TikTok Shop Quick Replies: When Are Saved Replies Not Enough?
Quick replies save typing for questions you can predict. For the rest, you need answers written for each buyer. Saved replies help with greetings, shipping times and return steps. Buyers on TikTok Shop also ask which product was in the video, which shade suits them and what a bundle includes. AeroChat answers TikTok Shop buyer chat with a reply to the exact question, from your product details and policies, at any hour.
What quick replies are good for
- A greeting when a buyer opens the chat.
- Your packing time and how to follow a parcel.
- Your return steps.
- A thank-you after purchase.
For ready-made wording, see the TikTok Shop greeting message, away message, shipping update and order confirmation templates.
Where they stop helping
TikTok Shop buyers often message in the middle of a video or a LIVE. “Is the pinky one the same as shade 04?” “Does the set come with the brush?” “Will this fit a 7-year-old?” A saved reply can’t answer those. Sellers describe picking the closest reply and then rewriting most of it, or answering late after the LIVE.
TikTok Shop also sets its own rules on how it measures chat replies and which messages count. Marketplaces set their own chat rules per market and change them from time to time. We don’t repeat the figures here. Check the current ones in your Seller Center.
How AeroChat helps
AeroChat reads each buyer’s message and answers from your listings, shade lists, size charts and set contents. It matches a description like “the one in last night’s LIVE” to the right listing. Wrong items, damaged parcels and upset buyers go to your team with the photo attached.
Buyer (TikTok Shop buyer chat): Is the pinky one from the LIVE the same as shade 04? (example)
AeroChat: Yes. The pinky brown shade from last night’s LIVE is 04 Rosewood in the Velvet Matte range. Choose 04 Rosewood when you add it to your cart.
Behind the reply: AeroChat matched the description to your shade list.
Copy this into AeroChat
Answer every buyer in TikTok Shop buyer chat with a reply to their exact question, from our product details.
- When a buyer describes a product from a video or LIVE, match it to our listings and name the product and variant.
- Shades and sizes: answer from our shade list and size chart.
- Bundles: explain what each set includes and how two sets differ.
- Delivery and returns: use our policy wording and point the buyer to their order in the TikTok app.
- Keep the conversation in TikTok Shop chat. Never send outside links.
Hand wrong items, damaged parcels and upset buyers to our team. Reply in the buyer’s language.
What to connect
- TikTok Shop. Buyer chat. TikTok Shop sets its own approval steps, and our team takes you through them.
- Your product details. Listings, shade lists, size charts and set contents, or a synced Shopify catalog.
More for TikTok Shop sellers: TikTok Shop response time, TikTok Shop seller customer service, TikTok Shop buyer chat explained.
Questions
Should I keep my quick replies?
Yes, for anything you or your team answer by hand. AeroChat handles the questions a saved reply can’t.
Which TikTok messages does AeroChat answer?
AeroChat answers TikTok Shop buyer chat, the messages buyers send your shop.
Can it reply during a LIVE?
It replies to each buyer message as it arrives, during the LIVE and after.
Does it reply in other languages?
Yes. It replies in the buyer’s language, 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.
Answer the questions a saved reply can’t
Train AeroChat on your listings, connect TikTok Shop and ask it about the product in your latest video.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.