Lazada Seller Center Chat Tips: How Do I Run Lazada Chat Well?
Reply within 10 minutes between 8 am and 11 pm, always send the last message, and keep every chat agent active. Those three habits drive Lazada’s chat metrics. The tips below come from Lazada’s own Seller Center pages. If you cannot staff chat for 15 hours a day, AeroChat answers Lazada buyers in seconds from your product details and hands the hard cases to your team.
Ten tips from Lazada’s own rules
Based on Lazada’s Seller Center help pages (Singapore and Philippines, updated 26 November 2024), as of November 2026:
- Aim for 10 minutes, 8 am to 11 pm. Lazada’s chat response rate is based on how many conversations had every message in that window answered within 10 minutes, over the last 7 days.
- Do not count on auto replies. They are not counted as replies. Use them only to greet buyers outside your hours.
- Use quick replies and emojis. Lazada counts both as replies.
- Be the last to reply. Conversations are recorded from midnight to midnight. Lazada recommends you always send the last message in a conversation.
- Turn on chat notifications in the Seller app. Lazada recommends it so you see new messages straight away.
- Keep every agent active. If your shop has several chat agents and one is slow or inactive, the shop’s rate drops. The Chat Admin can reassign conversations to agents who are online.
- Check agent performance in Business Advisor. Lazada shows each agent’s results under Service, in Chat Agent Performance. The chat admin account must also be set as an agent to appear.
- Send order cards. To update a buyer on an order, send the order detail card, or check logistics details in the Customer panel of the chat window.
- Know the messaging limits. From 30 minutes after a buyer’s last reply you can send 10 messages a day, and from two days after, 5 a day. A chat session expires 30 days after the buyer’s last reply.
- Know your working hours do not change the metric. Lazada sets the hours used for chat metrics. You can set your own hours only for auto replies.
Where sellers still struggle
Sellers say the 10-minute target is the hard part. Evenings and campaign days bring the most chats, and that is when the team is busy packing or offline. Questions are mostly repeats: compatibility, warranty, stock, vouchers, delivery time. Typing the same answers all day leaves little time for the chats that need a person.
How to handle it in chat with AeroChat
AeroChat answers every Lazada chat message in seconds, all day, from your spec sheets, warranty terms, stock sheet and campaign notes, in the buyer’s language. It replies to each follow-up so you send the last message. Warranty claims, faults and complaints go to your team with the order number and photos, in the same AeroChat inbox as your other channels.
Buyer: Hi, ordered yesterday. When will ship?
AeroChat: Hi! We pack orders within 1 working day (example), so yours goes out today. Lazada will show the tracking under the order once the courier picks it up.
Buyer: Ok thanks
AeroChat: You’re welcome. Message us here anytime.
Copy this into AeroChat
Answer every buyer message in Lazada chat straight away, any time of day.
- Answer spec, compatibility, stock, warranty and voucher questions from our product details and campaign notes.
- For shipping questions, give our packing time of 1 working day (example) and say tracking appears under the order in the Lazada app once the courier picks it up.
- Reply to every follow-up, including “ok” or “thanks”, with a short closing line.
- For faulty items, warranty claims or complaints, ask for the order number and a photo, then hand the chat to our team.
Never promise refunds, replacements or delivery dates. Reply in the buyer’s language.
Change the packing time to your own before you paste it.
What to connect
- Your Lazada store. Connect it from the AeroChat dashboard. Lazada sets its own approval steps for chat access, and our team takes you through them. See Lazada in AeroChat.
- Your product knowledge. Spec sheets, warranty terms, a stock sheet and campaign notes.
Questions
Does replying to “thanks” really matter?
Lazada recommends always being the last to reply so your metric is calculated correctly. A short closing line costs nothing when AeroChat sends it.
Can AeroChat work alongside my human agents?
Yes. AeroChat answers first, and your agents take over handed-over chats from the AeroChat inbox.
What about auto replies and LISA?
See Lazada auto reply setup for what each tool does.
Are there Shopee tips too?
Yes. See Shopee seller chat tips.
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.
Cover Lazada chat from 8 am to 11 pm and beyond
Connect your Lazada store, add your product details, paste the recipe, and send your store a question to test it.
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