Tiktok Shop Academy

Customer Messages Team Management

09/05/2025

Summary

What permissions and roles exist for managing customer service accounts on TikTok Shop, and who can access these settings?

  • Only shop managers (main account and administrators) can access and manage customer service accounts, including adding, editing, or deleting agent profiles.
  • Roles include shop owner, admin (advanced permissions like team management), and agents (basic chat permissions).

How can admins modify agent information and what are the key adjustable settings?

  • Admins can edit agent nicknames (subject to platform review), set maximum chat capacity (1-999, recommended not below 200), and toggle whether agents accept auto-assigned chats.
  • Accepting chats on means agents get system-assigned and manually assigned chats; off means no auto-assign but manual assignment is still possible.

What impact does setting the maximum chat capacity have on chat assignment and agent workload?

  • Setting maximum capacity controls how many chats an agent can handle simultaneously; too low (below 200) may negatively affect chat distribution and workload balance.
  • Proper capacity settings help optimize chat assignment efficiency across the team.

How does the auto-assignment toggle affect chat distribution among agents?

  • Turning on auto-assign enables agents to receive chats automatically from the system plus manual assignments from other agents.
  • Turning off auto-assign prevents automatic chat distribution but still allows manual chat assignment by other agents.

  1. Access

Access: Buyer Message - Setting - Team management
Permission: Only shop managers (main account and administrator) have permission to this page.
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  1. Agent accounts management

If you want to add, edit or delete customer service accounts, you can click [Manage accounts] to go the user management page to set it up.
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  1. View and modify agent information

The customer service agents information displayed here is:
  • Basic information: including avatar, nickname and email address.
  • Roles: including shop owner, admin and agents. Agents are granted basic permissions to chats; admins are granted advanced permissions, such as team management and shop settings.
  • Maximum capacity.
  • Open chats: the number of open chats for this account.
  • Accept chats: whether this account receives chats auto-assignment.
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As the admin, you can adjust:
  1. Nickname
Click the edit button next to the nickname, enter a new nickname and click save. Some names may trigger platform review, which will show under review status, and it will not take effect until the review is passed.
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  1. Maximum capacity
Click the eid button next to the number, enter a new value and click save. Here you can enter any number between 1-999. You can set it according to the number of agents and chats. Normally, it is recommended not to less than 200, otherwise it may affect the chat assignment.
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  1. Accept chats
Click the switch to adjust the status of the accounts.
  • Turning on the switch: Accept auto-assign chats means that the agent will receive chats automatically assigned by the system and chats assigned to the agent manually by other agents.
  • Turning off the switch: Do not accept auto-assign chats means that the agent will not receive chats automatically assigned by the system, but other agents can still manually assign a chat to the agent.
PreviousSetting Up Customer Messages Account Roles & Permissions