In this article, you will find information about how to integrate your Mercado Libre channel into the platform. You will also find details about questions in publications, after-sales messaging and the claims and mediation management feature (See ANNEX).

Estimated reading time: 06 minutes

SUBJECT INDEX

1. MERCADO LIBRE INTEGRATION ON THE PLATFORM
2. QUESTIONS ON POSTS
3. AFTER-SALES MESSAGING
4. ANNEX: CUSTOMER CLAIMS MANAGEMENT AND MEDIATIONS

At Botmaker, we offer the possibility of answering all the queries on your Mercado Libre publications efficiently. Optimize your response times and improve customer service.

Note: remember that to make this connection, you need a Mercado Libre account.

1. MERCADO LIBRE INTEGRATION ON THE PLATFORM

Now, let´s get started with the integration!

• Step 1: Go to Menu>Channels (https://go.botmaker.com/#/integrations/channels) and click on the Mercado Libre option. Then click on Connect.

• Step 2: Click on + Grant permissions to bot. A Mercado Libre tab will open, and you must log in to your account to grant permission to Botmaker.

You will also see this screen from the Mercado Libre site. Please remember not to delete it/them from there to ensure your bot won't lose access.

2. QUESTIONS ON POSTS

Questions on the posts channel

To integrate the Mercado Libre channel and answer users' questions about publications they are interested in, you must make sure that the "Questions in posts" option is enabled. In this sense, we have added a functionality to visualize the questions asked by the same user in the same order they asked them, and for the bot to answer the pre-sales questions, as detailed below. 

Based on the above, you need to consider the following features: 

• Conversations: When a user makes the first question in one of your posts, you will be able to answer that question and other new questions generated about that item. The questions will appear in order, as they were asked by a user.
• Answers: You will be able to have an individual answer for each question associated with a specific item.  It is important that you only answer with text. Options such as buttons, for example, are not supported by the channel.
• Scope: Responses should cover as many topics as possible. If the customer asks the same query for color and availability, both pieces of information should be provided in a single answer. Since Mercado Libre limits the response to a single line, all bot responses made at the same time will be grouped to form a single text. Anyway, you can see in the chats section the intents and texts that were triggered separately for a better understanding of the bot's behavior.
• Information: On the right panel of each chat conversation (per person and per item), you will be able to find information about the publication in which the inquiry was made. For example the status of the order (for post-sale cases), the price, the available stock, if it has shipping options or not, and other related information.

Note: Additionally, we have redesigned the chat screen to be similar to the Mercado Libre channel when answering pre-sale questions. Remember that, in this case, it is not a conversation, but a question-and-answer section. So, with this new design, it will be much easier for you not to leave questions unanswered. 

We also added the account nickname (in addition to the previous ID) as shown in the following images: 

3. AFTER-SALES MESSAGING

Integrate Mercado Libre's messaging service - Post-sale messaging.

The post-sale messaging channel allows you to answer messages about purchases already made. In this case, since the communication will be related to specific purchases, the features mentioned above do not apply. The following screen shows what the integration to answer messages about a previously made purchase looks like.

To integrate Mercado Libre's messaging into your bot, follow the steps below.

Step 1:

In Channels>Integrations, by clicking on Mercado Libre, the account(s) you have enabled will appear. Make sure you have the "Post-sale Messages" option activated.

Step 2:

In the Chats screen (Conversations>Chats), you will see the messages sent or received by the bot integrated with Mercado Libre's messaging service. Multiple messages, banners, images, and files can be sent.

4. ANNEX: CLAIMS MANAGEMENT AND MEDIATIONS

The claims and mediation management feature allows you to:

1) Identify when a claim was generated from a purchase.

2) Understand what was the reason for the claim.

3) Identify whether or not the complaint affected your reputation.

4) Check the date of response required by Mercado Libre

5) Automatically respond (through the bot) to the complaints and distinguish by type of complaint.

6) Obtain metrics of the claims and types of claims ( funnels dashboard by variable).

Management of an open claim on the Botmaker platform chat screen

You're all set! Your Mercado Libre account, along with the after-sales messaging service, has been successfully connected to Botmaker. Now you will be able to answer questions, track your sales faster, and manage your claims and mediations. 

Remember to visit our Help Center for further information

Written by: Botmaker Team

Updated: 12/14/2023