Messaging (SMM)

1) What SMM is

SMM is your shared inbox: it helps you read and reply to customer messages without switching between apps. The available channels (WhatsApp, Facebook, Instagram, Email…) depend on what your store has connected.

2) Open SMM

1. In the left menu, click SMM.
2. Click Open in new tab (if you see it).
3. SMM should open already logged in.

3) Reply to a conversation

1. Select a conversation on the left.
2. Read the last message.
3. Type your reply.
4. Click Send.

Optional tools (if enabled)

Depending on your setup, SMM may include extra tools to help your team answer faster and more consistently.

Send files (attachments)

1. Open a conversation.
2. Click the Attach button (paperclip) if you see it.
3. Select a file (image, PDF, etc.).
4. Send.

Tip: avoid sending sensitive data (IDs, bank info). Use test/demo files when possible.

Saved replies (canned responses)

Saved replies help you answer common questions with 1 click (shipping, opening hours, return policy…).

1. In a conversation, open Saved replies (name may vary).
2. Pick a template, then personalize it if needed.
3. Send.

Articles (knowledge base)

Articles are short help pages you can send to customers (FAQ, “How to return a product”, “How delivery works”…). They are useful to keep answers consistent.

• Create articles by category (Delivery, Payments, Returns…).
• Write the same article in multiple languages (English, French, Arabic) if your support is multilingual.
• Share an article link inside a conversation when a customer asks.

4) Good practices (simple)

• Answer fast (even a short “We’re checking” helps).
• Be clear: one idea per message.
• Confirm details: order number, name, phone when needed.
• Stay consistent: use the same tone as your brand.

5) If something looks wrong

If you can’t open SMM or it doesn’t load properly, start with:

1. Refresh the page.
2. Try opening in a private window.
3. Ask your manager or FAZABIZ support.

© 2026 FAZABIZ • User documentation