The Customer Service Chat feature refers to a communication tool that can be used by seller's Customer Service agent and customers to communicate about the whole process of pre-sale, in-sale and after-sale. Sellers' customer service agents can see the consultation messages sent by customers and respond accordingly.

Benefit of Customer Service Chat Feature

How to Use Customer Service Chat Feature

Access

There are two ways to access the chat feature from Seller Center:

Accept Chats

If there is only one customer service account, there will be no 'Accept chats' toggle and all customer messages will be automatically assigned to this one account.
But if there are multiple accounts with customer service permission, agents can click on the avatar to switch personal status.

• Accept auto-assign chats: Turning on the switch means that when you open the chat tool, you will receive chats automatically assigned by the system and chats assigned to you manually by other agents.
• Do not accept auto-assign chats: Turning off the switch means that when you open the chat tool, you will not receive chats automatically assigned by the system, but other agents can still manually assign a chat to you.

⚠️Note: The requirement for accepting auto-assign chats is by opening the chat window. If the chat window page is not opened in your browser, the system will not automatically assign you a new chat, even if your status is "accept chats".💡 Tips to set your status:

1. If you are a shop manager or customer service supervisor, and you are not usually responsible for replying to customers messages but only need to do some setting, view service performance data, or occasionally deal with messages that can not be resolved by customer service agents, you can set your status to "Do not accept auto-assign chats". At this time, new messages will not be automatically assigned to you, but you can still use other functions in the chat window.
2. If you are a customer service agent and are usually responsible for replying to buyer messages, then you can set your status to "Accept auto-assign chats". When you open the chat tool page at work, new messages will be automatically assigned to you; when you are off work, you can just close the chat tool page, and the system will not assign new messages to you, because you have already disconnected. If you need to take a short break when you go to work, or want to focus on the existing chats and don't want to be assigned new chats, then you can set your status to "Do not accept auto-assign chats" during this period.

Key Functions of Chat Page

Chat Homepage

• Chat Status
  • Displaying all messages status, overdue, due soon, unreplied, unread, starred and closed
• Filter by category
  • Sellers can choose to see all messages, Aftersales messages, Logistic-related messages, or Pre-purchase related messages
• List of chats
  • Assigned: Messages that should be replied by the one who login to the account
  • Unassigned: When there are multiple accounts with customer service permissions, if any of the following conditions are met, the new chat will enter the [Unassigned] chat list and can not be automatically assigned to the agent

You can use keywords, customer's nickname and order ID to search for a specific chat.
⚠️Note: The platform focuses on the 24-hour response rate of customer service. Additionally, if customer service agent does not reply to the session for more than 7 days, the session will be automatically closed due to timeout, and it will enter the history list, and no further reply is possible. Therefore, kindly reply to consumer messages in a timely manner.In addition to manual assignment, if the agent comes online later with available capacity, the chats in the [Unassigned] list will also be automatically assigned to agents from oldest to newest.
Chat WindowThe chat window refers to the interface where customer service and Customers send messages to each other.

• Customer service can send text, emoji, pictures and videos, and even vouchers to customers.
• Customer service can mark the current session for quick follow-up.

• If customer service is about to leave work, or when another customer service agent needs to handle the current session, you can click the Transfer Session button in the upper right corner of the chat window, enter the customer service nickname, and transfer the session to another customer service. You can choose to transfer this chat only or transfer all ongoing chats.

• If the current chat has completed reception and the customer's problem has been resolved, you can click the End Session button in the upper right corner of the chat window to end the current reception.

Workbench

Currently, the workbench includes:

• Order workbench: You can view all historical order information from this customer.
• Product workbench: You can view the information of all live products in the shop.
• Vouchers workbench: Customer Service agents are able to send existing Seller Regular Vouchers that are available to customers via open chat. This function will help to improve customer experience and even improve their satisfaction towards store services. Customer Service agents can use this function to:
  • Promote existing vouchers to increase sales
  • Use vouchers as rewards or token of appreciation for the customers
  • Inform customers about existing offers when they ask through chat

Automation Tools

• Chat Greetings to send templated greetings when customers start chatting with your shops and ease your agents to reply to frequently asked questions.
• Chatbot feature handles inquiries that lack product- or order-related details, allowing you to focus on more urgent chats.
• FAQ Library, where your shop's frequently asked questions are stored. Other tools and features can access this information to better support your customers.
• Proactive Message, automated message to update your customers when you ship their orders out, when the package is out for delivery, and when it gets delayed in shipping.
• Reply Recommendation, recommends relevant answers when questions match your FAQ database. By enabling automatic sending, recommendations will be sent to customers for you.
• Saved Reply, which consists of frequent answers that your agents use to reply to customer's queries.

Service Analytics

Service analytics refers to the Customer Service chat performance including the chat details.

• Conversion rate: The revenue generated from orders placed by customers within 7 days of your response to their chat.
• 24h response rate: The number of chats inquired by customers responded within 24 hours divided by the total number of chats inquired by customers within the last 7 days.
• Satisfaction rate: the satisfaction of buyers served by customer service today, the formula = the number of sessions that customers evaluated as 'satisfied' and 'very satisfied' divided by the number of sessions that buyers have evaluated.

Note: All accounts and data shown in the screenshots above are fictional examples for reference only and do not represent promises or predictions of actual outcomes.

Chat Settings

This feature will help you setup Customer Service preferences, like personal chat information, notification settings, agent settings, team management, blocked users.

• Contact Logistic Service Provider, to help sellers contact the logistic service provider directly from the Customer Service Chat to follow up regarding customer's package status. Customers can also contact the logistics provider from the TikTok App. Currently only available for J&T.

FAQ

1. How do customer service agents know that there are new chats coming in?

• If there are new messages coming in from customers, it will be prompted by the red dot on the upper right corner of the avatar.
• If the customer's message has not been replied to, it will be prompted by the [Not replied] tag.

2. Can I sort messages?

Yes. You can switch the chat ordering rules in the chat list by yourself.
There are two options for sorting chats:

• Sort by waiting time: refers to sorting chats according to the waiting time of customers. Customers with long wait times are displayed on the top.
• Sort by latest: refers to sorting according to the sending time of the last message of the consumer. The latest sent messages are displayed on the top