SmartReply is the market leader in e-commerce customer service and marketing AI automation. Designed to be so good, no one questions if they are talking to a human or AI. Built-in actions that give the AI the ability to semi or fully automatically handle most common e-commerce sensitive actions.
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10 Reasons to Use SmartReply®
Protect or raise your TikTok Shop seller score
Save on payroll, scale up or down without volume constraints
Automate your TikTok Shop or other customer service
Provide a better customer experience
Insurance policy, making sure no conversation or request breaches the response window that hurts the shop score
Save money on refund requests, with automated AI negotiating
You don't have to completely switch CS apps, but you can
The market leader in e-commerce customer service AI automation
Automating comments, lightens volume load, improves engagement and can automatically reply, like, or hide comments with AI
Easy to set up, with great technical support
Capability Highlights
Semi/Automated AI messages with AI Actions and escalations
Fully automatic comment and mention management on all platforms
AI training that actually sounds like your brand (not generic AI)
AI follow up capabilities (Marketing and Customer Service)
TikTok Shop AI review management (coming soon)
Integrates and automates every e-commerce messaging channel
Content Library, save all content from customers for all channels in one place
Setup that takes minutes, not months
Response Times and Shop Score
At the end of the day, the customer cares about one thing: getting their request handled fast. TikTok Shop cares about the same thing, which is why response time and satisfaction directly impact your shop score. As a seller, you care about all of that too, but you also need to make sure you're approving the right things and not losing money on bad approvals. SmartReply helps you achieve all three.
Faster Response Times
SmartReply responds to customers in 30-90 seconds, making sure no conversation breaches the response window that hurts your shop score. No more missed messages or late replies.
Higher Shop Satisfaction
A better, faster customer experience leads to higher satisfaction scores. When customers get helpful responses quickly, they leave happier and your shop metrics improve.
Protected Shop Score
Consistent, fast, quality responses across all conversations protect and raise your overall TikTok Shop seller score over time.
Analytics showing shop score improvement
TikTok Shop conversion rate and CS guided GMV metrics
Sentiment and Intent Detection
The SmartReply AI chatbot detects the intent and sentiment of every conversation and responds accordingly. For example, when a buyer sends an order card and asks "where is my package?", the AI recognizes the intent (order tracking) and sentiment, then responds with the appropriate message cards and information.
Sentiment Classification
All messages are classified as positive, negative, or neutral so you can quickly prioritize conversations that need attention.
Quality Score
Each message receives a quality score from 1 to 5, giving you a quick measure of conversation health at a glance.
AI Tags
AI-generated tags are visible in the conversation sidebar, making it easy to understand the context at a glance.
Advanced Filtering
Filter conversations by sentiment, quality score, and AI tags to focus on the conversations that matter most.
Organize conversations with custom folders like Done, Spam, Follow Up, and your own categories. Filter by AI-generated labels, status, or create new folders to keep your inbox structured. Mark conversations as done, follow up on them later, or apply bulk actions to stay on top of every request.
SmartReply filters panel showing custom folders, AI labels, and status filters
SmartReply conversation view showing TikTok Shop message cards with product, order, and logistics details
SmartReply instant order tracking - AI reading a logistics card and responding with shipping status
TikTok Shop Message Cards
TikTok message cards are used to look up additional context and provide it to the AI chatbot for the highest possible contextual answers. All message cards supported by the API are supported by SmartReply, including product, order, and logistics cards.
Can the SmartReply AI read TikTok Shop message cards? Yes. Cards are interpreted by the AI for full context.
Can SmartReply send TikTok Shop message cards? Yes. The AI can send them automatically, or a human agent can send them manually.
Product Cards
Product details, variants, pricing
Order Cards
Order status, tracking, details
Logistics Cards
Shipping status, carrier info
Coupon Cards
Discount codes, promotions, offers
Confirm Address
Address verification, updates
Refund Cards
Refund status, amount, approval
Training
Initial training is typically 30-40 minutes. If you use Shopify, this will speed up the process, as we can automatically sync your products and policy pages and more.
Step 4: Website Information
Add website information, important links, and FAQs during step 4 of setup.
Message Selector
Click on messages, customer then brand reply. This shows the AI: when you see a message like this, reply something like this. This trains the AI on how to follow your conversation support flow. This is also how you can train the AI tone of voice.
Comment Selector
Click on comments to train your AI on dealing with comments. Similar to the message selector, you can click on replies to train the AI, when you see a comment, how to respond. Some examples are: comments that should be hidden, or certain ways of answering certain questions, when to reply or not reply, etc.
Custom Instructions
This is great for giving guidance, rules, logic. Things to say or not to say. How to route certain inquiries. Any information that the AI might need to know that isn't otherwise covered. For example, "make sure to use our branded emoji when applicable."
Advanced Post Sales
Watch the overview
Actions Overview
There are three ways actions can be created:
TikTok Shop messages
(managed by Shop)
TikTok Customer Service messages
(managed by TikTok)
All other messaging channels
(managed by SmartReply)
SmartReply Actions dashboard showing action types with counts, approval status, and resolution details
Confirm action dialog showing request details, return timeline, and refund summary
SmartReply AI Approval settings page showing test mode, daily approval limit, and condition presets
Refund Negotiation
SmartReply can negotiate refund requests in messages for you based on criteria and training you set up. This behavior is already baked in, but adding specific instructions and message training can dial it in to follow your exact process. If the negotiation is successful, the AI creates the internal action request, then the approval system takes in all context and what the brand wants to approve, deny, or wait for human approval, and executes the function to resolve the case.
Example: Custom Instruction for Refund Negotiation
"When someone wants to return for a full refund, try to negotiate a 60% refund and they keep the item instead of returning it. If they agree to it then call the refund function with the discount. If the buyer won't agree then proceed with the return flow."
Additionally you could use the message selector to click on an example of a similar conversation that your team has already had.
Case Resolution Rate (CRR)
SmartReply AI is designed to achieve a very high Case Resolution Rate for sensitive and complex requests by incorporating a configurable AI Approval Feature. The ultimate resolution rate is not a fixed number but is determined by the brand's chosen automation threshold, giving them the capability to achieve industry-leading resolution rates.
How it works: a two-step approach
The system combines context retrieval with automated decision-making.
Context gathering
The AI reads all available data - order status, customer history, message cards, previous conversations - before crafting a response.
Action decision
Based on context and your configured approval rules, the AI decides whether to auto-resolve, escalate, or request manual approval.
Manual Eligible Actions
Manual eligible actions are available in the conversation sidebar. These allow the agent to perform manual actions in the case of a general escalation, where one of the requests doesn't fit within one of the dedicated actions and needs a human agent to complete the ticket escalation.
Conversation with escalation, order details, and approved refund action
Order details with eligible actions in the conversation sidebar
TikTok Shop Review Management
AI-powered TikTok Shop review management is coming soon. This feature will allow you to automatically respond to and manage customer reviews on your TikTok Shop.
What People Say
SmartReply is trusted by top sellers across TikTok Shop, Shopify, and social media. Here is what some of our customers have to say about their experience.
Case Study
Bask&Lather
Top Seller on TikTok Shop
Metrics from 03-10-26, 04-10-26
$20K+
Saved in Payroll
97%
Response Rate
24/7
Automated Coverage
99.05%
Containment Rate
$10K
Attributed GMV
90%
Shop CSAT Score
What is Containment Rate?
Containment rate measures the percentage of conversations fully resolved by AI without requiring human intervention. A 99.05% containment rate means only 0.95% of conversations needed escalation to a human agent.
Bask&Lather, a top seller on TikTok Shop, was able to save over $40,000 per year in payroll by using SmartReply to automate their customer service. They had previously allocated that budget for hiring a social media assistant to handle thousands of comments and DMs daily across platforms, and keeping up was a constant challenge. With SmartReply, the setup was seamless, and they achieved a 97% response rate while maintaining high customer satisfaction. The SmartReply team provided 1-on-1 support within hours to get everything running.
"This app just saved us over $40,000/year we had allocated for hiring a social media assistant. We receive thousands of comments and DMs daily across platforms, and keeping up was a constant challenge, until now. The setup was seamless, and the Smart Reply team provided 1-on-1 support within hours."
Shaina, Chief Executive Officer at Bask&Lather
Video: Bask&Lather Success Story
See how Bask&Lather uses SmartReply to automate their TikTok Shop customer service
Frequently Asked Questions
Can anyone with shop access set up the integration?
No, you must install the app with the owner TikTok Shop account.
Can this work with other TikTok channels such as comments?
Yes, we have full support for automated TikTok comment replies and moderation as well as other social medias.
Do I have to switch customer service apps to use SmartReply?
No you don't. Plenty of our customers sign up with us because they want to leverage our AI comment management which fully automates replies, likes and hiding. You can switch over if you like or just selected channels, the choice is yours.
Do the replies still sound like AI like everyone else?
No, we have developed a proprietary training system that is surprisingly fast, easy and effective. Essentially we train your AI off your previous replies, so that it actually sounds like your brand already does.
Is this app fully automatic?
The answer is it depends, it can be a mix and can be configured to your preferences, automating as much of the process as you would like to.
Do you offer guided onboarding and does it cost money?
Yes, we offer a free guided onboarding call where we are happy to walk through the set up with you. You can schedule an onboarding call with us on the first page of the setup guide - there is no cost or obligation.
How do credits work / what is a credit?
1 credit = 1 message or comment.
Do I need to set up macros and automated flows like other apps?
No, SmartReply AI is completely dynamic, no flows or macros needed.
What integrations do you have?
Our top integrations are: TikTok Shop, TikTok, Shopify (website chatbot), Gmail, Facebook, Instagram, WhatsApp, YouTube, Google Reviews.
What happens if someone needs help with a complex request or something outside of the dedicated actions?
We use the escalate function for all general requests that need a human agent to finish helping the customer.
If I don't want to deal with the CS requests at all for TikTok Shop, can I fully automate them with SmartReply AI?
Yes, you can.