Limitations
File Uploads
Image (10 MB)
Video (30 MB)
Character Counts
For Shopee messages, you can send a maximum of 600 characters in a single response
Messaging Limits
Sellers can only message within 7 days of the last buyer message
Sellers can only send 5 consecutive messages before buyer reply
Conversation History Import Limits
Upon successfully integrating this channel, the system will automatically import your past conversation history from the last 90 days.
Note on older conversations: If a customer sends a new message in an existing conversation that is older than 90 days (and wasn't part of the initial import), the system will automatically fetch the entire history of that specific thread. Once the new message is received, you will be able to scroll up to view all previously un-imported messages from that conversation.
Automated Messages and Response Rate
Shopee does not count automated messages (such as greeting or welcome messages) toward your store’s response rate. These messages are considered system-generated and do not reflect human interaction.
If you want your replies to count toward your store’s response rate, you can use the Zaapi AI Agent. Messages sent by the AI Agent are treated as human responses, helping you maintain or improve your Shopee response rate automatically.
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