Why use Help Center Chat Assistant?

The Chat Assistant is designed to make managing your TikTok Shop faster, easier, and more productive. Here’s how it transforms your support experience:

• Instant Access, Always On: Find answers directly inside Seller Center -- no need to leave for another page
• Zero-Click Navigation: Stop searching! Get instantly redirected to the correct page within Seller Center to take action on your issue
• Rapid Resolution Tools: Resolve issues on the spot with Action Card Pop-ups (including receiving necessary vouchers and initiating appeals)
• Seamless Live Support: Get connected to a live agent when you need human assistance (during chat hours), with the agent immediately understanding your context
  

What is the Help Center Chat Assistant?

Our Help Center Chat Assistant is your instant, intelligent support partner, powered by the entire TikTok Shop Academy. It’s designed to provide fast answers, help you take immediate action, and connect you with a live agent when needed.

How to access Help Center Chat Assistant:

Here’s how you’ll find the Help Center Chat Assistant. You can access the Help Center Chat Assistant via your desktop or Seller Center app.
In Seller Center (PC/Desktop):

1. Log-in to Seller Center
2. From the homepage of Seller Center, you can access the Help Center Chat Assistant in 2 ways:

In Seller Center (App):

1. To access the Help Center Chat Assistant from the Seller Center app, simply click Chat on the bottom navigational bar after signing-in.
   
   

How to use Help Center Chat Assistant

1. Get Instant, Accurate Answers

The Chat Assistant has instant access to all our official resources—Feature Guides, Courses, and Policy Guides.

• How it works: Simply type your question as you think of it. The Chat Assistant will analyze your query and provide an immediate, resource-based answer.
• Smart Transfer: If the Chat Assistant cannot find the answer within its connected resources, it will immediately offer to connect you with a live agent (during chat hours).

2. Take Action Right Within the Chat

In certain scenarios, the Chat Assistant doesn't just provide information -- it helps you initiate resolutions immediately.

• How it works: If your issue has clear, defined resolutions (like managing a specific type of penalty or changing a setting), the Chat Assistant will present you with options to choose from.
• This may involve:
  • Initiating an appeal for a policy violation.
  • Adjusting specific Seller Center settings based on your request.
  • Submitting a formal request or ticket.

3. Navigate Directly to Seller Center

If your question requires you to perform an action in a different section of Seller Center (e.g. uploading a document or reviewing your orders), the Chat Assistant will guide you instantly.

• How it works: When a specific action is required, a clear, unmistakable Action Button will appear. Clicking this button takes you directly to the relevant page in Seller Center (e.g., the Appeals Center, the Product Management page, or the Finance dashboard).

4. Seamless Connection to a Live Agent

We've designed a smart transfer function to ensure you get the best support, whether automated or human.

• When to expect a transfer: If the Chat Assistant determines your unique scenario requires human insight or actions beyond its current capabilities, it will offer to connect you with a live chat agent (during chat hours).
• The benefit: The live agent will receive a full transcript of your conversation with the Assistant, allowing them to quickly understand the details of your unique scenario and take comprehensive, next-level actions.
  

FAQs

• What kind of questions can the Chat Assistant answer?The Chat Assistant is powered by our entire TikTok Shop Academy. It can answer questions related to Feature Guides, Courses, Policy Guides, general account management, order fulfillment, appeals, and more.
• How specific should my questions be? Be as specific as possible! The Chat Assistant uses natural language processing.
• Can the Assistant handle sensitive data like my Shop ID or personal details? Yes, the Assistant operates within the secure Seller Center environment and is designed to handle account-specific information to provide personalized responses and actions (like directing you to a specific order page).
• How do I talk to a live agent? If the Chat Assistant cannot resolve your issue with its available resources, it will automatically offer a Smart Transfer option. Simply select this option, and it will connect you with a live agent during chat hours.
• What happens if I am transferred to a live agent as I chat? When you connect with a live agent, they will receive the full transcript of your conversation with the Assistant. This prevents you from having to repeat your issue and allows the agent to take over seamlessly and immediately.
• What are the Chat Hours for live agents? Live chat is available daily from 9:00am to 9:00pm PT (12:00pm to 12:00am ET).