Setting up automatic FAQ for Chat to respond to customers faster

How to enable and set up

Go to Customer Messages > Automation Tools > enable “Welcome Message (with FAQs)”. Click Settings to customize the welcome message and displayed FAQs — you can let the system auto-select or manually select up to 5 FAQs to display with the welcome message, previewing in the left pane before saving.

If choosing to customize, click “Select FAQs” — the FAQ list is divided into tabs: All, Pre-purchase, Logistics, After-sales, Other.

Create and manage your own FAQs

Go to Customer Messages > Automation Tools > “Knowledge Base” tab (FAQ Library). Here you can:

• Add new FAQs: select question type, enter question and answer, you can group multiple similar questions to share one answer.
• Edit answers for pre-set questions.
• Turn on/off the display of each answer using the toggle — note that some default questions cannot be turned off, but their answer content can still be edited.

Practical benefits

Save time for both you and the CSKH team thanks to automatic responses for repetitive questions; enhance customer experience with fast, relevant responses; can be customized to the actual needs of the shop instead of using the entire default set.

Risks to note

If the customer only clicks to select an FAQ question and receives an automatic response without asking further, the system counts it as answered within 12 hours — but if the customer asks further and the staff does not respond manually within 12 hours, the system counts it as unanswered, directly affecting the 12h response rate in the shop’s chat performance metrics. Automatic FAQ is only the first step and cannot replace monitoring chat sessions that require real human handling.

Source

TikTok Shop Seller Academy — Set up automatic FAQs for your Chat (updated 19 August 2026)