Custom replies
Write your own answers for common shopper questions like shipping times or returns, so the Yedric assistant replies with exactly your wording.
Custom replies are answers you write yourself for the questions shoppers ask most, such as shipping times, your returns process, or whether a product is vegan. When a shopper asks one of them, your assistant answers from what you wrote. They work on every plan and need no switch.
Open them from Capabilities > Custom replies.
[image:Screenshot of the Yedric Custom replies page in the Shopify admin (Apps > Yedric > Capabilities > Custom replies), desktop width 1600 by 900, showing the “Your replies” list with a few question and answer rows, the “Suggested questions” section, and a “Suggested replies” section with one knowledge gap suggestion. Spotlight the “Add reply” button at the top of the page.]
Adding a reply
Section titled “Adding a reply”- Click Add reply.
- In When a shopper asks, write the question the way a shopper would, for example “Do you ship to Canada?”. Up to 300 characters.
- In Your assistant answers, write the answer. Up to 5,000 characters.
- Click Save.
Your replies are listed under Your replies. Use the edit and delete icons on each row to change or remove one.
A reply takes a moment to become available to your assistant after you save it.
Suggested replies
Section titled “Suggested replies”Yedric suggests replies for you to review. Nothing reaches your assistant until you accept it. Each suggestion says where it came from:
- Shoppers asked this and your assistant had no answer: A question your store’s content does not answer, with how many conversations asked it. Yedric looks for these every week.
- Imported: A row from a file you imported.
Edit the Question and write the Answer, then click Add reply. Dismiss removes a suggestion you do not want.
You can also turn a knowledge gap into a draft reply from Shopify Sidekick.
Importing from another help desk
Section titled “Importing from another help desk”Under Import from another help desk, upload a CSV export from Help Scout, Gorgias or Zendesk, or any sheet with a question column and an answer column. Choose the Question column and Answer column (Yedric guesses them from the headers), then click Import rows.
Each row becomes a suggested reply for you to review, so nothing goes live by itself. An import takes up to 500 rows, and a file of up to a few thousand rows.
Suggested questions
Section titled “Suggested questions”Suggested questions are the chips a shopper can tap when they open the chat, so they know what to ask.
- Show starter questions: Yedric picks them from your setup: order help appears only when Order lookup is on, and asking for a person only when your team takes chats.
- Also show your newest three replies as questions: Adds your three most recent custom replies as chips.
How the chips are laid out is set in Settings.
Publish them as a help page
Section titled “Publish them as a help page”Your custom replies can also be a help and FAQ page on your store, at /apps/yedric/help, with a button that opens your assistant. Turn it on under Help page in Settings.