for TikTok Shop sellers running support on Intercom
Answer TikTok Shop buyerswithout leaving Intercom.
Every TikTok Shop message lands in Intercom as a conversation. Every reply goes back to the buyer as your shop.
connect a shop yourself · works with Intercom
Open letter
Hey TikTok Shop seller!Your buyers write in TikTok. Your team answers in Intercom.
TikTok Shop buyers write to you inside TikTok. Your team lives in Intercom, and nothing connects the two.
So someone checks a second inbox, copies context across, and hopes nothing slips. Meanwhile TikTok is measuring your shop on how fast and how well you reply.
All you need is every buyer message in the inbox your team already uses. That's where CommerceReply comes in.
one shop, end to end
Two you do once. Two happen for you.
- one time
Connect your shop
One TikTok authorisation screen. As many shops as you run.
- one time
Connect Intercom
Link your workspace so every conversation has a home.
- all day
Messages arrive
Each buyer message opens as a conversation in your inbox.
- without leaving
Reply, and stay put
Your answer goes back to the buyer in TikTok, as your shop.
what works today
TikTok Shop conversations, in the inbox your team already uses.
live now · refunds and returns are next
One-step TikTok connection
Authorise each shop on TikTok's own screen.
Workspaces for your team
Group your shops into workspaces and manage them in one place.
One inbox, every shop
Run more than one shop? They all feed the same Intercom.
Messages in
Every buyer message opens as a conversation in Intercom.
Replies out
Answer in Intercom and the buyer gets it in TikTok, as your shop.
Next: refunds and returns
Approve, decline and refund from the same inbox, with the deadline showing.
see the roadmap below ↓
fair is fair, so here's the status
What works today, and what's next.
updated 4 October 2026
- Connect a shop with TikTok sign-inlive
- Workspaces and shops in one placelive
- TikTok messages in Intercom, both wayslive
- Orders beside every conversationnextI want this →
- The deadline queuenextI want this →
- Approve, decline and refund from IntercomnextI want this →
- Guardrails, audit trail, AI answers and morelaterI want this →
who built this
Built by people who have wired helpdesks together for seven years.
- 3integration products shipped: Octopods (opens in a new tab), BackReply (opens in a new tab), Rasayel (opens in a new tab)
- 7years against helpdesk and messaging APIs
- 1helpdesk to start, done properly: Intercom first
short answers
What people ask before they connect.
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 →
For messages, any Intercom plan that can create conversations. Fin answers, on Growth and above, need Intercom Workflows, which Intercom includes on its Advanced plan. Plans and what they need →
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.
Live now: connecting shops, workspaces, and messages in both directions between TikTok Shop and Intercom. Next: orders beside the conversation, the deadline queue, and refunds and returns. Tell us what you want first in the roadmap above. See the roadmap →
We don't store messages: each one is processed on the fly as it passes between TikTok and Intercom. We don't store the personal details TikTok masks either: names, phone numbers and addresses pass to the screen and are not written down. We keep only what the job needs: which TikTok chat belongs to which Intercom conversation, and the connection for each shop. What we hold →
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 →
One inbox forevery TikTok Shop buyer.
Connect a shop, link Intercom, and watch buyer messages arrive where your team already works. Refunds and returns are next, and the shops that join now get a say.