The AgentivUse cases

Every Shopee review answered, in your voice

An agent that reads new Shopee and Lazada reviews each morning, drafts a reply to each in the shop's tone and posts them after the owner approves

Function: Customer serviceEffort: About a weekPublished: 2026-10-20
ShopeeLazadaClaudeGoogle SheetsLINE

The problem

Reviews pile up across two seller centres and most go unanswered, while the one star review with a shipping complaint sits in public for days. Replying by hand means copying the same thank you note forty times and still missing the one that needed a real answer.

How the agent works

  1. It starts

    Each morning the agent calls Shopee's get_comment for the shop's active items and Lazada's seller review list for reviews submitted since the last run, using the shop's own Open Platform credentials.

  2. The agent works

    It groups them by rating: four and five stars get a short, varied thank you in Thai or English matching the buyer's language; three stars and below get a draft that names the specific complaint, apologises once and offers the next step (a replacement, a refund through the platform, or a LINE OA contact). The drafts go to the owner's Slack or LINE group as a list with the review text, the star rating and the proposed reply; the owner approves, edits or skips each one. Approved replies are sent through reply_comment on Shopee and the seller reply endpoint on Lazada, and one row per review is appended to a Google Sheet so complaints can be counted by SKU at month end.

  3. The result

    Low rated reviews are never auto replied; they always wait for the owner.

Worked example

Both platforms expose the calls in their Open Platform APIs, documented in community SDKs: Shopee's v2.product.get_comment returns rating_star, comment, buyer_username and ctime per item and v2.product.reply_comment posts the reply by comment_id; Lazada's /review/seller/list/v2 returns review_content, four rating fields, can_reply and seller_reply, and /review/seller/reply/add takes the review id and a reply of up to 500 characters. Lazada's review history is fetched in windows of up to seven days, so a daily run fits comfortably. Neither SDK publishes reply rates or sales effects, so measure response time and complaint count on your own shop.

PDPA note. Reviews carry buyer usernames. Write only the review id, product, rating and reply to the sheet; do not copy buyer names or order details out of the platforms.

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Sources

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