Frequently Asked Questions

An auto-reply sends fixed text regardless of what the buyer asked. Shopao reads the actual question, checks your Mercado Libre listing data ( price, stock, variants, dimensions, shipping ) and builds a specific answer, including alternatives from your catalog when it makes sense. It's the difference between an answering machine and someone on your team who knows what you sell.

Not if you connect in review mode. In that mode Shopao sends nothing to Mercado Libre: it only leaves the suggested answer in your dashboard so you can compare it with the one your current tool gave. Both can coexist for as long as you want and the buyer notices no difference. When you decide Shopao answers better, you switch on automatic and turn the other one off.

Shopao connects through Mercado Libre's official protocol (OAuth) and answers through its public API, like any authorized tool. It does not simulate a browser or automate your session. Answers go out from your account, signed by your store, as if you wrote them yourself.

They answer in the first person, as your store, in the tone you configure. You define the rules the agent must follow: warranty policy, shipping, what to answer and what not to. Shopao doesn't invent information: it uses the real data from your listings and your seller profile.

Yes. The same agent covers post-sale: it answers shipping questions ("when does it arrive?"), usage questions and policy questions, checking the real order status. It can also send a preventive message as soon as the purchase is confirmed, opening the channel before a problem appears.

The agent distinguishes between asking for information (it answers on its own) and asking for an action (it escalates to you). If a buyer wants to return a product, claim a warranty or reports a payment, the agent stops the automatic reply and alerts you so you can take over.

You decide. You can work in review mode ( every answer lands in your dashboard to approve, edit or reject with one click ) or leave the agent on automatic for the hours you define, for example outside business hours. You can switch between the two modes whenever you want.

It automatically checks your Mercado Libre listing data: title, description, attributes and variants. It also uses the seller profile you configure once ( warranty, shipping, returns, dispatch hours ) plus any notes you add to specific listings.

Yes. You can create product groups in your dashboard: "same family" (the 128GB and the 256GB model) or "complementary" (headphones + case + charger). When the agent answers, it includes alternatives from the group if it makes sense. You configure which groups are used and on which listings.

Under 2 minutes. You click "Connect my Mercado Libre store", Mercado Libre asks for authorization, and that's it. Then you sync your listings with one button and the agent starts working in that same session. No technical knowledge needed.

Shopao connects through Mercado Libre's official protocol (OAuth). Your username and password never touch our servers: we operate with an access token that you authorize yourself and can revoke at any time from the security panel of your Mercado Libre account.

It doesn't guess. If the answer isn't in your listing or your profile, the agent stops and escalates the question to you. We'd rather a question reach your hands than answer a buyer with a fact we can't verify.

It's designed not to: the agent only answers with data that actually exists in your MercadoLibre listing or in the seller profile you configured (warranty, shipping, returns). When a piece of information isn't available, the system doesn't fill the gap with a plausible-sounding answer — it stops the automatic reply and escalates the question to you. The more complete your seller profile is, the fewer questions need your input.

Yes. The agent can answer around the clock, including the overnight window where close to half of a typical MercadoLibre seller's questions arrive, according to Shopao's own data. You decide the auto-send hours: keep it always on, or only outside your business hours while you review the rest manually.

Each plan has a fixed limit. Starter, Pro, and Scale each include a monthly quota of agent responses, with no extra charge per question within that quota. You know upfront what you'll pay that month, whether it's a busy week or a slow one.

Most AI tools receive a package of information —your listing, some rules— and write with that. If the needed fact wasn't in the package, the model fills the gap with whatever sounds reasonable. Shopao works the other way around: for each question it decides what information it needs, goes and looks it up against your live listing, verifies it before asserting anything, and can chain several steps —such as searching your catalog for a concrete alternative— before writing. If the fact doesn't exist anywhere, it doesn't answer: it escalates to you.

No. The model layer is swappable by design: the agent, its rules and its verification steps do not depend on any specific provider. We have already switched model providers in production without rewriting the agent and without any seller having to change a thing.