Shopee Chat Performance Explained: What Does Each Metric Mean?
Shopee judges your chat on four numbers: Chat Response Rate, First Response Time, Average Response Time and Chat Satisfaction. They sit in the Customer Service section of Account Health, buyers can see two of them on your shop profile, and a low response rate can cost you seller privileges. All four improve when every buyer gets a fast, correct answer. AeroChat replies in Shopee chat within seconds from your product details and hands problems to your team.
The four chat metrics
As of November 2026, from Shopee’s Seller Education Hub (Singapore, pages dated 1 September 2026 and 7 October 2024):
| Metric | What it measures |
|---|---|
| Chat Response Rate (CRR) | The share of chats and offers you reply to within 12 hours, over the last 30 days. Auto-Replies and Chat Broadcasts do not count. |
| First Response Time (FRT) | The average time to your first reply to a buyer. A message sent more than 12 hours after the buyer’s previous one starts a new conversation. |
| Average Response Time (ART) | The average time to reply to all buyer messages, over the last 30 days. |
| Chat Satisfaction | The share of good ratings out of all chat ratings in the last 30 days. |
All of them use the last 30 days and refresh daily. Your Shop Rating, the average of your order ratings, sits in the same Customer Service section.
Where to find them
- Account Health, in Seller Center or the Seller app, shows CRR, FRT, ART and Chat Satisfaction.
- Chat Management in Seller Center shows Chat Performance: chat enquiries, enquiry response rate and response time, with more data on chat, FAQ Assistant and Chat Broadcast.
- Your shop profile shows buyers your Chat Response Rate and First Response Time.
What the metrics affect
Per Shopee’s “About Customer Service” page (Singapore, dated 1 September 2026):
- A CRR below 40% means you cannot join Shopee Flash Deals.
- Shopee Mall sellers with a CRR below 75% lose access to the Chat Broadcast tool.
- A CRR of at least 85% is one of the requirements to become a Preferred Seller. See Preferred Seller and chat performance.
- Under the Seller Penalty Points system, rude or abusive replies to buyers and asking buyers to cancel orders each earn 2 penalty points per week.
Thresholds can differ by market. Check the Seller Education Hub for your country.
The usual fixes and their limits
- The Due Soon filter. It shows chats left unreplied for more than 9 hours, so you can answer before they count against you. Someone still has to be there.
- Message Shortcuts. They count as replies and save typing. A person still sends each one.
- Auto-Reply and FAQ cards. Helpful for buyers, but Shopee does not count them toward CRR.
- Vacation Mode. Messages received while it is on do not affect CRR, FRT or ART. It also pauses your shop.
How to handle it in chat with AeroChat
AeroChat answers every Shopee chat in seconds, which is what FRT and ART measure. It answers from your product details, so buyers get a correct reply, which is what Chat Satisfaction reflects. It stays polite and never asks a buyer to cancel. Complaints go to your team with the order number and photos.
Buyer: Why my order still not shipped?? Ordered 2 days ago
AeroChat: Sorry for the wait. We ship within 2 working days of the order (example), so yours is due to go out today. Could you send me the order number? I’ll ask our team to check it now.
Copy this into AeroChat
Answer every buyer message in Shopee chat straight away, politely, any time of day.
- Answer product, size, stock and delivery questions from our product details and stock sheet.
- If a buyer is upset, apologize first, then give the facts we have.
- For shipping delays, give our dispatch time and ask for the order number, then hand the chat to our team.
- For damaged, wrong or missing items, ask for the order number and a photo, then hand the chat to our team.
Never ask a buyer to cancel an order. Never promise refunds or delivery dates. Reply in the buyer’s language.
Add your dispatch time and policies as knowledge before you paste it.
What to connect
- Your Shopee shop. Connect it from the AeroChat dashboard. Shopee sets its own approval steps for chat access, and our team takes you through them. See Shopee in AeroChat.
- Your product knowledge and stock. Listings, size charts, policies and a stock sheet.
Questions
Do AeroChat replies count toward CRR?
Shopee does not say how replies from connected chat software are counted. AeroChat sends a full text answer, not an Auto-Reply. Check Account Health in the first week after you connect.
How do I improve CRR specifically?
See how to improve your Shopee chat response rate.
Any practical chat tips?
How does Lazada measure chat?
Differently, with a 10-minute window. See Lazada chat response rate.
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.
Keep your Shopee chat numbers healthy
Connect your Shopee shop, add your product details, paste the recipe, and watch your chat metrics in Account Health.
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On Shopify? Install AeroChat from the Shopify App Store.