App features
Introduction
- Guide the customer service app ISVs through the development process from inception to launch.
- Understand a comprehensive view of use cases for customer support app scoping and development.
- Understand how to utilize the TikTok Shop customer service and all related capabilities (API and Webhook).
About Customer Service
Customer Service refers to the communication channel used by the customer service of the sellers and customers to communicate information about the whole process of pre-sale, in-sale, and after-sale.
Once the integration is done using Customer Service API, the messages from your TikTok Shop customers will be forwarded to a third-party customer support system. This eliminates the need to log in to Seller Center to manage customer messages, and allows customer service agents to reply to messages directly on their Customer support platform. This article applies to Third-party Independent Service Vendors (ISV) or self-developed merchants who access the TikTok Shop Customer Service functions.
Sellers can authorize third-party software or systems to use the Customer Service open interface to obtain Customer Service data and functions through the authorization page of the workbench.
The Customer Service open interface will provide capabilities including: A customer service session list, session status, sending pictures, etc., and support merchants to receive and reply to consumer TTS Customer Service messages on third-party systems.
With the Customer Service API, you can build applications that send messages to customers, obtain session lists, session messages, and new event hooks, obtaining and setting customer service agent status. You can get a list of message types that are available for an order that you specify, then call the operation that creates a new conversation to send a message to the customer for that order. By integrating Customer Service Open API with your third-party systems, you will centralize your customer support efforts, maintain better communication control, and provide a consistent customer experience.
Apply for the API
Customer Service is a custom API available in TTSPC, visible to partners/ ISVs who have selected Customer Service as the business category in 'Category & Market' and service category in 'app or service'.
Customer Service API is inactive by default and the partner/ ISV has to apply for access, which requires approval from your Account Manager or Partner Manager to activate the API to build applications.
App Features
| Use Case ID | Use Case Summary | Required | Tags | Scopes |
|---|---|---|---|---|
| SHOP-CONN-SINGLE | The application must be able to connect one store from the platform to one shop in TikTok Shop. | Yes | * Shop Connections | * Shop Authorized Information(431812) |
- Global Shop Information(431300) | | SHOP-CONN-MULTI | The application may be able to connect one store from the platform to multiple shops in TikTok Shop. | No | * Shop Connections | * Shop Authorized Information(431812)
- Global Shop Information(431300) | | SHOP-DISCON-SINGLE | The application must be able to disconnect one store from the platform to one shop in TikTok Shop. | Yes | * Shop Connections | * Shop Authorized Information(431812)
- Global Shop Information(431300) | | SHOP-MAN-MULTI | The application must be able to manage shop connections by adding new ones or removing existing ones. | Yes | * Shop Connections | * Shop Authorized Information(431812)
- Global Shop Information(431300) | | SHOP-MAN-WHOOK | The application must be able to use the Upcoming Authorization Expiration webhook to notify sellers to re-authorize their shop connection. | Yes | * Shop Connections | * Shop Authorized Information(431812)
- Global Shop Information(431300) | | SHOP-MAN-CARRIER | The application must be able to map shipping carriers on the platform to the corresponding ones on TikTok Shop. | Yes | * Shop Connections | * Shop Authorized Information(431812)
- Global Shop Information(431300) | | CS-INMSG-TXT | The customer service application must enable the seller to receive the TikTok Shop buyer's plain text messages on the customer service application. If the message contains multiple paragraphs, all the paragraphs can be displayed properly in the original format. | Yes | * Customer Service | * Customer Service (48004) | | CS-INMSG-VID | The customer service application must enable the seller to receive the TikTok Shop buyer's messages with video files on the customer service application. The video can be properly previewed and played. | Yes | * Customer Service | * Customer Service (48004) | | CS-INMSG-IMG | The customer service application must enable the seller to receive the TikTok Shop buyer's messages with image files on the customer service application. The image can properly be viewed. | Yes | * Customer Service | * Customer Service (48004) | | CS-INMSG-EMOJI | The customer service application must enable the seller to receive the TikTok Shop buyer's messages with emojis on the customer service platform. | Yes | * Customer Service | * Customer Service (48004) | | CS-INMSG-PROD | The customer service application must enable the seller to receive the TikTok Shop buyer's messages with a product card on the customer service application. The product's basic info is accessible. Product info can be retrieved from Get Product endpoint.
The following fields are recommended to present:
- Product ID
- Title
- Price
- Status
- Main image: The first image from API" | Yes | * Customer Service | * Customer Service (48004) | | CS-INMSG-ORD | The customer service application must enable the seller to receive the TikTok Shop buyer's messages with an order card on the customer service platform. The order's basic info is accessible.Order info can be retrieved from Get Order Detail endpoint.
The following fields are recommended to present:
- Order ID
- Order Status
- Order create_time
- Total_amount
- Product_name in the order
- Sku_name and quantity(Aggregate the quantity of the same SKU) | Yes | * Customer Service | * Customer Service (48004) | | CS-INMSG-HIST | The customer service application must enable the seller to retrieve the buyer's historical conversation messages if necessary. | Yes | * Customer Service | * Customer Service (48004) | | CS-INMSG-READ | The customer service application must enable the buyer to be notified if the seller reads their message. | Yes | * Customer Service | * Customer Service (48004) | | CS-OUTMSG-TXT | The existing API cannot send combined messages to the buyer; each message type must be transmitted individually.
The customer service application must enable the seller to send a plain text message to a buyer. | Yes | * Customer Service | * Customer Service (48004) | | CS-OUTMSG-IMG | The customer service application must enable the seller to send an image to a buyer. | Yes | * Customer Service | * Customer Service (48004) | | CS-OUTMSG-PROD | The customer service application must enable the seller to send one or multiple product card(s) to the buyer. | Yes | * Customer Service | * Customer Service (48004) | | CS-OUTMSG-ORD | The customer service application must enable the seller to send a specific order card to a buyer. The seller can retrieve the buyer's recent order information (in the past 3 months), and send it to the buyer.
Order info can be retrieved from Get Order List and Get Order Detail endpoint. | Yes | * Customer Service | * Customer Service (48004) | | CS-OUTMSG-RRCARD | The customer service application may enable the seller to send a refund or return card to the buyer when requesting them to initiate a return or refund. The return/refund card can be issued at either the order level or SKU level.
Before sending a return/refund card, after-sale conditions must be met. To verify eligibility, use the Get Aftersale Eligibility API. | No | * Customer Service | * Customer Service (48004) | | CS-OUTMSG-COUPON | Sellers can search for valid coupons using Search Coupons API.
Eligible coupon: display_type = CHAT or display_type = REGULAR Status = ONGOING Creation_source = SELLER_CENTER Target_buyer_segment != REPEAT_CUSTOMERS
Display a coupon card: Coupon Type: Regular, ChatCoupon Range: Shop / Selected products. Valid period: MM/DD/YYYY - MM/DD/YYYY Coupon discount: xx% off or $xx off Qualification: on order over $xx, max $xx off
The customer service application may enable the seller to send a coupon card to the buyer using Coupon ID as the identifier when calling the Send Message API. | No | * Customer Service | * Customer Service (48004) | | CS-DATA-PRODLIST | The customer service application must be able to load the active product list from the shop.
Obtain the 'shop_id' from either the New conversation or New message webhook. Utilize the 'shop_id' to fetch the product list tailored to that specific shop by invoking the Get Product endpoint. | Yes | * Customer Service | * Customer Service (48004) | | CS-DATA-PRODSRCH | When a message with a product card is received, the customer service application must enable the seller to search for product details using the product ID from the message.
These details should include:
- Product ID
- Product Title
- Main product image (The first image retrieved from the API)
- Price
- Product stock.
For a product with multiple SKUs, all the SKUs should be displayed line by line with the price and inventory behind each line. | Yes | * Customer Service | * Customer Service (48004) | | CS-DATA-ORDNFO | The customer service application must enable the seller to have access to the buyer's order information, both when receiving an inbound message with an order card and when intending to send an outbound message with an order card.
To streamline this process, it's highly advisable to automatically load the buyer's order history upon receiving an inbound message. To achieve this, utilize the 'user_id' field specified in the Get Conversations API to extract the buyer's order details through calls to the Get Order Detail endpoint.
The following fields are recommended to present:
- Order ID
- Order Status
- Order create_time
- Total_amount
- Product_name in the order
- Sku_name and quantity(Aggregate the quantity of the same SKU) | Yes | * Customer Service | * Customer Service (48004) | | CS-DATA-ORDSHIP | Please be aware that an order may be split into multiple packages at the line item level. Get Package ID(s) from Get Order Detail by Order ID. Get Package details(Shipping provider ID and tracking number) from Get Package Detail by package ID. Get Tracking info from Get Tracking by Order ID.
The customer service application may be able to show the logistics info for each package, including:
- Package ID (From Get Order Detail)
- Package status (From Get Package Detail)Shipping provider name (From Get Package Detail)
- Tracking number (From Get Package Detail)
- The latest tracking info (From Get Tracking) | No | * Customer Service | * Customer Service (48004) | | CS-DATA-ORDRET | The customer service application may enable the seller to obtain the customer's return/refund records of a specific order, to gather more context and improve efficiency and service quality. If there is no specific order ID from the buyer, the app should retrieve the order ID from the Get Order List API and filter the result by the current buyer user ID. With the order ID and buyer user ID, the app can search for the reverse order (if it exists) by using the Search Cancellations or Search Returns endpoints.
For cancellations (from Search Cancellations):
- Cancel status
- Cancel initiator: Role
- Cancel reason
- Create time
- Refund amount: Refund total
For returns (from Search Returns):
- Return order ID: Return_id
- Return type
- Return status
- Return reason: Return_reason_text
- Return initiator: Role
- Create time
- Shipment type
- return_provider_name
- return_tracking_number
Return item list:
- Product main image
- Product name
- Item name
- Amount
- Refund amount | No | * Customer Service | * Customer Service (48004) | | CS-DATA-ORDSRCH | The customer service application may enable the seller to access order details by order ID from the buyer's inbound message. | No | * Customer Service | * Customer Service (48004) | | CS-ENG-ORD | The customer service application may enable the seller to obtain the buyer's behavior from the Get Order List and Get Order Detail.
User ID is the unique identifier across the TikTok Shop Open Platform.
From the order details, sellers may obtain:
- How much money did the buyer paid
- How many purchases the buyer made
- What products the buyer purchased
Based on the above info, the seller can determine the message's target customers. | No | * Customer Service | * Customer Service (48004) | | CS-ENG-BMSG | The customer service application may enable the seller to send after-sale, promotional, or marketing messages to the buyer/buyers. | No | * Customer Service | * Customer Service (48004) | | CS-ENG-CSPERF | Customer service performance is measured using several key metrics that evaluate a seller's overall performance. It also serves as a qualifying criterion for participation in other programs, sales events, or access to advanced features.
The customer service application may enable the seller to access customer service performance data for specific time periods. Tracking month-over-month (MoM) performance is recommended to monitor trends closely. | No | * Customer Service | * Customer Service (48004) |