TikTok Shop channel
TikTok Shop customer service software that can touch the order
Buyer messages in your shared inbox with the order sitting beside them - status, items, delivery - and order actions taken from the thread, not another tab.
Shipping sooninrelay is TikTok Shop customer service software that treats a buyer message as part of an order, not just a chat: the order’s status, items and delivery state sit beside the conversation, and order actions happen from the thread where TikTok Shop’s seller API permits them. The channel is in development; the inbox around it ships today.
Most help desks treat TikTok Shop as a message feed, not a storefront. The integrations that exist tend to stop early: some cover a single region, some can read messages but never modify an order, and several established tools have no TikTok Shop integration at all - Gorgias lists TikTok Shop support for US sellers only, and Zendesk’s integration doesn’t extend to changing an order. So the actual workflow - buyer asks, you check the order, you act on the order, you reply - still runs through the TikTok Seller Center in a second tab.
inrelay is built the other way round. A TikTok Shop conversation arrives in the same shared inbox as your email and live chat, and it arrives wearing its order.
What you can do from the inbox
The order actions ship with the channel. Everything about how the inbox handles a conversation - owners, notes, collision detection, drafts with approval - is live in the product today.
- See the order without leaving the thread. When a buyer writes, the matched order opens beside the message - status, line items, delivery progress - so “where is my package?” is answered by looking left, not by logging into Seller Center.
- Act on the order from the conversation. Where TikTok Shop’s seller API permits an action, you take it from the thread it belongs to - and where the platform doesn’t permit one, we say so instead of painting a button that secretly opens a tab.
- Let the agent draft, keep the send. The inrelay agent reads the message and the order context, tags the intent and drafts a reply in your voice. A human approves every send unless you turn Autopilot on - and even then refunds, upset customers and VIPs always stop and wait for a person. The approve-before-send gate applies to commerce channels exactly as it does to email.
- Give every buyer thread an owner. TikTok Shop conversations are assigned, transferred and escalated like any other thread, and collision detection keeps two teammates from answering the same buyer twice.
- Talk privately about the order. Internal notes and @mentions sit inside the conversation and never reach the buyer - “refund approved, waiting on the return scan” stays between you.
- Answer policy questions once. Shipping times, returns, sizing - write them into your knowledge base and the agent pulls from it when it drafts, so the answer is consistent at midnight too.
Setup & platform requirements
Connecting a storefront is a permissions decision, so here is exactly what TikTok Shop requires and what you grant.
Have a TikTok Shop seller account
The channel connects to an active shop, so you need a TikTok Shop seller account in good standing, in a market where TikTok Shop operates. A personal TikTok account is not enough - this is a storefront integration, not a social one.
Authorize inrelay through TikTok Shop
You connect through TikTok Shop’s own app-authorization flow: sign in as the seller, review the requested API scopes - messages and order data - and grant them explicitly. You can revoke the authorization from your seller account at any time.
Pick the workspace
Choose which shared workspace the shop’s conversations land in, and routing takes it from there - the same rules that already sort your email.
Buyer messages start flowing
New conversations arrive with their order context attached, get triaged and drafted by the agent, and wait for a human on the send button.
Limits, stated plainly
TikTok Shop is regional. The platform and its seller APIs operate market by market, and what an integration may do can differ between markets. We will publish the exact list of supported markets when the channel connects - not estimate it before.
The API draws the line on order actions. What you can do to an order from a thread is governed by the scopes TikTok Shop’s seller API exposes. Where the platform reserves an action for Seller Center, that action stays in Seller Center, and the thread tells you so.
Platform messaging rules apply. TikTok Shop sets its own policies for seller–buyer messaging, including limits on when and how sellers may message. The inbox surfaces those constraints on the conversation instead of letting a reply silently fail.
Pricing is the same as every conversation channel. Shop conversations are never metered - plans are flat, and social channels land on the Team plan as they ship. The agent’s replies draw on the monthly AI credits your plan includes. Details on the pricing page.
With your other channels.
TikTok Shop is one lane of the same inbox. Email and live chat ship today; the social channels are in development, and we won’t claim otherwise.
Every channel
The full list of what inrelay connects today - and what’s honestly still in development.
See all channels → EMAILGmail, Outlook or IMAP as one shared support@ - where most of your volume still arrives.
Email channel → LIVE CHATLive chat
A widget on your shop with a human handoff that carries the whole story.
Live chat channel → SOCIALInstagram DM
Story replies, DMs and mentions in a queue your team owns - not a founder’s phone.
Shipping soon →SMS
Text conversations in the shared inbox, metered honestly.
In developmentSell where they scroll, answer from one place.
Start free with email today - the TikTok Shop lane opens in the same inbox. No card, never per seat.