TikTok Shop greeting message templates

A good TikTok Shop greeting welcomes the buyer and asks which product they saw. Most buyers arrive from a video or a LIVE and are still deciding. Greet them in one line and get to the product. Below are 10 templates to copy. AeroChat matches what they describe to your listings and answers from your product details.

TikTok Shop rules to know before you send

Reply within your market’s time limit. The US policy asks sellers to answer every inquiry within 24 hours and tracks a 24-hour response rate. Other markets, such as Thailand and the Philippines, measure replies within 12 hours. Check Seller Center for your shop’s market. See TikTok Shop response time.
Keep the buyer on TikTok Shop. TikTok Shop prohibits using chat to direct customers off the platform, including off-platform returns or refunds. Its guidelines in markets such as Singapore also rule out third-party links, QR codes and contact details. None of the templates below use outside links.
Buyer chat only. These templates are for TikTok Shop buyer chat, the messages buyers send your shop about products and orders.

TikTok Shop rules from TikTok Shop Seller University, checked 11 November 2026: the US Customer Service Policy and the Singapore Customer Service Guidelines. Rules differ by market, so check Seller Center for yours.

10 TikTok Shop greeting message templates to copy

Replace the words in double curly brackets with your own details. No outside links or contact details.

1. Simple welcome

When to use it: the default first reply.

Hi {{buyer_name}}, welcome to {{shop_name}}! What can we help you with?

2. From a video

When to use it: when buyers ask about a video.

Hi {{buyer_name}}, thanks for watching! Which video did you see? Tell us the product and we'll send the details.

3. During a LIVE

When to use it: while you’re live.

Hi {{buyer_name}}, thanks for joining our LIVE! Ask about any product you see and we'll reply with the size, shade or price.

4. Shade or size help

When to use it: for beauty and fashion shops.

Hi {{buyer_name}}, welcome! Not sure which shade or size? Tell us your skin tone or your height and weight, and we'll suggest one.

5. Bundle help

When to use it: for shops that sell sets.

Hi {{buyer_name}}, welcome to {{shop_name}}! Want to know what's in a set? Name the bundle and we'll list it.

6. Returning buyer

When to use it: for buyers who’ve ordered before.

Hi {{buyer_name}}, good to see you again! Restocking or trying something new?

7. Sale day

When to use it: during a campaign.

Hi {{buyer_name}}, welcome to our {{campaign_name}} sale! Vouchers are shown on each listing. Ask us about any product.

8. Creator or affiliate question

When to use it: when creators message the shop.

Hi {{buyer_name}}, thanks for your interest in working with {{shop_name}}! Tell us about your content and our team will reply here.

9. Multilingual

When to use it: for buyers writing in different languages.

Hi {{buyer_name}}, welcome! Write to us in any language and we'll reply in the same one.

10. Gift help

When to use it: before a gift holiday.

Hi {{buyer_name}}, shopping for a gift? Tell us who it's for and your budget, and we'll suggest a few products from our shop.

Tips for writing your own

Ask which video or LIVE. It’s the fastest way to the product.
Reply in one line during a LIVE. Buyers are watching and typing at once.
Keep everything inside TikTok Shop.

Send these automatically with AeroChat

AeroChat answers buyers in TikTok Shop buyer chat when they write, from the product details and policies you give it, in the buyer’s language. It hands problems to your team with the conversation attached. Orders, payment and shipping for TikTok Shop sales stay in TikTok Shop, so AeroChat points buyers to their order in the TikTok app. Keep the templates you start yourself ready to paste in Seller Center.

Template	What triggers it	Filled from
Simple, multilingual (1, 9)	A buyer’s first message to your shop.	Your shop name and greeting wording.
Video, LIVE, shade or size, bundle (2, 3, 4, 5)	The buyer asks about a product they saw.	Your listings, shade lists, size charts and bundle contents.
Returning, sale, gift (6, 7, 10)	What the buyer says, or campaign dates you set.	Your campaign dates and catalog.
Creator question (8)	A creator asks about working with you. AeroChat passes it to your team.	The creator’s message.

Copy this into AeroChat

When a TikTok Shop buyer starts a chat, greet them in one line and ask which product they’re interested in. If they describe a product from a video or a LIVE, match it to our listings and name the product and variant. Answer shade, size, bundle, delivery and return questions from our product details and policies. Pass creator and affiliate questions to our team. Never share an outside link or contact details. Reply in the buyer’s language.

Add your listings, shade lists and size charts to AeroChat before you paste it.

Questions

What should a TikTok Shop greeting ask?

Which product the buyer saw. Most come from a video or a LIVE.

Can I invite buyers to my Instagram?

No. TikTok Shop prohibits directing buyers off the platform.

Can AeroChat tell which product a buyer means from a video?

When the buyer describes it, AeroChat matches the description to your listings. If it can’t tell, it asks.

Answer TikTok Shop buyers in one inbox

Connect your TikTok Shop and add your listings, and AeroChat answers the question after the greeting. Start your 7-day free trial. No credit card needed. See plans on the pricing page.

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On Shopify? Install AeroChat from the Shopify App Store.