for your Intercom admin
What we addto your workspace.
Each TikTok Shop buyer thread becomes an Intercom conversation, and replies go back to the buyer as your shop. Here is what that adds, and the one step only an admin does.
Intercom and Fin are trademarks of Intercom · not affiliated with or endorsed by Intercom
last reviewed 4 October 2026
Intercom's rules
A few limits are Intercom's.Here is how we work with each one.
Intercom doesn't let an app add a new channel, so TikTok conversations look like web chat, with an attribute that says they came from TikTok.
Fin only takes conversations an app creates when a workflow hands them over, and workflows need Intercom Advanced. That's why Fin arrives with Growth.
Intercom bills its own part, including Fin. We never fold it into ours.
three people, once each
Who does each part.
- shop owner
Approve on TikTok
Sign in on TikTok's own page and approve each shop.
- Intercom admin
Link the workspace
Connect Intercom and choose which shops send their messages into it.
- every agent
Nothing to install
TikTok Shop conversations open in the inbox like any other.
- us
We keep watch
We check on a schedule, and alert you if a shop disconnects.
in your workspace
What we add today, and what comes next.
four today · one next and one later, each with its own setup
Your shops, routed
Choose which TikTok shops send their messages into this workspace.
Marked as TikTok
Each conversation carries the TikTok store and market, for inbox views and reports.
A conversation per buyer
Each buyer thread opens as a conversation and stays attached to that buyer.
Replies as your shop
Your agent's reply goes back to the buyer in TikTok.
The order panel: next
Orders beside the conversation. We'll list any admin step it needs here before it ships.
orders beside the conversation →Fin, with live lookups: later
Lookups for orders and refunds, and a workflow that hands TikTok conversations to Fin.
see the roadmap →
before you pay for anything
The Intercom plan you need.
- TikTok messages, both ways
- Any Intercom plan that can create conversations
- Fin on TikTok conversations (Growth and above, later)
- Intercom Advanced, because Fin needs Workflows
- Each Fin outcome (a conversation Fin resolves or hands over)
- $0.99, billed by Intercom, not by us
Intercom is billed by Intercom. CommerceReply's own prices are on the pricing page.Pricing
short answers
Questions from Intercom admins.
An admin links the workspace. A shop owner can connect the TikTok side first, and the admin links Intercom and chooses the shops after.
For messages, any Intercom plan that can create conversations. Fin on TikTok conversations needs Intercom Workflows, which Intercom includes on its Advanced plan. Plans →
Like web chat, with an attribute that marks them as TikTok, plus the store and market. Intercom doesn't let an app add a new channel, so the attribute is what you filter, route and report on.
Not yet. Fin answers are on the roadmap for Growth and above. Today CommerceReply writes no replies of its own: buyers get what your team sends from Intercom. Answers without an agent →
No. TikTok Shop conversations open in the inbox like any other, and agents reply the way they always do.
We support Intercom only today. Tell us which one you use and we'll count it. Tell us what you use →
Your team alreadyknows this inbox.
Link Intercom once, choose your shops, and TikTok Shop buyers arrive as conversations your agents already know how to answer.