How Do I Add a New Sales Channel Without Rebuilding Customer Service?

Write your customer service workflows once and connect the new channel to them. In AeroChat, your answers, rules and workflows sit behind every channel, not inside one. When you add TikTok Shop, Shopee, Lazada, Instagram, Messenger or WhatsApp, you connect it in the dashboard and the same workflows answer there. The new conversations land in the inbox your team already uses.

Why a new channel usually means starting again

Sellers describe the same pattern. The store grows, so they open a TikTok Shop or a Shopee store, or start taking orders on WhatsApp. Each one comes with its own chat window, its own app and its own saved replies. The size advice, the delivery times and the return rules get typed in again, slightly differently each time. A few weeks later, the answers no longer match from one channel to the next, and someone has to watch one more screen.

The work is not the channel itself. It is copying everything you know about your products and policies into one more place, and keeping it in step from then on.

The usual fixes and their limits

• Use each channel’s own tools. Every marketplace and messaging app has saved replies and an away message. They work inside that one app. You maintain each set separately and check each app separately.
• Hire someone for the new channel. It covers the hours, but the new person needs the same training and the same access as everyone else, and the answers still drift.
• Add a helpdesk. A helpdesk can bring several channels into one queue. Your team still answers each message by hand, and marketplace chat is not always one of the channels it supports.

How to handle it with AeroChat

Keep one set of product details, policies and workflows in AeroChat. Train it on your website, product sheets, size charts or your synced Shopify, WooCommerce or Wix catalog. Then connect each channel in the dashboard. A buyer on the new channel gets the same answer as a customer on WhatsApp, because both come from the same source. When you change a policy, you change it once.

Change the delivery times and the payment step to match your store before you paste it.

What to connect

• Your store. Shopify, WooCommerce and Wix are built in. If you sell from a spreadsheet, the Google Sheets store works too.
• The new channel. TikTok Shop buyer chat, Shopee, Lazada, WhatsApp, Instagram, Messenger, Telegram, email and web chat all connect from the same dashboard.
• Payment, where you sell in chat. Airwallex is built in. Other gateways such as Stripe connect through their API.

For a longer guide to selling and answering across channels, read how multi-channel customer service works and how to run the same workflows on every channel.

Questions

Do I have to rewrite my workflows for each channel?

No. A workflow is written once and runs on every connected channel. You can add a line for one channel where it needs to behave differently, for example no outside links in marketplace chat.

Will my team need another app for the new channel?

No. Conversations from every connected channel land in one AeroChat inbox, with the channel shown on each conversation.

What about orders placed on the marketplace?

Orders, payment and shipping for marketplace sales stay in the marketplace. AeroChat answers the buyer in the marketplace chat from your product details and policies.

Does it reply in other languages?

Yes. AeroChat replies in the language the customer writes in, including mixed languages.

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.

Open the new channel with your answers already in place

Connect your store, write one workflow, then connect the new channel and send it a test question.

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On Shopify? Install AeroChat from the Shopify App Store.