no more hunting
The order is alreadyon the screen.
Open a TikTok Shop conversation in Intercom and a panel beside it will show who this is, what they ordered, where it is, and whether anything is open.
the problem today
Two tabs for every question.One for the chat, one for the order.
Agents flip between Intercom and Seller Center for every question about an order.
Buyers get asked for details the shop already has.
And an order's status in an agent's head is ten minutes old, which is how a helpful answer turns into a complaint.
how it will work
Who this is, and which order.
- 1We work out who the buyer isA message arrives with a chat-side buyer ID, and orders are found with a different, commerce-side ID. We resolve one to the other the first time, and remember it.
- 2Never by emailTikTok masks buyer contact details, so identity cannot depend on them.
- 3The likely order, namedIf a buyer has several recent orders, the panel picks the most likely one and says which. No silent guesses, and no making the buyer do the work.
- 4Status, looked up liveTikTok stays the source of truth. We look status up fresh each time and keep it only briefly.
Shipped · out for delivery · expected today
picked as the likely order
Delivered · no open case
yours to set, when it ships
What you control.
- Each agent adds the panel once. Intercom doesn't let an admin add it for everyone, so we show how many have.
- What the panel shows: orders and open cases always, product search only if you switch it on.
- Which shops' orders appear, through the shops you route to each workspace.
fair is fair
If something goes wrong.
- If we can't tell who the buyer is, the panel says so and offers two ways forward: search by order number, or link the buyer by hand. The link is remembered.
- If an agent needs to check identity against an address or a phone number, we don't hold them. We link to Seller Center, where unmasking is a per-order click.
boundaries, on purpose
What this does not do.
No stored personal details
It doesn't store buyer names, phone numbers or addresses.
No stale copies
It doesn't answer from a stored copy. Status is looked up live from TikTok.
No order changes
Shipping, labels, stock and prices stay in TikTok.
short answers
Questions about the panel.
Once: add the panel in Intercom. It takes seconds.
Orders are shown per shop. If you run several, the panel names the shop on each one.
Not yet. It's next on the roadmap. Today, buyer messages and your replies already flow through Intercom. Vote for it →
goes well with
Related.
Stop huntingfor the order.
Messages work today. The order panel is next, and the shops that join now get a say in what ships first.