TikTok for Shopify: Customer Engagement Tools

10/01/2025

App & Service StoreMy App & Service

Summary

What new customer engagement tools are available in the TikTok for Shopify app update, and how can sellers use them to drive sales?

Sellers can create manual and automated outreach plans targeting specific customer groups like recent, repeat, lapsed, or abandoned cart customers to boost sales and engagement.
The tools include customizable message templates, scheduling options, and a dashboard to track plan performance and sales impact over 30 days.

What are the predefined customer groups sellers can target with these engagement plans, and can sellers create custom groups?

Customer groups include recent, repeat, frequent, lapsed, potential new, abandoned cart, incomplete checkout, post-purchase thank you, and price drop reminder segments.
Sellers cannot create custom groups; they must select from these fixed predefined customer segments.

How do sellers build, manage, and review their customer outreach plans within the Seller Center?

Sellers name their plan, select manual or automated type, set send time, choose communication channel (chat), and pick message templates tailored to each group.
Plans can be drafted, scheduled, duplicated, or deactivated but cannot be edited after submission; performance data updates 24 hours post-launch.

What insights and data can sellers access from the CRM data overview dashboard to evaluate their customer engagement efforts?

The dashboard shows GMV and order counts generated via CRM tools in the past 30 days, plus total recipients and read rates of CRM messages, helping sellers analyze customer segmentation and outreach effectiveness.

Are there any limitations or rules regarding message frequency, product inclusion, and customer opt-out options sellers should be aware of?

Sellers can include up to 4 products per message; customers receive only one broadcast per seller per week and up to three messages daily from different sellers.
Customers can block or unsubscribe from receiving seller messages via a provided link, limiting outreach frequency and respecting customer preferences.

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Overview

In the latest update of the TikTok for Shopify app, the "Marketing" section of the channel app now features Customer Engagement tools. With this, sellers can build both manual and automated customer outreach plans to help drive sales with customers and assess their performance with our data overview dashboard.

Customer Engagement Key Features

Selecting your target customer group Sellers can create dedicated messaging plans for different customer groups by clicking "Create plan". The current customer groups available are: Manual Plans: Recent customers: People who've made their first purchase in your shop in the past 90 days. Repeat customers: People who've previously placed orders in your shop and made another purchase within 90 days. Frequent customers: Customers with more than 1 purchase within the last 90 days. Lapsed customers: Customers with at least 1 purchase in the past 365 days but have no purchases within the last 30 days. Potential new customers: Customers who have favorited/added to cart at least one item from this store in the past 30 days and have never placed an order in this store Automated Plans: Abandoned cart customers: Customers who have added an item from the shop to the shopping cart but haven't completed the purchase after 48 hours. Incomplete checkout customers: Customers who were in checkout page, however did not place an order or did not complete the payment after 48 hours. Post-purchase thank you: Customers who just made a purchase from your shop. Price drop reminders: Notifiy customers of recent price drops of items in their shopping cart
Building your customer outreach plan After selecting a target customer group, sellers can build their plan. To do so, sellers will need to include: Plan name: Set the name of your plan (no more than 100 characters). There will be default plan name set up for you based on your targeted customer group and time that you created the plan (e.g. Recent customers 01/09/2023 06:09:30) if you don't modify the name. Plan type: Pre-fixed. Your plan type will be determined as either manual or auto, based on the selected customer group. With a manual plan, you'll create a template for each instance. In contrast, an auto plan triggers automatically after its initial creation, sending according to the duration you set, provided your customer meets the criteria of the assigned customer group (currently applicable to abandoned cart and incomplete checkout customers). Send time: Set time for the message to be sent, whether to send it right away or schedule it to be sent at a specific time. Communication Channel: Chat (Namely, buyer messages) Message: Choose different message templates for different groups of customers. For now, the general message templates are categorized in different scenarios. You can change the template based on your preferences.
Reviewing your customer outreach When creating your plan, you'll be able to review your content and plan details.
Managing your customer outreach plans In the Customer Management section (click "x plans ongoing" in Customer Outreach), you will be able to manage the plans that you have confirmed, drafted or scheduled and take action on them. You will also be able to see the performance results of each plan and overall performance. Please note that the performance data will take 24 hours to show up after the plan is created.
Review CRM sales data and insights The data overview dashboard provides sales data and insights regarding customers' segmentation and historical analysis. Through this dashboard, sellers will be able to understand: GMV generated in the past 30 days because of using CRM tools Number of orders in the past 30 days because of using CRM tools Total number of recipients that have received your CRM messages in the past 30 days Total number of recipients that have read your CRM messages in the past 30 days

Learn more about our customer engagement tools and the Seller Center experience here.

Questions	Answers
Can I access create coupons from my Shopify admin?	To create coupons and attach them to your CRM plans, please access the customer tools via Seller Center. Learn more here.
Can sellers create their own criteria for the seller group?	No, the seller groups set in the Customer Groups module are fixed. Customers can only choose the target audience from those groups.
Can sellers view the details of each message that they have sent to customers?	Yes, sellers can view the details of each broadcast and see the recipient quantities of each broadcast.
How many products can sellers include in the message?	4 products
Can sellers edit the plan created once they are submitted?	No, sellers can only edit the broadcast that they save as a draft. Sellers can only view details of plans they set to "send now" and duplicate the plans. Sellers can duplicate and deactivate the broadcast message that they submit for broadcast that they set "send later".
Will sellers be able to view each individual message sent to customers from the seller center customer Messages chat inbox?	No, the seller will only be able to see the individual message once the customer replies to the seller's template message from the plan.
Can customers block sellers from sending them plans?	Yes, they can block/ unsubscribe the sellers from sending by clicking "here". Screenshot example below:
How about the frequency of sending broadcasts?	A customer can only receive 1 broadcast from the same seller a week and a customer can receive 3 messages from different sellers a day.