Connect TikTok Shop Buyer Chat to AeroChat: AI Replies for TikTok Shop Sellers
Yes. AeroChat answers your buyers in TikTok Shop buyer chat. When a buyer messages your shop, AeroChat replies about the product, the size, the bundle, delivery and returns, from the product details and policies you give it, in the buyer’s language. TikTok Shop conversations sit in the same AeroChat inbox as Shopee, Lazada, WhatsApp, Instagram, Messenger and your web chat.
On TikTok Shop, buyers find a product in a video or a LIVE and message the shop while they are still deciding. Is the one in the video still available? Which shade was she wearing? Does the set include the brush? When will it ship? A quick, correct reply keeps the buyer on your listing. A reply the next morning often comes after they have moved on. AeroChat replies from your product details and policies, and passes anything that needs a decision to your team with the conversation attached. You describe how you want buyers answered in your own words, and AeroChat builds the workflow.
What you can do with TikTok Shop and AeroChat
- Answer “is this the one in the video?”. AeroChat matches the buyer’s description to your listings and tells them which product, shade or variant it is.
- Answer product and size questions. Shade, size, ingredients, materials and what is in the set come from the product details you train AeroChat on.
- Explain bundles and set contents. When a buyer asks what a bundle includes or how two sets differ, AeroChat explains your own listings so they pick the right one.
- Answer delivery and return questions in your words. Packing times, return conditions and how to use the product come from the policies you wrote.
- Reply in the buyer’s language. AeroChat replies in the language the buyer writes in, and in the same mix when a buyer mixes languages.
- Hand problems to your team. A wrong item, a damaged parcel or an upset buyer goes to a person, with the photo and what the buyer already said attached. See live chat handover.
What it looks like in TikTok Shop buyer chat
Buyer: Hi, which lipstick shade was in your LIVE last night? The pinky brown one. (example)
AeroChat: Hi! That’s Rosewood, shade 04, in our Velvet Matte range. It’s in the “Velvet Matte lipstick” listing in our shop. Choose shade 04 Rosewood when you add it to your cart.
Behind the reply: AeroChat matched the description to the shade list you gave it.
Buyer: Does the starter set come with the brush? (example)
AeroChat: The Starter set has the cleanser, toner and moisturizer. The brush comes in the Complete set, which also adds the serum.
Behind the reply: AeroChat answered from the set contents in your product details.
Buyer: If I order now, when does it ship? (example)
AeroChat: We pack and hand orders to the courier within two working days (example). You can follow the parcel from your order in the TikTok app.
Behind the reply: AeroChat answered from the delivery policy you wrote.
One inbox for your marketplaces and chat channels
TikTok Shop buyer chat is one of the places your buyers talk to you. AeroChat runs the same workflows on each of these, and your team sees every conversation in one inbox.
| Where buyers message you | What AeroChat does there |
|---|---|
| TikTok Shop buyer chat | Answers product, shade, size, bundle, delivery and return questions from your details and policies, and hands problems to your team. |
| Shopee chat | The same, for your Shopee store. See Shopee and AeroChat. |
| Lazada chat | The same, for your Lazada store. See Lazada and AeroChat. |
| WhatsApp, Instagram and Messenger | Answers the same questions for buyers who message you directly, and can take payment in the chat with an Airwallex payment link when you sell outside the marketplace. |
| Web chat and email | Answers on your own website, if you run one, and on your Gmail or Office 365 address. |
AeroChat connects to TikTok Shop buyer chat, the messages buyers send to your shop.
How the connection works
You connect your TikTok Shop to AeroChat from the dashboard. TikTok Shop sets its own approval steps for chat access, and our team takes you through them when you connect. Message us in the chat on this page to start. Once your shop is connected, buyer messages from TikTok Shop arrive in AeroChat and the replies go back into the same buyer chat.
- What AeroChat reads from TikTok Shop: the messages buyers send to your shop in TikTok Shop buyer chat.
- What AeroChat sends to TikTok Shop: replies in the same buyer chat conversation.
Product details and policies come from what you give AeroChat: your website pages, shade and size charts, set contents or a Google Sheet. If you also run a Shopify store, AeroChat answers from your synced Shopify catalog. Orders, payment and shipping for TikTok Shop sales stay in TikTok Shop.
You describe each workflow in your own words, for example “when a buyer asks which shade was in the video, match their description to our shade list and name the listing”. AeroChat builds the workflow as a draft and shows you what is left to switch on.
Workflows to copy
Six ready-made workflows for TikTok Shop sellers. Copy one into AeroChat and it runs in TikTok Shop buyer chat and on your other channels.
1. Answer “is this the one in the video?”
Copy this into AeroChat
When a buyer asks about a product they saw in a video or a LIVE, ask them to describe it if they have not: color, shape, size or what it was used for. Match it to our product list and name the listing and the variant to choose. If two products could match, name both and ask which one they mean. Never guess when nothing matches. Hand the conversation to our team instead.
2. Answer product and size questions
Copy this into AeroChat
When a buyer asks about a product, answer from our product details: shade, size, ingredients, materials and how to use it. For sizing, ask the measurement our size chart uses and suggest one size. Only state facts from our product details. If the answer is not there, say our team will confirm and hand the conversation over.
3. Explain bundles and set contents
Copy this into AeroChat
When a buyer asks what a set or bundle includes, list the items in it from our product details. When they ask how two sets differ, name what one has that the other does not. Recommend one set based on what they told us they need, in one or two sentences.
4. Answer delivery and return questions
Copy this into AeroChat
When a buyer asks when their order will ship, tell them our packing times from our delivery policy, for example within two working days (example), and that they can follow the parcel from their order in the TikTok app. When they ask about returns, explain our return conditions in our own wording. Never promise a delivery date.
5. Reply in the buyer’s language
Copy this into AeroChat
Always reply in the language the buyer writes in. If they mix languages, reply in the same mix. Keep replies short and friendly, and use product and shade names exactly as they appear in our listings.
6. Hand problems to our team
Copy this into AeroChat
When a buyer says their item arrived damaged, wrong or missing, apologize, ask for a photo, and hand the conversation to our team with the photo and a one-line summary. Do the same when a buyer is upset or asks for a refund. Never promise a refund or a replacement yourself.
What stays in TikTok Shop
AeroChat handles the conversation. TikTok Shop stays the record for your TikTok Shop sales: listings, vouchers, orders, payment, shipping and returns. Keep your product details and policies up to date in AeroChat, so what it tells a buyer matches your listings.
Questions
Does AeroChat work with TikTok Shop?
Yes. AeroChat answers buyers in TikTok Shop buyer chat, in the same inbox as your other channels. Message us in the chat on this page and we’ll take you through connecting your shop.
Can AeroChat reply to TikTok Shop buyers during a LIVE?
Yes. Buyers who message your shop during or after a LIVE get a reply from your product details straight away, so your team can keep presenting.
Does AeroChat also work with Shopee and Lazada?
Yes. AeroChat supports Shopee and Lazada too, so one set of workflows covers all your stores.
Which plan do I need?
Every plan includes workflows via Skills, with a 7-day free trial. Choose by message volume: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Reply to every TikTok Shop buyer while they are still watching
Load your product details and shade or size charts, paste the “one in the video” recipe, and let AeroChat take the first reply in your buyer chat.
Start your 7-day free trial. No credit card needed.
Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect TikTok Shop for you, free. See plans.
On Shopify? Install AeroChat from the Shopify App Store.