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Each skill is one specific job to teach an AI staff member you already have in Solo Agent. A connection lets your staff work in an app you already use. Download Solo Agent

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    Reply to bad reviews & complaints

    Paste a 1-star review or complaint, get 3 calm replies that follow your policies and can be pasted straight onto the platform. At 11 p.m., your phone shows a 1-star review. You want to type an explanation right away, but on Shopee, sent replies are often hard to edit. The Reply to bad reviews & complaints skill handles exactly this: paste the customer's exact words or a screenshot, say what you have checked and how you want to handle it. This skill prepares calm replies that do not argue or promise more than your policy allows. What this skill does for you Understand what the customer wants: an apology, an exchange, a refund or simply to be heard; identify whether the situation is routine, urgent or sensitive. Classify the customer's issue: late delivery, defective item, wrong or missing item, not as pictured, wrong fit, slow message replies, a discount code that could not be applied, or a review that may be meant for another seller. Check your exchange and return policy: if it is covered, clearly state the next step; if it is not, reply gently and leave [shop decides: ...] for you to choose. Write in 3 tones: sincere – formal, friendly – approachable, concise – professional, at the right length for each place (2–4 sentences on the platform, longer in private messages). Prepare an additional private message when needed, inviting the customer to chat on the platform and send the order number, photos or an unboxing video. Suggest 1–3 internal improvements: size charts, better protective packaging or message duty shifts. Assign the task with just one message "Shopee, 1 star: 'I waited 6 days to receive it, the sleeve seam came undone, and no one replied to my messages for 2 days.' The sewing defect is real; the shop will exchange it for a new shirt and cover shipping both ways." If you have not said what you were able to check, this skill will not decide who is at fault; the reply will ask for more information first. Your saved exchange and return policy will be used automatically. What you get Right in the chat: what happened, what the customer wants and how serious it is; 3 ready-to-paste options; a private message if needed; internal improvements to make; and the [...] sections you need to fill in. For return and refund requests: a conclusion based on your policy, with the reason. Once you choose, ask it to copy that option and simply paste it. Example (sincere tone): "We are very sorry that you had to wait so long and received a shirt with a loose seam. We will exchange it for a new one and cover shipping both ways. Please message us through Shopee chat so we can handle it right away. From now on, we will check every seam carefully before packing." What makes this different from a regular AI question Written for future readers. A public reply has 4 points: acknowledge the issue, apologize for the experience, explain the solution and commit to improving. It does not copy the complaint or reveal the customer's order number or phone number. Apologize without admitting unverified fault. The reply will not say "the shop is fully responsible" or "the shop will compensate you" before you have checked. No gifts in exchange for changing a review. It will not ask the customer to delete the review, invite them to transact outside the platform, or provide Zalo or a phone number when they bought through the platform. Special handling for sensitive cases. If a customer reports an allergy, suspects a counterfeit, threatens legal action or threatens to "expose" the shop: ask about their situation first, do not diagnose, do not claim "100% authentic" without documentation, keep the public reply brief and invite them to continue privately, and remind you to save the full conversation. This is a good fit if You have just received a bad review and are afraid of replying while angry. A customer wants a refund because the item does not fit, while your policy only allows size exchanges. A customer threatens to post an "exposé" in a Facebook group. Your shop, restaurant or spa is on Google Maps and you want to reply to reviews professionally. What to prepare Required: the exact review or complaint (you can paste several at once), and where it was posted: Shopee, TikTok Shop, Lazada, Google Maps, Fanpage or private message. Makes the reply stronger: screenshots, what you were able to check, how you want to handle it and your exchange and return policy. Outside this skill's scope It will not post replies or message customers for you; you paste them yourself. It will not make up platform rules (deadlines or fees); it will not discuss legal action for you. Ask a lawyer about complex cases. Daily questions about price, size or availability → use Draft replies to customer messages in the Sales Starter Kit. Reading hundreds of reviews to find what needs fixing → use Summarize customer reviews & comments. Use it in Solo Agent After buying, assign this skill to an existing AI staff member on your team, or create a new one to handle it. One AI staff member can have multiple skills; the assistant sends each request to the right person with the right skill. Often used with: Summarize customer reviews & comments · Customer care message sequence

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    Customer care message sequences (Zalo, email, SMS)

    Prepare Zalo OA, email and SMS message scripts for the full customer journey: after purchase, review requests and return invitations—sent at the right time without bothering customers. Many businesses only message customers about promotions, sending the same message to everyone at once. Customers who are making complaints may even be invited to buy more. The Customer care message sequences skill solves exactly this: tell it what you sell, how long the product lasts, and whether you have Zalo OA, email or SMS. It prepares the complete scripts: which message to send when, through which channel, and when each customer leaves the sequence, ready for you to set up in your messaging tool. What this skill does for you Build up to 6 message sequences: welcome new customers, after purchase – usage guidance, review requests, upsell suggestions, win-back messages for inactive customers and birthday wishes. If you do not choose, the 3 best-fit sequences are selected for you. Set timing based on real milestones: delivery date, purchase date and how long the product lasts. Each customer receives no more than 1 marketing message per week across all sequences. Choose a channel for each message: prioritize Zalo OA for guidance and after-sales care, use email for longer messages with many images, and use SMS only for short, important messages. Write each message to the right channel length, leaving space for [Name], [Purchased product] and [Discount code] for personalization. Add an opt-out sentence to every marketing message, and record stop conditions for each sequence: customer bought again, opted out, is making a complaint or has returned the product. Prepare a "Before setup" section: save proof that customers agreed to receive messages, approve Zalo message templates and register the SMS brand name. Assign the task with just one message "Cosmetics shop; sunscreen runs out in about 2 months. Create post-purchase, review-request and win-back sequences through Zalo OA and email. Returning customers get 10% off orders from 300k, valid for 14 days." If the industry or channel is missing, you will be asked once, with up to 3 questions combined. What you get An Excel sending schedule in cham-soc-khach/ (default): one row per message with the sequence, send timing, channel, message type, email subject, content, character count, personalization fields, stop condition and setup notes; plus a Rules sheet. Or a Word script, with one section per sequence. The app asks before saving. Example of a Zalo OA message sent on the delivery date: "Hi [Name], your [Purchased product] has been delivered. Apply it about 15 minutes before going out in the sun so the cream spreads evenly. If anything is not right, message the shop here." How this skill differs from a regular AI prompt Based on rules, not inspiration. Scripts follow personal data and anti-spam rules: send advertising only to people who have agreed, include an opt-out method in every message, and send advertising SMS during permitted hours. This is not legal advice; you are reminded to check current regulations. Phone numbers from marketplace orders cannot be used. Numbers customers leave on Shopee, TikTok Shop and Lazada are for delivery; these customers must not be added to Zalo, SMS or email sequences. No invented promotions or fake urgency. If there is no promotion, use [...]; do not write "only 2 hours left" when it is untrue. SMS characters are counted correctly. Messages with Vietnamese accents usually allow only 70 characters per message, while unaccented messages allow about 160; the character count for each message is included so it is not charged as two messages. Good for you if You already have a Zalo OA with a few hundred followers but do not know what to send beyond promotions. Your products run out and customers buy again: cosmetics, food, diapers and formula. You run a spa, salon or service with returning customers and want to remind them at the right time without bothering them. You want genuine reviews without messaging everyone one by one. What to prepare Required: what you sell, how long it lasts, and the channels you have (Zalo OA, email, branded SMS). Helpful: approved promotions; a customer file to check which columns are available (purchase date, birth date, consent to receive messages) for personalization. Customer names and phone numbers are not copied into the chat or scripts. A tool for setting up the scripts: the Zalo OA management page, email-sending software or an SMS provider. Outside this skill's scope It does not send any messages; the app does not connect to Zalo, email or mobile networks. You set up and send the messages yourself. It does not promise Zalo or carrier prices or sending limits; these often change. To filter past customers from an order file and write a one-time repurchase reminder, use Remind past customers to repurchase in Sales Starter Kit. To reply to customers making complaints, use Reply to bad reviews & complaints. Using it in Solo Agent After purchase, assign this skill to an existing staff member on your team, or create a new staff member to handle it. One staff member can have multiple skills; the assistant sends each request to the right person with the relevant skill. Often used with: Design a promotion · Extract insights from customer reviews & comments · Reply to bad reviews & complaints

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    Extract Insights from Customer Reviews & Comments

    Provide a few hundred reviews or comments and get back what customers complain about most, what they genuinely praise, and the words they use for your content. Marketplace reviews, Facebook comments, and survey responses pile up every week. Skimming them means remembering a few of the harshest comments and making changes by feel. Reading them carefully takes time no one has. The Extract Insights from Customer Reviews & Comments skill handles exactly this: upload a review file to the chat or paste comments directly. Every comment is read verbatim, grouped into topics with frequency counts, and what many customers say is clearly separated from what only one person says. What this skill does for you Source inventory: what each file contains, how many rows, and the date range; count opinions by star rating and by product. Assign each opinion a praise or complaint topic: quality, size and color (fashion), or scent and texture (cosmetics), whether it matches the photos, packaging, delivery, advice, and price. Mistakes and missing items on your side are separated from delays caused by the delivery provider. Count accurately for each topic and rank them by frequency, multiplied by severity: "will never buy again" carries more weight than "delivery was a little slow". Record the confidence level for each conclusion: High (stated by 5 or more customers), Medium, or Low (1–2 people), with 2–3 representative verbatim quotes. Suggest up to 5 things to improve: what to fix, whether it takes a lot or a little effort, and which number to check next month to see whether things have improved. Collect the customers' words: praise phrases they repeat and concerns before buying, such as "afraid it will feel greasy" or "afraid it won't fit", so you can write openings, ads, and product descriptions. Assign the task with one message "Please read the September–October Shopee reviews and tell me what customers complain about and praise most." (attach the Excel review file) If the content column cannot be identified, you will be asked one question. If there are fewer than 10 opinions, or only star ratings with no text, this skill suggests 3–5 short questions for you to ask customers who have already bought. What you receive Two Excel files in y-kien-khach/: a detailed file (one opinion per row, with the topic and customer quote) and a summary file (Overview, Topics, By product, Actions, Customer words). The app asks before saving. A chat summary: number of opinions read, average rating, the most common complaints and praise, and recommended actions. Example: "Top complaint: packaging – 14 times (confidence: High) – 'the box was crushed on one corner'. Action: add shock protection for cream orders, then recount 1–2-star reviews mentioning the box next month." What makes this skill different from a regular AI question It does not say "the majority" when only a few people say something. Every topic has a count and confidence level; opinions from 1–2 people are marked for further monitoring. Quotes are verbatim, not polished. They may only be shortened, with names and phone numbers replaced by [name] and [phone number]. Account names, addresses, and order codes never leave the original file. Counting is done by the app. Each opinion is saved to the detailed file, then the app counts by topic, so the topic totals match the number of opinions read. It identifies biased sources. Marketplace reviews tend to come from people who are very pleased or very upset, while complaint messages only contain bad experiences; conclusions clearly state this. This is a good fit if Your product suddenly gets more 1–2-star reviews and you are not sure why. You are about to rewrite a product description or create a new ad and want to use the words customers actually say. You have just run a Google Form survey with hundreds of free-text responses. You provide services (spa, classes, house cleaning) and want to know what customers think about attitude, scheduling, and price. What to prepare One of these is required: an opinion file (Excel/CSV exported from a marketplace, comments copied into Excel, survey results, or Word/PDF notes), or paste opinions into the chat, one opinion per line. This skill does not access marketplaces or Facebook to collect reviews. Helpful if available: whether you want to use the results to improve the product, collect wording for content, or both; and the product or date range to filter. Outside the scope of this skill It does not reply to comments, publish posts, or message customers. It does not put praise in a post as a testimonial before you have asked the customer for permission; this skill only provides the words for you to rewrite. Draft replies to individual bad reviews → use Reply to Bad Reviews & Complaints. It does not calculate revenue or profit and loss → use Shop Business Analysis. Use in Solo Agent After buying, assign this skill to an existing AI staff member on your team, or create a new AI staff member to handle it. One AI staff member can have multiple skills; the assistant directs each request to the right person with the appropriate skill. Often used together: Reply to Bad Reviews & Complaints · Make Content & Offers More Persuasive · Write Fanpage Posts

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    99.000 ₫