Tokopedia: Chat with customers directly

The Tokopedia integration connects your Tokopedia store to Kommo, allowing you to handle all customer communications in your CRM. Each new message from Tokopedia automatically creates a lead in Kommo, helping you track and respond efficiently. This setup centralizes your communication, enhances team collaboration, and ensures that no customer inquiry is overlooked.

Integrating Tokopedia with Kommo offers several practical advantages that help improve your business operations and customer communication:

• Centralized communication: Handle all your Tokopedia customer messages directly in Kommo, eliminating the need to switch between multiple platforms and keeping everything organized in one place.
• Lead management: Each message from your Tokopedia store automatically creates a new lead in Kommo, making it easy to track and follow up on every customer interaction.
• Better team collaboration: Team members can view and respond to customer messages, leave internal comments, and keep track of updates within Kommo, ensuring smooth communication and a clear workflow.
• Time-saving automation: Use Kommo’s Salesbot to automate repetitive tasks, such as sending automated replies, to save time and focus on more complex customer requests.
• Improved customer insights: As soon as a message arrives, Kommo displays the customer’s contact information, helping you respond faster and tailor your communication based on past interactions.
• Consistent messaging experience: Maintain a unified experience for your customers by managing all Tokopedia messages in a single thread, regardless of where the conversation started.

Before using the Tokopedia integration, keep in mind the following limitations:

• Chat history: Messages sent before the integration won’t be imported into Kommo. Only new messages will be synced.
• Order sync: Currently, product orders are not synchronized. Each customer message creates a separate lead in Kommo without any connection to the related orders.
• Attachments: Files like images, documents, and GIFs sent from Kommo are not supported by Tokopedia and will return an error message.
• Invoices and product links: You can only receive an invoice or product link if it’s included in a message from the customer.
• Messages from Tokopedia: Any messages sent directly by the seller in Tokopedia won’t be shown in Kommo.

To get started, make sure you have a:

1. Tokopedia account: You need a registered Tokopedia account, with your store listed as an Official Store or Power Merchant.
2. Tokopedia seller API account: Create one on the Tokopedia developer site (verification may take up to 3 days).
3. Kommo subscription: Available for all Kommo subscriptions and trial accounts.

Here’s how to connect your Tokopedia account to Kommo:

1. In Kommo, go to Settings > Integrations and search for “Tokopedia”.
2. Click Install. A pop-up window will appear. Check the box to accept the privacy policy, then click Install again to continue.

1. Create a Tokopedia account if you don’t have one. Make sure your store is registered as an Official Store or a Power Merchant.
2. Go to the Tokopedia developer site and create a Tokopedia Seller API account. Verification may take up to 3 days.
3. Once your Tokopedia Seller API account is verified, go to App Management in your Tokopedia Seller API account and click the Add live apps button.
4. Select your app and go to Shop Management.
5. Add your store using your store URL to find the domain. For example, if your store URL is “https://www.tokopedia.com/kommo”, the domain would be “kommo”.
6. Allow Kommo to access your store by approving the permission email from Tokopedia or in your store settings.
7. In your developer account, click on your app, then go to the IP Whitelist & Public Key section. Enter Kommo's IP address here.

1. Once the developer setup is complete, go back to the Tokopedia widget in Kommo and fill out the form to connect. You can find your Shop ID in the Shop Management section in Tokopedia.
2. After entering your Shop ID, click Save to finalize the integration.

Once connected, you can manage all your Tokopedia customer messages directly in Kommo. Here’s how it works:

• New Messages: When a Tokopedia customer sends a message, Kommo automatically creates a new lead with the customer’s contact information and chat details.
• Reply from Kommo: You can respond to all your Tokopedia customer messages right from Kommo, without switching platforms.

How the message looks like in Tokopedia:

• Attachments: Customers can send images, invoices, or products in their messages.

When a customer sends a product as a message:

How the message looks like in Kommo:

When a customer sends an invoice as a message:

How the message looks like in Kommo:

• Emojis and Stickers: You can send emojis from Kommo, but stickers sent by customers in Tokopedia will show up as text descriptions in Kommo.
• All messages from a customer will appear in a single thread in Kommo, no matter where they started the conversation (e.g., website or app).
• Your chats will be linked to the customer, not to specific products or orders, so keep this in mind when reviewing the conversation history.
• When customers send invoices, they will show up as separate messages in Kommo.
• You can use Salesbot to automate your Tokopedia processes. Check out our article on How to create a Salesbot for more details. Available for the Advanced subscription plan and higher.

Your Tokopedia integration is now ready to help you manage customer inquiries and maintain seamless communication with your customers—all from Kommo!

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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