TikTok Shop
Bring TikTok Shop conversations directly into Kustomer so your agents can reply from a single platform.
Why Kustomer for TikTok Shop
Brands using TikTok Shop often split support across two systems: TikTok Shop’s interface and their CX platform. Kustomer removes that friction by making TikTok Shop a first-class channel inside your CRM, which reduces handle time and improves visibility.
Key benefits
- Native ingestion and reply for TikTok Shop messages from customers requesting support
- TikTok Shop channel-based routing, tagging, and reporting
- Order lookup by Order ID from Kustomer’s Insight card
- Install one or many storefronts and manage them centrally
Core features
Connect storefronts
Install the TikTok Shop app from Kustomer’s App Directory and authenticate one or more TikTok Shop storefronts for your account.
Inbox & replies
Ingest shopper messages into Kustomer so agents can reply from the timeline using the TikTok Shop channel; no tool switching required.
Routing & reporting
Route TikTok Shop conversations with existing workflows and tag them for analytics and SLA tracking alongside other channels.
Order lookup
Enter a TikTok Shop Order ID to surface order details in Kustomer.
Admin controls
Enable, disable, and disconnect storefronts; manage authentication; and add or remove shops without engineering support.
How it works
- Install the app. Admins install the TikTok Shop app from the Kustomer App Directory and authenticate their storefront(s).
- Messages flow into Kustomer. Shopper messages sent via TikTok Shop are ingested as conversations and are eligible for routing and reporting.
- Agents reply from the timeline. Agents respond on the TikTok Shop channel directly from the conversation view. Message length respects TikTok Shop limits.
- Order lookup (optional). Use the Kustomer Insight card to lookup TikTok Shop Order IDs for contextual information.
Get started
Install the TikTok Shop app from the Kustomer App Directory following instructions in our Help article. Reach out to your Customer Success Manager for additional help.
View our listing on the TikTok Shop app store.
FAQ
Does this integration cost extra?
Kustomer’s TikTok Shop app is available to all customers at no additional cost.
Does this integration work for sellers outside of the US?
Not at this time.
Will this create duplicate orders if I use Shopify?
We avoid ingesting full order objects through TikTok Shop integration to prevent duplication with our integration with Shopify. Use Order Lookup for contextual information. If you currently use Shopify alongside TikTok Shop, we recommend a rollout plan with an expert on our team.
Does Kustomer ingest order objects from TikTok Shop?
Not at this time. Kustomer can retrieve associated order objects and/or order history through our Shopify integration.
Can I authenticate multiple TikTok Shop storefronts?
Yes, admins can authenticate and disconnect multiple storefronts from the app page.
Which features are not supported?
Product cards, coupons, refunds, and advanced order actions are not supported at this time.