Feature Overview

TikTok Shop offers a suite of messaging tools that allow sellers to communicate with buyers across every stage of the shopping journey, from pre-purchase questions to post-sale support. These tools empower customer service teams to deliver timely, helpful, and personalized support, building stronger relationships and encouraging repeat business.

How to Access This Feature

There are three ways to access Customer Messages from Seller Center:

1. Top Navigation: On the Seller Center homepage, click Customer messages located in the top-right corner.
   
2. Manage Returns Page: Go to Orders on the left-hand navigation bar, click Manage returns, then click the chat icon. You can start a conversation if:
   • The order was created within the last 60 days
   • There is an ongoing return/dispute
     
3. Manage Orders Page: Go to Orders on the left-hand navigation bar, click Manage orders, click into the order, and then click the chat icon. You can start a conversation if:
   • The order was created within the last 60 days
   • There is an ongoing return/dispute
     
     

How it Works

The Customer Messages interface includes the following sections:

1. Inbox Panel (Assigned / Unassigned)
2. Filters (Status, Category, Agent)
3. Chat Window
4. Buyer Details Panel
5. Message Tools and Actions
   

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📥 Inbox Panel

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🗂️ Filters

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💬 Chat Window

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👤 Buyer Details Panel

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🧰 Message Tools and Actions

⚙️ Agent Settings

Click on your avatar (top-left) to:

• Toggle "Accept auto-assign chats" (when active, new chats will automatically be assigned)
• Edit your avatar and nickname (Note: avatar changes are subject to platform review)

💡 Reminder: If you close the chat tool, you will no longer receive auto-assigned chats, even if your status is set to accept them.

🏖️ Need to take a weekend off? Just turn on our Chatbot!

Keep your 24hr response rate safe over the weekend by turning on all 3 chat activities and let the chatbot handle customer questions for you. You can reply until Monday 12 PM while still maintaining your customer satisfaction score (CSAT). Here are the steps:
Step 1. Go to Seller Center > Customer Messages > Automation ToolsStep 2: Toggle on Chatbot feature and Click SettingsStep 3: Click All 3 activities to ensure you are eligible for 24-Hour response rate and enjoy your weekend!

🤖 AI Reply Recommendations

During a chat, the system provides real-time reply suggestions based on the customer’s message.
These automated suggestions help agents:

• Respond faster with clear, high-quality answers
• Maintain consistency across conversations
• Improve overall customer satisfaction

💡 Tip: AI Recommendations are auto-enabled for all sellers—no setup needed.
Step 1: Seller Center > Customer Messages > Automation ToolsStep 2: Toggle on Reply recommendations

📊 Customer Insights

The workbench displays valuable context about each customer to support personalized responses. Key insights include:

• Repeat Contact: Has more than 1 chat for the same order
• Sentiment: System review of customer messages to show if tone is Positive, Neutral, or Negative
• Frequent Customer: Placed more than 1 order in the last 90 days
• Repeating Customer: Has purchased from your shop again within the last 90 days
• Recent Customer: Made their first purchase within the last 90 days
• New Follower: Started following your shop in the past 30 days
• Existing Follower: Follows your shop and engaged through LIVE, short videos, or product cards in the past 30 days
• Potential Customer: Favorited your items or added your items into their carts in the last 30 days but haven't completed their purchase
• Potential LIVE Customer: Interacted with your LIVE or shown intent to order from it
• Lapsed Customer: Purchased in the last year but not in the past 30 days
• Waiting Time: Time since your last reply
• Past Chats: Number of conversations in the last 30 days (excluding small talk)
• Average CSAT: Average customer satisfaction rating from past chats in the last 30 days
• Total Orders: Total number of orders placed in your shop
• Total GMV: Total gross merchandise value generated by the customer to your shop

These insights can help you prioritize messages and respond effectively.

⭐ High Priority Folder

This folder organizes chats that require special attention. Examples include:

• Frequent shoppers or high-value orders
• Customers showing negative sentiment
• Chats flagged as urgent by the system or manually by agents

Prioritizing these messages ensures timely responses to high-impact conversations and strengthens buyer relationships.

📊 Performance Metrics

Displayed at the top of the page for quick visibility:

• 24h Response Rate: % of buyer chats replied to within 24 hours
• Satisfaction Rate: % of sessions rated "Satisfied" or "Very Satisfied"
• Sessions Today: Number of conversations assigned to the agent today

These help measure agent responsiveness and service quality.

📥 Automated Updates

To keep customers informed at key points in the order journey, automated messages are sent when the following events occur:

• Order confirmation (coming soon to all sellers)
• Logistics issue (coming soon to all sellers)
• Order signed (coming soon to all sellers)
• Order cancellation
• Order out for delivery
• Order shipped
• Order delayed

Note: You can customize the wording of these automated updates to match your brand’s tone and communication style.

🌟 Best Practices

To maintain high service quality and strong buyer relationships:

• Always reply within 24 hours to maintain performance standards
• End chats after resolution to keep your queue manageable
• Use tags and filters to prioritize high-impact messages
• Transfer chats responsibly to avoid leaving buyers unattended
• Monitor "Due Soon" and "Overdue" to prevent timeouts

⚠️ Note: If a chat is inactive for 7 days, it will automatically close and cannot be reopened.

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