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Customer messages · 6 min read

How do you answer customer questions and use the AI draft?

You see your customer messages in one queue, give priority to the ones about to expire, and send the answer from Crossell or from the marketplace panel; if you like, you start from an AI draft.

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Before you start

  • Messages collects the customer questions of your connected marketplace accounts. In the menu it is Messages; the page itself is titled Customer inbox.
  • What you can do depends on your plan:
  • Starter: you see one store's questions and their reply deadlines; you answer in the marketplace panel.
  • Growth: the questions of all your stores appear in one place.
  • Scale: you send the answer from Crossell and use Saved replies.
  • Pro: AI reply drafts and translations are added.
  • Sending an answer is a person's decision: AI drafts never send by themselves.

Steps

Put the queue in order

  1. Open Customer inbox.
  2. Choose the Needs attention, Automatic answers or All threads view.
  3. To find expired ones, set the urgency under Advanced filters to Overdue or Due soon. To look for a message, type the subject or the buyer name.
  4. Press Refresh to see new arrivals.

Answer a question

  1. Select a message in the list. The conversation, order and product context open beside it.
  2. Check the deadline in the Reply by line at the top. If it has passed it reads Reply deadline passed.
  3. Write the answer in the Compose reply box. At least 10 characters are needed; the counter under the box shows the range the marketplace accepts.
  4. Press Send reply (⌘/Ctrl + Enter also sends). On Trendyol an answer is public and visible on the product page.
  5. When you are done, use Mark resolved.

If your plan is below Scale, or the marketplace does not accept replies from Crossell, a link such as Reply in the Trendyol seller panel appears instead of the box. Answer in the panel; it appears here at the next sync.

Saved replies and the AI draft

  1. On Scale, for answers you use often, pick one from Saved replies. The text is added to the reply box and you can edit it before sending.
  2. On Pro press Draft a reply. Generating a draft uses AI credits; press Generate draft in the confirmation.
  3. Read What this draft is based on together with the draft. Your past answers are only precedent, not proof of product facts.
  4. If the box already has text, choose Replace or Append for the draft. If you do not want the draft, press Discard draft.
  5. Read the text once from start to end and press Send reply.

What you should see

  • A sent answer is tracked under Reply audit as Queued, Sending or Sent.
  • If your working language differs from the marketplace language, the answer is translated to the marketplace language before it is sent (Pro).

Troubleshooting

  • This Trendyol question has already been answered: a second public answer to the same question cannot be sent.
  • The result is uncertain: it is not known whether the marketplace received the answer. Do not send the same answer again; review the connection status.
  • Sending is closed: the account's last sync may be old or failed. Follow the connection status link or see Troubleshooting.
  • For plan differences see Plans and billing.

Related guides

How do you manage your orders every day?You see the orders of all your marketplaces in one list, filter what must ship, get labels, and send actions to the marketplace from the order page.6 min readHow do you choose a plan and manage payments and invoices?On Plans and billing you compare and upgrade plans and manage your card and invoices in the Stripe portal; it also covers what happens when a payment fails.6 min read

Updated 2026-10-31