Key Features Overview

Updated Interface & Priority Inbox Layout

The enhanced eBay Messages layout provides a cleaner, highly organized view to manage high volumes of communication:

• Urgency-Based Prioritization: Important and time-sensitive items—including Item Not Received (INR) cases, Return Requests, and Account Warnings—are grouped and highlighted with clear visual indicators.

• Separation of Promotions: Low-priority promotional messages, seller marketing emails, and webinar invitations are kept distinct from critical, actionable customer inquiries.

• Unread Message Indicators: Quickly track pending messages and pending action items with clear unread badges and total item counters in your navigation sidebar.

Context-Aware Kai AI Reply Assistance

• Smart Item & Conversation Context: Kai AI automatically pulls item details, transaction context, and full conversation history to draft accurate, context-aware responses.

• Dedicated Entry Point: Easily launch AI support directly inside your conversation thread with the "Suggest reply with Kai" action button.

• Custom Instructions & Regeneration: Provide additional custom instructions (e.g., "Tell the customer that we are checking it carefully and very sorry for his trouble") to fine-tune and regenerate the AI suggestion.

• Support for Complex Requests: Handles common inquiries (shipping status, colors, product specifications) as well as more complex buyer queries, such as initial reply to return requests and delivery issues.

Full Seller Control (Human-in-the-Loop)

• No Automatic Sending: Kai AI never sends messages automatically to your buyers.

• Review & Edit Drafts: Every AI-generated response is loaded into an editable text view. You can review, refine, edit text, or attach photos before clicking Send reply.
   

How to Respond to Messages Using Kai AI?

Access Your eBay Messages in Yaballe

1. Log into your Yaballe dashboard.

2. Click eBay Messages on the left navigation panel.
   

Select a Conversation

1. Scan your Inbox list. High-priority messages (such as Escalation Risk or INR cases) display prominent tags and bold text.

2. Click on the message thread you wish to view and resolve.

Generate an AI Reply Suggestion

1. Below the buyer's message thread, click Suggest reply with Kai.

2. Kai AI will analyze the buyer's text and item context (e.g., displaying "Reading the buyer's message...") and draft a tailored reply.
   

Refine with Custom Instructions

1. If you need specific details included, click Add instructions.
   

2. Enter your guidance in the text prompt (e.g., prompt Kai to apologize for delays or specify a re-shipment timeline).
   

3. Click Regenerate to receive an updated draft matching your exact directions.
   

Review and Send

1. Check the finalized draft in the response window.

2. Edit the text manually if necessary, or click Add photos if visual evidence is required.

3. Click Send reply to send the message to your buyer on eBay.
   

FAQs

Will Kai AI ever send messages directly to my buyers without my permission?
No. Kai AI is strictly designed to assist you with drafting suggestions. Backend controls ensure that AI-generated replies are never sent automatically; you always maintain full manual oversight and must explicitly click Send reply.

Can I give Kai AI specific directions on how to handle a customer issue?
Yes. You can click Add instructions prior to or after generating a suggestion. Enter specific directions (e.g., asking for tracking verification or offering a specific resolution), and click Regenerate to update the draft.

How are high-urgency buyer messages separated from promotional noise?
The updated eBay Messages interface categorizes incoming mail so critical issues—such as Item Not Received (INR) cases, Return Requests, and official account warnings—are highlighted at the top with clear status badges, keeping general promotional emails separate.

What happens if Kai AI encounters an error or missing order context?
If context cannot be retrieved or a network timeout occurs, Yaballe displays an error state while keeping standard manual response tools available. You can continue typing and sending messages manually without interruption.

Can I attach images when sending an AI-assisted reply?
Yes. Once Kai AI generates a text draft, you can click Add photos to attach relevant images before sending the final message to the buyer.
 

Can I handle INR cases and return requests from within Yaballe? 
No. Yaballe’s eBay Messages syncs your eBay inbox and lets you reply to any message that eBay itself allows you to reply to. INR (Item Not Received) cases and return requests aren’t messages, so they can’t be handled here. You’ll still see notifications about them, since eBay sends those to your inbox. To respond to the case or request itself, log in to your eBay account.
 

Useful Links

Automatic messages
Grooming an eBay store - best Practices
ebay Customer care
Store Health and Maintenance