons, images, or carousels in bot responses | Bot responses on Shopee Chat and Tokopedia Chat are sent as text. Buttons or image cards cannot be used in bot responses. Use text-based instructions instead. |
| Directing buyers outside the marketplace |
Asking buyers to switch to WhatsApp, make payments via bank transfer, or continue transactions outside the marketplace can violate Shopee and Tokopedia policies. This may also result in the store being sanctioned by the marketplace. Ensure all conversations and transactions remain within the platform. |
| Requesting personal data or payment information from buyers | Bots must not ask for phone numbers, card numbers, or proof of payment outside the flow provided by the marketplace. This can violate marketplace policies and reduce buyer trust. |
| Assuming the bot can read attached product or order cards | When buyers select chat about this product or attach an order, the bot only receives the text typed by the buyer, not the details on product or order cards. Ask buyers to mention the product name or order number directly. |
| Creating long and layered menu structures | Without buttons, buyers need to type responses at each menu level. Limit menus to one or two levels, then provide answers or forward the conversation to the team. |
| Using bots for promotions or broadcasts | On e-commerce channels, bots can only respond to incoming chats from buyers. Use bots to assist with service or sales questions, not to proactively send promotions or campaigns. |
| Leaving the bot without alternative answers | If the bot does not understand the buyer’s question, it should politely communicate this and offer an option to connect with the team. Do not leave buyers without a response or stuck in repetitive menus. |
C. Limitations to Know
Here are some limitations you need to be aware of when using bots on e-commerce channels. Understanding these limitations will help you adjust the bot’s flow and responses to align with the way each channel works.
| Limitation | Meaning | What Can Be Done |
| Bot responses are text only | Buttons, quick replies, image cards, and carousels are not available in bot responses on Shopee Chat and Tokopedia Chat. | Use short text and numbered options, for example: “Reply 1 for stock, 2 for shipping, and so on.” |
| Bot cannot read product and order cards | Your team can see product or order cards in the Qontak inbox, but the bot only receives messages typed by buyers. | Ask buyers to type the product name or order number. |
| Bot cannot initiate conversations | The bot can only respond after the buyer sends a message first. The bot cannot send messages or broadcasts independently via marketplace chat. |
Use promotional features available on the marketplace for outreach needs and use the bot to handle buyer responses. |
| Marketplace policies still apply | Shopee and Tokopedia can monitor chat content. Asking for contact details, directing buyers to external links, or giving payment instructions outside the platform can cause warnings or sanctions. | Ensure bot responses comply with each marketplace chat policy before use. |
| Too long responses can be hard to read | Marketplace chats are designed for short messages. Long bot responses are harder to read on phones and can reduce buyer comfort. | Use several short sentences and break complex topics into multiple questions or steps. |
| WhatsApp-specific features are not available on e-commerce channels | Features like message templates and interactive buttons available on WhatsApp cannot be used on e-commerce chats. | Adjust bot flows for each channel and do not use WhatsApp flows directly without modification. |
Important
WhatsApp bot flows cannot be used directly on Shopee Chat or Tokopedia Chat. Adjust each step according to the channel’s characteristics, including replacing buttons and media with text, then test before activating.
D. FAQ: Using Bots on E-Commerce Channels
Can the same bot be used for WhatsApp and e-commerce channels?
Yes, but the flow needs to be reviewed first. Steps that use buttons, images, or WhatsApp templates must be changed to text for Shopee Chat and Tokopedia Chat. For e-commerce channels, it’s better to use simpler flows tailored to the characteristics of each channel.Which is more suitable for e-commerce chat, Flow Builder or AI Agent?
Both can be used. Flow Builder is more suitable if buyer questions are predictable, such as questions about stock, shipping, or returns, and you want to organize the flow and response texts more structurally. AI Agent is better if buyers can ask questions in various ways and you want the bot to answer based on the provided knowledge. You can also start with a simple Flow Builder and add AI Agent as needed.Why does the bot give general answers when buyers ask about specific products?
The bot cannot read details on product cards attached in chat. It only receives text typed by buyers. To enable the bot to provide appropriate answers, ask buyers to type the product name.Can the bot still respond outside business hours?
Yes. The bot can respond automatically anytime, including outside business hours. If needed, the team can follow up on conversations that require further handling afterward.-
Can the marketplace impose sanctions on bot responses?
Yes. Shopee and Tokopedia chat policies apply to every message sent from the store, whether by a human or bot. Therefore, ensure bot responses comply with each marketplace policy and that all conversations and transactions remain within the platform.If you need assistance regarding bot use on e-commerce channels, contact the Qontak Support team.