AI chatbot for marketplace sellers on Shopee and TikTok Shop
An AI chatbot for marketplace sellers gives every buyer on Shopee and TikTok Shop a quick, consistent answer on every listing, even when your catalog changes daily. The assistant answers from one knowledge base, so what buyers read on the marketplace matches your own website chat and your other channels.
Why do marketplace sellers need consistent answers?
- The catalog moves daily: flash-sale prices, vouchers and stock change faster than any team can memorise.
- Several people cover chat, each in their own way: ask two agents about returns and you can get two different answers.
- Peak hours bunch messages together: on a sale day or during a livestream, one person cannot answer everyone in time.
A shared knowledge base helps with all three: every answer comes from the same place, whoever is on shift.
What can the assistant do on Shopee and TikTok Shop?
| Shopee | TikTok Shop | |
|---|---|---|
| Answers buyer chat | Yes | Yes |
| Where product information comes from | Synced products, variants, prices and stock, plus your shop profile, read-only | Synced products, prices and stock, read-only |
| Shipping and return policy | From your knowledge | From your knowledge |
| Order status in chat | Handed to your team | Yes, after the buyer confirms the last 4 digits of their phone |
| Hand off to a person | Yes, through the shared inbox | Yes, through the shared inbox |
On both marketplaces the connection is read-only: products, prices and stock are synced from your shop, and nothing in your shop changes. On Shopee it also imports your shop profile, and policies you write yourself, such as returns, still come from your knowledge. The assistant answers chat messages only, not product reviews or livestream comments.
How do you keep answers consistent when the catalog changes daily?
- Run every channel on one knowledge base. Your website, Messenger, Shopee and TikTok Shop all answer from it, so one edit updates each channel once the content has been processed; see channel and knowledge source.
- Separate marketplace rules from your own policy, since the two can differ.
- Date every promotion with a start and end, and delete it when the campaign ends, because an old promotion left in your knowledge will keep being quoted.
- Review Improve answers weekly and write an answer for each question from the last 30 days that was handed off, left the assistant unsure or hit a gap.
- Test before you publish in the Try it panel, using the questions buyers ask most.
The guide to writing good knowledge shows how to keep entries short and easy to update. If you also run your own website store, the same knowledge serves it too; see AI chatbot for ecommerce stores.
Marketplace limits to know about
Shopee blocks phone numbers, emails and links in chat, and TikTok Shop does not allow them either. A reply that contains one is not delivered, the inbox tells you why, and your team needs to answer. TikTok Shop also only allows replies to buyers who chatted in the last 30 days or ordered in the last 60 days, and it caps the messages you can send per day. Keep checking each marketplace's latest seller policy.
What the assistant will not do, and when it hands off
- It does not create or confirm orders, take payment or open return requests.
- It does not sync orders: order status in chat works for TikTok Shop orders only.
- It does not send promotions in bulk or follow up with buyers on its own.
The assistant hands the chat to your team when it is unsure, when the buyer asks for a person, on complaints and faulty items, for a specific Shopee order, and when a buyer is ready to buy. The handoff setup guide shows how to choose the rule.
Next step
Watch the assistant answer a buyer question in the live demo, then pick the channels to connect on the integrations page. The ecommerce chat overview puts it all in context.
Frequently asked questions
Does the chatbot sync my Shopee products?
Yes. You sign in to Shopee and approve your shop, and AI Chatbot imports the shop profile and your products with variants, prices and stock, then keeps them in sync. It only reads, so nothing on Shopee changes.
What does it do when a TikTok Shop buyer asks about an order?
The assistant looks up the TikTok Shop order status after the buyer confirms the last 4 digits of their phone number. Orders from other platforms are handed to your team.
Can one chatbot cover my website, Shopee and TikTok Shop?
Yes. The channels share one knowledge base, so a single edit changes the answer everywhere, and no plan limits the number of channels.
Can it create orders or handle returns on the marketplace?
No. The assistant only answers chat messages. Creating orders, taking payment and handling return requests stay with you on the marketplace.
Can it edit my products on Shopee or TikTok Shop?
No. Both connections only read your products, prices and stock and change nothing in your shop.