Setting Up Customer Messages Account Roles & Permissions
09/05/2025
Summary
What are the different account roles available in TikTok Shop Seller Center and their main permissions?
- There are three roles: Owner account (full permissions including editing and viewing analytics), Main administrator (similar to owner but no ownership rights), and Customer Service agent (limited permissions, can edit chat but cannot view analytics or personal/shop settings).
How can an owner manage user roles within TikTok Shop Seller Center?
- Owners can add, edit (except email), delete, deactivate, and reactivate users via My Account > Account Settings > User Management. Adding a user requires email confirmation within 120 hours to activate the account.
What happens when a user role is deactivated or deleted in TikTok Shop Seller Center?
- Deactivated users lose chat tool permissions but can be reactivated later. Deleted users lose all access and cannot log in again with their credentials.
What is the process for adding a new user role and activating it?
- Click "Add User," select role, enter email and language, then submit. The system sends an activation email that must be confirmed within 120 hours for the account to become active and appear under added users.
What chat permissions are associated with each role on TikTok Shop?
- Owner and Main administrator can edit chats and view/download service analytics; Customer Service agents can edit chats but cannot access analytics or personal/shop chat settings.
Roles and permissions
Roles | Chat permissions | ||||
| Chat | Personal settings | Shop chat settings | Chat assistant | Service analytics dashboard | |
| Owner account | Edit | Edit | Edit | Edit | View/Download |
| Main administrator | Edit | Edit | Edit | Edit | View/Download |
| Customer Service agent | Edit | Edit | View | View | Can’t view |
Roles configuration
2.1 Adding Roles
- Click [Add User] in the top right corner to add an agent. Select the role, email and default language.
- After entering the information, click "Submit".
- After submitting, the system will send an activation confirmation email to the email address of this account. This account needs to be confirmed by clicking the activation link in the email within 120 hours. After confirmation, the setting is successful.
- The pending sub-accounts will appear under the [invited user] list. After the activation is confirmed, the account will appear under the [added user] list.
2.2 Deleting Roles
In the User list, click the delete icon in the "Action" column for a user to delete the user. Once deleted, the user cannot use the account or password to log in to the TikTok Shop Seller Center.
2.3 Editing Roles
- In the User list, click the edit icon in the "Action" column to edit the user.
- You can edit the role, can't edit the email.
2.4 Deactivating& activating Roles
In the User list, click the deactivate icon in the "Action" column for a user to deactivate the user. Once deactivated, the user don't have permissions to the chat tool.
