Conversation workbench
This is where reception happens: conversation list on the left, chat window in the middle, buyer and product context on the right.
Filtering and finding conversations
The shop selector sits at the top of the list. You can pick all shops and see everything interleaved, or narrow to a few. Operators only see the shops assigned to them.
The list is sorted by most recent message. If you suspect something did not sync, use the sync button at the top of the list to pull again from the platform.
Day to day you never need to sync manually: messages arrive in real time by webhook, with a periodic reconciliation as a safety net. The button is a troubleshooting tool.
What you can send
| Type | How | Channel limits |
|---|---|---|
| Text | Straight into the message box | All channels |
| Emoji | Emoji button | Not supported on TikTok Shop |
| Image | Image button, upload from your computer | All channels |
| Video | Video button | Not supported on TikTok Shop |
| Sticker | Sticker button, official platform stickers | Shopee only |
| Product card | Send button in the product panel on the right | All channels |
| Order card | Send button in the order panel on the right | All channels |
| Follow invite | Follow invite button in the chat toolbar | All channels, needs setup first |
Videos are large: upload and platform transcoding both take time. Wait for the progress to finish before closing the page.
Other chat toolbar buttons
- Translate — translate the buyer's message or your draft; see Translation;
- Quick replies — open the phrase library; see Quick replies;
- Follow invite — send the preconfigured image and text; see Basic reception;
- Mark as to-do — push this conversation into the human queue with a priority and a note; see To-do queue.
Badges on message bubbles
- Bubbles with the AI badge were sent automatically (AI replies, welcome messages and timeout replies all carry it);
- FAQ record: when a buyer uses the platform's built-in FAQ, a system record is left behind. The public API only exposes that summary and not the detailed content, so use the seller center to read the original. These messages do not trigger AI replies or automated reception.