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Source URL: https://seller-vn.tiktok.com/university/essay?knowledge_id=3721371931543297 Title: Broad

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Source URL: https://seller-vn.tiktok.com/university/essay?knowledge_id=3721371931543297 Title: Broad

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Published: 2026-05-08 · Source: crawler_authoritative

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Broadcast Feature03/06/2026User AnalyticsProduct AnalyticsService AnalyticsThis article provides sellers with a comprehensive overview of Broadcast Feature. Targeting the right customer segment with the right message through the right channel is the key to growing customer loyalty. This feature is available on Seller Center PC for all sellers.What is Broadcast Feature?CRM refers to Customer Relationship Management, which means process managing relationships with customers by using mass communication tools to target different levels of users. Broadcast Feature, previously CRM, provides sellers with operating tools to target customers in a more personal way.TikTok Shop Broadcast Feature provides user segmentation and plan functions for sellers to do marketing, such as sending promotional messages, campaign announcements or offers to their customers on different levels.Broadcast Feature is currently accessible only through the Marketing menu in the Seller Center on PC. What Do My Customers See? The picture below is an illustration of what the message will look like on the customer’s side.Note: All screenshots are for reference purposes only. The actual interface and features may differ.Benefits of Customer feature Function Details Customer feature has 3 key functions to help sellers manage engagement operations for customers smoothly.Customer Overview Customer overview dashboard provides overall data and insights regarding customers’ segmentation and historical analysis. Through this dashboard, sellers would be able to build their customer loyalty strategy, which ultimately leads to greater sales.Understand customer outreach plans impact in funnel from view to purchase.Manage and grow customer segments based on your priorities. Visit Seller Center > Marketing > CustomersCustomer Segment Customer groups provide sellers with an intelligent overview of their customers’ persona based on their attributes, historical activities, and lifetime value. Once a segmentation is created, sellers can specifically create outreach plans and coupons as well as view the performance data.The system provides 7 different customer segments by default.SegmentDefinitionPotential new customersCustomers who haven’t shopped with you yet, but have added or favorited your products in the past 30 days.Recent CustomersCustomers who have made their first purchase in your shop in the past 30 days Repeat CustomersCustomers who have previously placed orders in your shop and made another purchase in the past 30 daysFrequent CustomersCustomers who have more than 1 purchase in the store in the last 90 days.Lapsed CustomersCustomers with at least 1 purchase in the past 365 days but don’t repurchase in the last 90 days.New FollowersUsers who just followed shop’s account and remain followers in the last 30 days.Existing Active Followers Users who have followed shop’s account, engaged with your shop through LIVE, Short Videos and Product Card in the past 30 days.Alternatively, sellers can create your own customer segmentation based on shop’s preferred criteria. It’s recommended to select at least 3 conditions for the segment to be precise and effective.GroupConditions availableDemographicsAgeGenderRegion(s) within your countryPerchasing behaviorBrowsed, favorited seller’s product within X daysAdded seller’s product to cart or gave a Reviews within X daysMin-Max value of orders, payment amountFirst or last order date periodShop followerWhether they follow the shopPeriod that they follow the shopEngagementWatched, liked, or clicked on any products in your shoppable videoWatched or clicked on any products in your LIVEHistorical outreach performanceRead, click, unsubscribed your messageCustomer Outeach One-Time Plan Quickly create a one-time plan with our pre-built templates to send a message to target audiences at the scheduled time. This pre-built one-time plan is in limited quota. You can also create one from scratch to fit your specific business needs in 3 areas.Drive SalesShare best-selling productsAnnounce new product launchesPromote LIVE, sales, and campaignsEncourage repeat PurchasesTurn followers into customersGet customers to buy againWin back inactive customersBuild loyaltyAsk for reviews and testimonialsOne-Time Plan Setting A message will be sent to your target customers at the scheduled time only once.Plan name: Free text up to 100 word counts.Send to: Your customer segmentationPlan type: One-timeSend time: Now or schedule it for laterChannel: ChatContent: Leverage recommended template or choose from the list that fits your situation Use your own creativity with free textCoupon: a Voucher to close the deal with your customers.Regular coupons are visible for everyoneTargeted coupons are visible to those in the customer segmentPrivate coupons are only visible to message recipients onlyProduct: attach 1-4 products into the message Interactive button: allows customers to see more at your product list or LIVE Event After you have completed the form, you are then provided with 3 action options to complete the settingDiscard: Delete your outreach plan/contents in the form and you will be redirected back to the customers overview screen.Save as Draft: Save your work as a draft and not activated yet, and these drafts will be accessible under the Customer Plans list.Submit: Directly send the outreach plan/contents that you have filled into the customer groups that you have chosen previously. Outreach status will then be available under the Customer Plans list.Pre-built automated plan templates Automated plans will be triggered automatically to send a message to your customers once they meet the defined conditions during the timeframe you define. The automated customer outreach plan is unlimited as sellers can run multiple automated outreach plan objectives at the same time. Remind to purchaseGo LIVE reminderRemind price dropsRecover abandoned cartsRecover incomplete checkoutsBuild loyaltyPost-purchase thank youAutomated Plan Setting Plan name: Free text up to 100 word counts.Send to: Your customer segmentationPlan type: Automated planSend time: Now or schedule it for laterChannel: ChatContent: Leverage recommended template or choose from the list that fits your situation Use your own creativity with free textCoupon: It’s recommended to always attach a coupon to help your customer decide quickly.Select “Smart coupon” to let the system optimize the most suitable coupon for youManually “select a coupon” among regular, targeted and private couponOr send the message without the coupon.Product: Products in the customer’s shopping cart. Up to 4 products will be sent each time.Interactive button: Go to shopping cart to check-out.After you have completed the form, you are then provided with 3 action options to complete the settingDiscard: Delete your outreach plan/contents in the form and you will be redirected back to the customers overview screen.Save as Draft: Save your work as a draft and not activated yet, and these drafts will be accessible under the Customer Plans list.Submit: Directly send the outreach plan/contents that you have filled into the customer groups that you have chosen previously. Outreach status will then be available under the Customer Plans list.Manage Outreach Plans All outreach plans are in the Manage Outreach Plan tab where sellers can filter based on plan type (one time or automated) and status. See below for what you can do with each status.Outreach plans that are scheduled to “send now” and “sent”, sellers can view details and performance of plans.For outreach plans that are under “ongoing” status, it is still in the sending process. The seller is able to view or cancelFor outreach plans that are scheduled to “scheduled” at a specific timing, sellers can view or cancel the outreach message before the start time.This is for “One-time plan only”, outreach plans that are saved as “draft”, sellers are able to edit or delete the outreach For outreach plans that are under “cancel” status, the seller is able to view the plan details and delete the one-time plan.FAQ Is it possible for sellers to customise the message in the outreach plan?Yes, sellers can either adapt the template provided or use free text to write a tailored message to their customers according to their CRM strategy.How many products can sellers include in the message?Up to 4 products. Additionally, sellers can use “product list” as a landing for the interactive button upon setting an outreach plan.Can sellers edit the plan once they are submitted?Sellers can only edit the plan that they “save as a draft” and can only view details of plans they set to “send now”. For plans in “ongoing” status, the sellers are only able to cancel them.How to identify which plan performs the best? Yes, in the Manage Outreach Plan tab, sellers can view details of each plan; the number of recipients, orders, GMV and claimed coupons of each plan to understand the plan performance. As a seller, am I able to view individual outreach messages sent to customers from the Customer Message feature on the top right of Seller Center? The seller is only able to view individual chat once the customers reply to the outreach message.How to identify which segment performs the best? Sellers can go to the Manage Customer Segment tab and select any segment to view data based on the outreach plan performance metrics for the selected customer segment. Please note that the data is as of yesterday and updated daily. Can sellers create their own criteria to tailor their own customer segmentation? Yes, sellers can design their own customer segmentation based on demographic, purchasing behavior, shop follower status, customer engagement with the shop, or re-targeting from the previous outreach message engagement. There’s no minimum segmentation size in order to send outreach plans. Example: Filtering for potential buyers in Java area, Indonesia.Is it possible for customers to block sellers from sending them outreach messages? Yes, customers may block and unblock shop communication later, hence it’s important to send meaningful messages with special deals for the greatest response rate.What language will be sent to customers according to the template?The language seen by the seller is based on Seller Center’s current language setting. If the local language is set in the seller background, the content will also be displayed in the local language.Each content is made available in English and local languages. Customers will see the corresponding language that is consistent to their TikTok App language setting.Can sellers’ sub-accounts also use the Customer function? Seller can allocate Customer function for their sub-account in User Management page on Seller Center.Is the content above helpful?Next CRM Broadcast Targeted VouchersYou may also be interested inProduct PerformanceThis article teaches you how to use Product Analytics in tracking the performance of your products,…Product Card DiagnosisProduct Card Diagnosis This article teaches you how to use Product Card Diagnosis to improve produc…Table of contentsWhat is Broadcast Feature?What Do My Customers See?Benefits of Customer featureFunction DetailsCustomer OverviewCustomer SegmentCustomer OuteachOne-Time PlanOne-Time Plan SettingPre-built automated plan templatesAutomated Plan SettingManage Outreach PlansFAQ

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Broadcast Feature03/06/2026User AnalyticsProduct AnalyticsService AnalyticsThis article provides sellers with a comprehensive overview of Broadcast Feature. Targeting the right customer segment with the right message through the right channel is the key to growing customer loyalty. This feature is available on Seller Center PC for all sellers.What is Broadcast Feature?CRM refers to Customer Relationship Management, which means process managing relationships with customers by using mass communication tools to target different levels of users. Broadcast Feature, previously CRM, provides sellers with operating tools to target customers in a more personal way.TikTok Shop Broadcast Feature provides user segmentation and plan functions for sellers to do marketing, such as sending promotional messages, campaign announcements or offers to their customers on different levels.Broadcast Feature is currently accessible only through the Marketing menu in the Seller Center on PC. What Do My Customers See? The picture below is an illustration of what the message will look like on the customer’s side.Note: All screenshots are for reference purposes only. The actual interface and features may differ.Benefits of Customer feature Function Details Customer feature has 3 key functions to help sellers manage engagement operations for customers smoothly.Customer Overview Customer overview dashboard provides overall data and insights regarding customers’ segmentation and historical analysis. Through this dashboard, sellers would be able to build their customer loyalty strategy, which ultimately leads to greater sales.Understand customer outreach plans impact in funnel from view to purchase.Manage and grow customer segments based on your priorities. Visit Seller Center > Marketing > CustomersCustomer Segment Customer groups provide sellers with an intelligent overview of their customers’ persona based on their attributes, historical activities, and lifetime value. Once a segmentation is created, sellers can specifically create outreach plans and coupons as well as view the performance data.The system provides 7 different customer segments by default.SegmentDefinitionPotential new customersCustomers who haven’t shopped with you yet, but have added or favorited your products in the past 30 days.Recent CustomersCustomers who have made their first purchase in your shop in the past 30 days Repeat CustomersCustomers who have previously placed orders in your shop and made another purchase in the past 30 daysFrequent CustomersCustomers who have more than 1 purchase in the store in the last 90 days.Lapsed CustomersCustomers with at least 1 purchase in the past 365 days but don’t repurchase in the last 90 days.New FollowersUsers who just followed shop’s account and remain followers in the last 30 days.Existing Active Followers Users who have followed shop’s account, engaged with your shop through LIVE, Short Videos and Product Card in the past 30 days.Alternatively, sellers can create your own customer segmentation based on shop’s preferred criteria. It’s recommended to select at least 3 conditions for the segment to be precise and effective.GroupConditions availableDemographicsAgeGenderRegion(s) within your countryPerchasing behaviorBrowsed, favorited seller’s product within X daysAdded seller’s product to cart or gave a review within X daysMin-Max value of orders, payment amountFirst or last order date periodShop followerWhether they follow the shopPeriod that they follow the shopEngagementWatched, liked, or clicked on any products in your shoppable videoWatched or clicked on any products in your LIVEHistorical outreach performanceRead, click, unsubscribed your messageCustomer Outeach One-Time Plan Quickly create a one-time plan with our pre-built templates to send a message to target audiences at the scheduled time. This pre-built one-time plan is in limited quota. You can also create one from scratch to fit your specific business needs in 3 areas.Drive SalesShare best-selling productsAnnounce new product launchesPromote LIVE, sales, and campaignsEncourage repeat PurchasesTurn followers into customersGet customers to buy againWin back inactive customersBuild loyaltyAsk for reviews and testimonialsOne-Time Plan Setting A message will be sent to your target customers at the scheduled time only once.Plan name: Free text up to 100 word counts.Send to: Your customer segmentationPlan type: One-timeSend time: Now or schedule it for laterChannel: ChatContent: Leverage recommended template or choose from the list that fits your situation Use your own creativity with free textCoupon: a voucher to close the deal with your customers.Regular coupons are visible for everyoneTargeted coupons are visible to those in the customer segmentPrivate coupons are only visible to message recipients onlyProduct: attach 1-4 products into the message Interactive button: allows customers to see more at your product list or LIVE Event After you have completed the form, you are then provided with 3 action options to complete the settingDiscard: Delete your outreach plan/contents in the form and you will be redirected back to the customers overview screen.Save as Draft: Save your work as a draft and not activated yet, and these drafts will be accessible under the Customer Plans list.Submit: Directly send the outreach plan/contents that you have filled into the customer groups that you have chosen previously. Outreach status will then be available under the Customer Plans list.Pre-built automated plan templates Automated plans will be triggered automatically to send a message to your customers once they meet the defined conditions during the timeframe you define. The automated customer outreach plan is unlimited as sellers can run multiple automated outreach plan objectives at the same time. Remind to purchaseGo LIVE reminderRemind price dropsRecover abandoned cartsRecover incomplete checkoutsBuild loyaltyPost-purchase thank youAutomated Plan Setting Plan name: Free text up to 100 word counts.Send to: Your customer segmentationPlan type: Automated planSend time: Now or schedule it for laterChannel: ChatContent: Leverage recommended template or choose from the list that fits your situation Use your own creativity with free textCoupon: It’s recommended to always attach a coupon to help your customer decide quickly.Select “Smart coupon” to let the system optimize the most suitable coupon for youManually “select a coupon” among regular, targeted and private couponOr send the message without the coupon.Product: Products in the customer’s shopping cart. Up to 4 products will be sent each time.Interactive button: Go to shopping cart to check-out.After you have completed the form, you are then provided with 3 action options to complete the settingDiscard: Delete your outreach plan/contents in the form and you will be redirected back to the customers overview screen.Save as Draft: Save your work as a draft and not activated yet, and these drafts will be accessible under the Customer Plans list.Submit: Directly send the outreach plan/contents that you have filled into the customer groups that you have chosen previously. Outreach status will then be available under the Customer Plans list.Manage Outreach Plans All outreach plans are in the Manage Outreach Plan tab where sellers can filter based on plan type (one time or automated) and status. See below for what you can do with each status.Outreach plans that are scheduled to “send now” and “sent”, sellers can view details and performance of plans.For outreach plans that are under “ongoing” status, it is still in the sending process. The seller is able to view or cancelFor outreach plans that are scheduled to “scheduled” at a specific timing, sellers can view or cancel the outreach message before the start time.This is for “One-time plan only”, outreach plans that are saved as “draft”, sellers are able to edit or delete the outreach For outreach plans that are under “cancel” status, the seller is able to view the plan details and delete the one-time plan.FAQ Is it possible for sellers to customise the message in the outreach plan?Yes, sellers can either adapt the template provided or use free text to write a tailored message to their customers according to their CRM strategy.How many products can sellers include in the message?Up to 4 products. Additionally, sellers can use “product list” as a landing for the interactive button upon setting an outreach plan.Can sellers edit the plan once they are submitted?Sellers can only edit the plan that they “save as a draft” and can only view details of plans they set to “send now”. For plans in “ongoing” status, the sellers are only able to cancel them.How to identify which plan performs the best? Yes, in the Manage Outreach Plan tab, sellers can view details of each plan; the number of recipients, orders, GMV and claimed coupons of each plan to understand the plan performance. As a seller, am I able to view individual outreach messages sent to customers from the Customer Message feature on the top right of Seller Center? The seller is only able to view individual chat once the customers reply to the outreach message.How to identify which segment performs the best? Sellers can go to the Manage Customer Segment tab and select any segment to view data based on the outreach plan performance metrics for the selected customer segment. Please note that the data is as of yesterday and updated daily. Can sellers create their own criteria to tailor their own customer segmentation? Yes, sellers can design their own customer segmentation based on demographic, purchasing behavior, shop follower status, customer engagement with the shop, or re-targeting from the previous outreach message engagement. There’s no minimum segmentation size in order to send outreach plans. Example: Filtering for potential buyers in Java area, Indonesia.Is it possible for customers to block sellers from sending them outreach messages? Yes, customers may block and unblock shop communication later, hence it’s important to send meaningful messages with special deals for the greatest response rate.What language will be sent to customers according to the template?The language seen by the seller is based on Seller Center’s current language setting. If the local language is set in the seller background, the content will also be displayed in the local language.Each content is made available in English and local languages. Customers will see the corresponding language that is consistent to their TikTok App language setting.Can sellers’ sub-accounts also use the Customer function? Seller can allocate Customer function for their sub-account in User Management page on Seller Center.Is the content above helpful?Next CRM Broadcast Targeted VouchersYou may also be interested inProduct PerformanceThis article teaches you how to use Product Analytics in tracking the performance of your products,…Product Card DiagnosisProduct Card Diagnosis This article teaches you how to use Product Card Diagnosis to improve produc…Table of contentsWhat is Broadcast Feature?What Do My Customers See?Benefits of Customer featureFunction DetailsCustomer OverviewCustomer SegmentCustomer OuteachOne-Time PlanOne-Time Plan SettingPre-built automated plan templatesAutomated Plan SettingManage Outreach PlansFAQ

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