one message, there and back
How it works.Follow one message.
A buyer writes to your shop in TikTok. Your team answers in Intercom. Here is the whole trip, step by step.
no new inbox to learn · works with Intercom
Hi! Has my order shipped yet? It's a birthday present.
Hi Maya! It shipped yesterday and it's out for delivery today.
North StudioPerfect, thank you!
- Maya R.TikTokHas my order shipped yet?
- Jordan P.Do you ship to Canada?
- Priya S.Thanks, that worked.
No new conversations
Hi! Has my order shipped yet? It's a birthday present.
Maya R. · 14:02Hi Maya! It shipped yesterday and it's out for delivery today.
Sam · 14:05Perfect, thank you!
Maya R. · 14:06in between
Every message in, every reply out.
- 1Which shopWe find the Intercom workspace this shop's messages go to.
- 2Which conversationEach buyer's thread has one Intercom conversation, so follow-ups land together.
- 3Masked stays maskedNames, phone numbers and addresses that TikTok masks reach the screen masked.
- 4Labelled as TikTokIt opens like web chat, with the store and market on it, to filter, route and report on.
- 5Nothing keptThe message is processed on the fly. We don't store it.
- 1TikTok's rulesNo links, and limits on size and type. Your agent is warned before a reply breaks them.
- 2Sent as your shopThe buyer sees your shop's name, not your agent's.
- 3Nothing keptYour reply is processed on the fly too, and not stored.
fair is fair
If something goes wrong, here is what happens.
if TikTok's notification never arrives
TikTok's notifications are best-effort, so we also check on a schedule and pick up messages we weren't told about.
if a reply breaks TikTok's rules
A link, or a message that's too large or the wrong type, can be rejected by TikTok. Your agent is warned before sending.
if TikTok disconnects your shop
You see it on the Shops screen and get an alert, so you can reconnect before a buyer notices.
if it's a very busy day
TikTok caps chat calls per shop, per day. We serve live conversations first.
before the first message
Set up once. Then it stays out of the way.
three people, once each · and three things it never does
Shop owner
Authorise each shop on TikTok's own screen. We never see your password.
what you authorise →Intercom admin
Link your workspace and choose which shops send their messages into it.
what the admin does →Every agent
Nothing to install. Answer TikTok Shop buyers in Intercom like anyone else.
Not a Seller Center
It covers buyer messages. Orders, listings and settings stay in TikTok.
Catalogue stays yours
No listings, prices, stock or shipping. It does not change them.
No AI replying alone
CommerceReply writes no replies of its own today. Buyers get what your team sends from Intercom.
AI answers: later, on the roadmap
short answers
Questions about the path.
Two short steps. The shop owner approves CommerceReply on TikTok's own screen, then an Intercom admin links your workspace and chooses which shops send messages into it. Your agents install nothing. Who does what →
No. A buyer's message opens as an ordinary Intercom conversation, and agents answer it the way they answer any other. The one new habit: TikTok doesn't allow links in messages to buyers.
Yes. Answer in Intercom like any other conversation, and the buyer gets your reply in TikTok, as your shop. TikTok's message rules still apply: no links, and limits on size and type.
You'll see it on the Shops screen and get an alert, so you can reconnect before a buyer notices. Messages already in Intercom stay where they are.
Links your Intercom workspace to CommerceReply and chooses which shops send their messages into it. When orders and refunds arrive, they bring a few more admin settings, and we list each one on the Intercom page before it ships. The Intercom page →
Connect as many as you run. Each shop is connected on its own, inside a workspace you control, and they can all feed the same Intercom. Plans include one, three or ten shops, and an extra shop is $49 a month on any plan. See pricing →
Watch your firstmessage arrive in Intercom.
Connect a shop, link Intercom, and answer from the inbox your team already uses.