Upcoming UpdatesFrom 15th July 2025

• 12-Hour Response Rate will be added to your Shop Health page.
• No more Violation Points for missing chat targets.

From 15th August 2025

• Strong performance in 12-Hour Response Rate will boost your Store Rating and replace the 24-Hour Response Rate
• Chat Satisfaction Rate & Average Response Time will be added to your Shop Health page

Coming Soon

• Strong performance in Chat Satisfaction Rate & Average Response Time will also boost your Store Rating

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TikTok Shop offers several metrics that allow you to monitor your chat performance, and ensure that you're providing excellent customer service.

Why Does Good Communication Matter?

Maintaining high chat performance helps you:

• Improve customer satisfaction, which can lead to more repeat buyers and stronger loyalty
• Gain eligibility for Campaigns, Flash Sales, and Affiliate Marketing Tools by boosting your Store Rating performance
• Qualify for exclusive seller programs like Mall and Power Shop

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*The following will be excluded from calculations:

• Chats received while in holiday mode.
• Chats initiated by the Seller (including broadcasts).
• Chats resolved by automated replies and FAQs.
• Chats from customers you have blocked.

Where can I find my current communication metrics?

You can view your current communication performance via the following pages on the Seller Center:

• Shop Health
• Store Rating

How do I improve my customer communication metrics?

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FAQ

What types of messages require a response?

• You should respond to all messages from customers, including text, stickers, emojis, photos and order/product cards. This applies to messages received on regular days, weekends, and holidays.
• A reply includes a response from you or has been resolved by an automatic reply.

I will be away for some time, and will not be able to monitor my shop. What can I do?

• If a seller is not planning to monitor their shop, including during public holidays, we recommend using the 'Holiday Mode' feature to temporarily close their shop and inform buyers about their absence. While a seller's shop is in Holiday Mode, customer service performance will not be assessed.

To learn more about holiday mode, please click here.
Please click here to read our TikTok Shop by Tokopedia Customer Service Guidelines.