Shopee buyer chats answered, even after hours

A Shopee chat agent that reads buyer messages through the Shopee Open Platform, answers product and order status questions from the shop's own listing and order data in Thai or English, sends refunds and complaints to staff on LINE, and only drafts replies until the owner trusts it

The problem

A Shopee shop in Thailand gets most buyer questions at night: does this come in size L, when will my order ship, is the two pack cheaper. The seller answers from a phone the next morning, by which time the buyer has bought elsewhere, and the ones who waited are already annoyed.

How the agent works

1. It starts

   The shop authorises a partner app on the Shopee Open Platform (partner_id, partner_key, the shop authorisation code, then access and refresh tokens, the flow every community SDK on GitHub shows).

2. The agent works

   On a short polling schedule the agent fetches new buyer messages per conversation (the Chat module's getMessage({ conversation_id }) in the shinryak wrapper), reads which item the buyer is asking about, and pulls the shop's own product and order data from the product and order endpoints (getItemList, getOrderDetail), then picks one of three actions. Product questions it answers from the listing, variation and stock data in Thai or English to match the buyer; order status questions it answers from the order record; refunds, complaints, bargaining and anything the data does not cover go to the staff LINE group with the conversation link and a suggested reply, and the agent tells the buyer a person will follow up. Replies go back through the IM send endpoint (/im/message/send, which per the MonveChen SDK accepts text, an image URL, an item_id or an order_id, so the agent can attach the product or order card). Every automated reply is logged with its conversation id, and for the first two weeks the agent only drafts: a staff member taps send in Seller Centre.

3. The result

   The owner reviews the log weekly and adds the questions it got wrong to the shop's knowledge sheet in Google Sheets.

Worked example

The shinryak-shopee-api README on GitHub describes a wrapper for Shopee Open API v2 that supports the Shop API only (no Merchant API), with Product (incomplete), Shop, Order, Logistics, Chat, Public and Returns modules, and shows shop.Chat.getMessage({ conversation_id }) and shop.Order.getOrderDetail({ order_sn_list }); the repository is early stage with a single commit. The MonveChen/shopee-openapi-v2 README (TypeScript, Apache 2.0) says it covers only the IM part and documents /im/message/send with access_token, template_id and session_id plus optional txt, img_url, item_id and order_id, returning a message_id. The congminh1254/shopee-sdk README describes a TypeScript SDK with 29 managers such as Product, Order, Logistics and Payment that handles request signing and token refresh and needs Node.js 20 or later, but has no chat manager. None of the three reports a shop's results, so measure your own: the share of chats the agent answers alone versus hands to staff, and how many drafts staff edit during the trial.

Sources

• https://github.com/shinryak/shinryak-shopee-api
• https://github.com/MonveChen/shopee-openapi-v2
• https://github.com/congminh1254/shopee-sdk