your MercadoLibre questions, answered by AI.
heysteff connects your MercadoLibre seller account as one more channel: questions on your listings and post-sale messages land in the unified inbox next to WhatsApp and Instagram, and Steff, the AI agent, answers them in copilot or automatic mode. It is available on every plan and uses one of the plan's channels.
Listing questions, one answer per question
When someone asks a question on a listing, it lands in the inbox and Steff reads the listing on MercadoLibre before answering: title, price, available quantity, attributes and description. With that, plus what you taught it in the knowledge base (shipping, warranty, returns), it answers with that listing's data instead of a generic reply.
On other channels heysteff waits a few seconds to group a customer's back-to-back messages. On MercadoLibre it does not: three questions get three answers, each to its own question. An answer to a question is public and cannot be edited later, so it pays to start in copilot mode: Steff drafts, your team reviews and approves with one click, and once you trust it you switch to automatic.
Post-sale messages: one purchase, one conversation
Messages the buyer sends after purchasing are grouped by purchase: what the buyer writes, what your team answers and a claim on that same purchase all sit in one conversation. To answer, Steff reads the order: its status, the products and the shipment status.
In Chile and Brazil, MercadoLibre runs its own AI agent that writes on the buyer's behalf. heysteff recognizes it and replies to it, since that agent is the one that carries the answer to the buyer.
If the purchase is a delivery to be arranged with the seller, Steff follows the policy you wrote in your knowledge base: arrange the delivery with your steps, or stay silent and leave it to your team. If there is no clear policy, it does not make up costs or timelines: it asks a person to review the conversation.
MercadoLibre's rules, checked before sending
MercadoLibre does not allow phone numbers, emails, links or social handles in replies, and it penalizes automated or repetitive messages. heysteff checks every reply before sending it, whether Steff or someone on your team wrote it. If the agent's reply contains contact details or runs over the allowed length, heysteff asks for one correction; if it is still wrong, it is not sent and the conversation escalates to a person.
It never starts conversations either: no campaigns, flows, cart recovery, review requests or scheduled messages go out through MercadoLibre. Only the reply to what the buyer wrote.
What it does and what it doesn't
| Situation | What heysteff does |
|---|---|
| Question on a listing | Steff answers with the listing's data, in copilot or automatic mode. Up to 2,000 characters, in a single message. |
| Post-sale message | Steff answers with the order and shipment status. Up to 350 characters, in a single message. |
| Claim | Lands as a note in that purchase's conversation and escalates to your team. The agent does not answer it. |
| Phone, email, link or social handle in the reply | Not sent. From the inbox or the API the send is rejected; the agent's reply gets one correction or escalates. |
| Campaigns, flows, carts, reviews | Never sent through MercadoLibre. heysteff only replies, it never starts. |
| Photos, product carousels, voice notes | No. MercadoLibre replies are text only. |
| Questions from before connecting | Saved in the inbox, but the agent does not answer them. |
| Countries | Argentina, Brazil, Chile, Colombia, Mexico, Peru and Uruguay. One account per country. |
| Plan | Every plan. Each connected account uses one of the plan's channels. |
How it connects
In Settings → Channels you pick your account's country and authorize it on MercadoLibre. One workspace can connect several accounts, one per country, and a seller account lives in a single workspace at a time. Old questions that were still unanswered are saved in the inbox, but the agent does not answer them: they could be months old.
If you sell on MercadoLibre and in your own store, both are handled in the same inbox. See how a seller sets it up in AI for MercadoLibre sellers; if your store runs on Shopify, in AI agent for Shopify.
Frequently asked questions
How do I answer MercadoLibre questions with AI?
Connect your MercadoLibre seller account to heysteff in Settings → Channels. From then on every new question on your listings lands in the inbox, and Steff, the AI agent, answers it with the listing's data and your knowledge base: in copilot mode your team approves each answer before it is published, and in automatic mode it goes out on its own.
Does heysteff also answer MercadoLibre post-sale messages?
Yes. Messages the buyer writes after the purchase are grouped into one conversation per purchase, and Steff answers with the order and shipment status. Each reply goes in a single message of up to 350 characters, which is what MercadoLibre accepts.
Can MercadoLibre penalize my account for using an AI agent?
MercadoLibre penalizes automated or repetitive messages started by the seller, and it bans phone numbers, emails, links and social handles. heysteff only answers what the buyer wrote, never starts messages on that channel, and checks every reply before sending it: if it contains contact details, it does not go out.
Which countries does the MercadoLibre integration support?
Argentina, Brazil, Chile, Colombia, Mexico, Peru and Uruguay. Each account connects in its own country, and one workspace can hold several accounts, one per country. Each connected account uses one of your plan's channels.
What happens with a MercadoLibre claim?
The agent does not answer claims. The claim lands as a note in that purchase's conversation and the conversation escalates to your team, so a person handles it on MercadoLibre.
Does the agent answer old questions when I connect my account?
No. Questions and messages from before the connection are saved in the inbox, but the agent does not answer them: some may be months old. From the moment you connect, it only answers what comes in new.
◆ next step
Connect your MercadoLibre account and let Steff answer your questions with each listing's data.
You might also like: AI for MercadoLibre sellers, copilot mode, Bsale integration, API integrations and pricing.