Shopilot
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Customer service workbench for Shopee & TikTok Shop sellers

Every buyer, every shop.One workbench.

Shopilot brings buyer chats from all your Shopee and TikTok Shop stores and markets into one inbox. AI drafts replies under each shop's settings, agents review and send, and orders, refunds, invoices and tickets are handled without leaving the chat.

Sign in to the workbenchSee what it does

  1. 01Every shop's new messages, in one list

  2. 02They write in Malay. You read the translation.

  3. 03AI drafts the reply and shows its source

  4. 04You take a look and hit send

Two platforms. Six markets. Every buyer from every shop, in one workbench. AI drafts or replies under each shop's mode, and your agents make the calls. Orders, refunds, invoices and tickets all get handled right in the chat.

Platforms and markets

  • Shopee
  • TikTok Shop
  • MYMalaysia
  • THThailand
  • VNVietnam
  • PHPhilippines
  • SGSingapore
  • IDIndonesia

Merchants connect with their own apps created on the Shopee and TikTok Shop developer platforms; messages, orders and after-sales go through the platforms' open APIs.

Features

Everything your agents do, on one screen

No more hopping between seller centers. Chats, orders, translations and alerts all revolve around the same buyer.

Every shop in one list

Chats from all your Shopee and TikTok Shop stores and markets land in one inbox, filterable by platform and shop. Unclaimed chats are sorted by how long the buyer has waited; claim, transfer and close from right here.

AI drafts, people decide

AI writes in the buyer's language and shows which Q&A or document it relied on. Agents send it as is, edit it first, or dismiss it. When a buyer asks for a person, a keyword matches, or the AI isn't sure, the chat goes to an agent.

Handed to an agent when

  • The buyer asks for a person
  • A handoff keyword matches
  • The AI isn't sure

Built-in translation

Messages in Malay, Thai, Vietnamese and more come with a translation. Agents write in their own language, and replies are translated before sending.

Claim from Feishu

When a chat is waiting, a card with a one-line AI summary goes to your Feishu group. Tap Claim to jump straight into the chat.

Send media and product cards

Send images and videos, product, order and shipping cards, plus vouchers on TikTok Shop. Save common replies in each language.

AI modes

Hand over to AI one step at a time, shop by shop

Each shop picks a mode for inside and outside working hours. Let AI write in the background first, check that it gets things right, then give it more.

  1. 01

    Off

    AI
    AI stays out
    Agent
    Agents reply to everything

  2. 02

    Shadow

    AI
    AI writes replies but never sends them
    Agent
    Admins and leads compare AI and agent replies

  3. 03

    Assist

    AI
    AI prepares a draft
    Agent
    Agents accept or edit it, then send

  4. 04

    Auto

    AI
    AI replies to the buyer
    Agent
    An agent takes over when a handoff rule fires

Auto is currently available for TikTok Shop shops only. Shopee's platform rules don't allow chatbot replies, so Shopee shops go up to Assist.

Orders

Orders, returns and tickets, right beside the chat

The buyer's orders sit right next to the chat. Take action in place, with the platform's deadlines always in view.

  • Orders & shipping

    See the buyer's orders, items and shipping progress in this shop, and drop order or shipping cards into the chat.

  • Cancellations & returns

    Approve or reject cancellation and return or refund requests, with the platform's deadline on screen.

  • Invoices

    Generate an invoice or receipt from the order and send it in the chat.

  • Tickets

    Platform after-sales cases become tickets automatically, or create one by hand. Reminders before they're due, and forwarding to Feishu groups.

Knowledge

Write down how your best agents work, and let AI follow it

More than a pile of files: Q&As, a product list and playbook cards tell AI how to answer, and when to stop and hand over.

  • Q&A

    Admins and leads write Q&As that go live on save. Uploaded documents can be turned into Q&A candidates by AI and published after review.

  • Product list

    Map your item codes to each platform's seller SKU, so AI knows which product the buyer is asking about.

  • Playbook cards

    Write the steps and branches for a type of question: when to check the order, when to hand off, when to open a ticket. AI follows the card step by step.

  • Learning from chats

    Agents submit chats they handled well; AI drafts new playbook cards from them, which go live after testing and review.

Security

Who sees what, and who did what, all on record

Permissions follow roles and assigned shops, and every action leaves a trail.

  • Three roles

    Admin, lead and agent. Permissions are checked on the server, and each person only sees what they can use.

  • Shop assignment

    Leads and agents only see the shops and chats assigned to them.

  • Two-step verification

    Members can turn on two-step verification and the merchant can require it. Sign-in history can be reviewed and exported.

  • Audit log

    Claims, transfers, sends and settings changes: see who did what, and when.

  • Dashboard

    Agent first-response time, 12-hour response rate, handoff reasons, and how closely AI drafts match agent replies.

  • Retention & deletion

    Delete a buyer's data on request; chats are cleared automatically after your retention period, and data can be exported.

Shopilot

Take care of every shop's buyers, from one place

Shopilot works with Shopee and TikTok Shop in Malaysia, Thailand, Vietnam, the Philippines, Singapore and Indonesia.

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