How to Integrate TikTok Shop & Loox/Okendo with Gorgias

Why these emerging channels belong in one inbox

The whole point of a help desk like Gorgias is that a shopper's context follows them across channels. Per the Gorgias customer sidebar product page, Gorgias "displays your customers' shopping history right next to tickets (on any channel!)" and has partnered with 65+ ecommerce applications so agents "never have to navigate multiple tools." That matters most on emerging channels. A TikTok Shop buyer who messages "did my order ship?" is the same person who left a photo review on your product last week — and the agent who can see both answers faster, upsells smarter, and spots the unhappy customer before the chargeback. If you're new to how the platform frames all this, our primer on what Gorgias is and the deeper Gorgias customer sidebar explained set the stage.

Step 1: Connect TikTok Shop as a native channel

TikTok Shop is a first-party integration in Gorgias, so you connect it from the App Store rather than gluing it together yourself. Before you start, confirm two prerequisites: you need a login to a TikTok account tied to a US shop, and you need the Account owner role in Gorgias to enable the integration.

1. In Gorgias, go to Settings → App Store → All apps, search for TikTok Shop, and click Connect App.
2. You'll be asked to Authorize the app to access Gorgias, then redirected to a TikTok page to select your store region.
3. Choose an Authentication duration. This is the setting people regret skipping: if you don't select Unlimited, the integration automatically disconnects when the window expires and you'll have to reconnect it manually.
4. Enter a contact email and, optionally, a phone number — Gorgias only uses these to reach you about the integration itself.
5. Click Authorize. You'll get a confirmation that the integration is connected and be redirected back to Gorgias.

The screenshot above is the connect page — the Authorize step, not a live ticket. That's the honest state of a fresh trial without a connected US TikTok shop. Once you do authorize with a real store, here's what changes: TikTok Shop chat messages route into Gorgias as tickets, and the sidebar surfaces the buyer's order, shipment, and return data alongside the conversation. So a WISMO ticket arrives with the order already attached — the agent isn't hunting for a tracking number, it's right there.

Step 2: Know what TikTok Shop syncs — and what it doesn't

This is where being precise saves you a support headache later. The native integration handles TikTok Shop chat only. Per Gorgias's own announcement, "Gorgias now supports TikTok Shop in the US only," and the integration deliberately excludes direct messages (DMs) and comments — those live on TikTok itself, not in your Gorgias queue. So the mental model is: a shopper who chats you through TikTok Shop about their order becomes a ticket; a comment left under your video does not.

That scoping is fine for the highest-value interactions (order questions, returns, product issues), but plan around it. If comment moderation is core to your brand's TikTok presence, you'll still handle that in TikTok's native tools or a social-listening app — Gorgias isn't claiming that ground.

Step 3: Add a review app to the sidebar — Okendo (native) and Loox (workaround)

Reviews are the second half of this roundup, and here the two popular apps behave very differently inside Gorgias.

Okendo has a native integration. Per the Okendo–Gorgias setup docs, you connect it from the Okendo side:

1. In Okendo admin, go to Settings → Integrations → Gorgias.
2. Click the edit icon and enter your store name in the Account Name field.
3. Click Connect to be redirected to Gorgias, then click Authorize to grant access.
4. Configure your ticket-creation rules and click Save.

Out of the box, Okendo auto-creates a Gorgias ticket when a review hits a rating threshold of 3 stars with negative sentiment enabled — both configurable, and settable per storefront. Once connected, the Okendo sidebar widget is enabled automatically and shows the customer's last 5 reviews, their average rating and sentiment, recent Q&A, and a quick ticket summary — so an agent handling a return can see the customer already left a lukewarm review and adjust the tone accordingly.

Loox is the honest caveat. Loox is a superb Shopify review app, but it does not publish a native Gorgias App Store integration the way Okendo does — its sidebar widget docs cover the Shopify storefront widget, not Gorgias. To surface Loox review data next to a ticket you'll use the escape hatch Gorgias documents for exactly this: "Develop your own HTTP integration or use Zapier," building a custom HTTP widget that calls Loox's API (or pipes review events through Zapier into a Gorgias sidebar widget). It works, but it's a build, not a two-click connect — budget engineering time or a partner for it.

TikTok Shop vs review apps: a quick decision table

For the fuller landscape of what plugs into Gorgias — reviews, subscriptions, returns, loyalty — our roundup of the best Gorgias integrations is the map, and since most of these apps assume Shopify underneath, Gorgias for Shopify is worth a read if that's your stack.

The honest limits — and where an AI layer picks up

Give Gorgias credit: the native TikTok Shop channel and the Okendo widget do real work. They pull the right context into one screen so an agent doesn't tab-hop, and the sidebar's drag-and-drop editor lets you decide which widgets show and even fire actions like refunds from inside a ticket. That's genuinely useful plumbing.

But notice what the plumbing doesn't do. It surfaces the TikTok Shop order and the Okendo review — it doesn't read them and write the reply. A WISMO ticket still needs a human to look at the tracking status and type an answer. A return still needs someone to check the policy window against the order date. And a 2-star Okendo review that auto-opened a ticket still sits there until an agent drafts an apology and an offer. The integration also enforces its own scope: US-only TikTok shops, no DMs or comments, and no native Loox path at all. The data arrives; the reasoning and the writing are still on your team.

This is the seam where an AI agent layer fits. The category of AI agents for customer service exists to do exactly the reasoning-heavy work the sidebar can't — reading the context and producing the answer. Macha is one such layer, and its Gorgias connector is live: it runs on top of the Gorgias you already use rather than replacing it. You connect Macha to Gorgias (see the Macha–Gorgias integration walkthrough), and it reads and writes the same tickets your channels feed. It can look at the TikTok Shop order in the sidebar and draft the WISMO reply, read the Okendo review that triggered a ticket and propose a grounded response, or fetch order and subscription status through a custom tool that turns a REST API — including a Loox endpoint you'd otherwise wire by hand — into something the agent can call. Credits are consumed per AI action, not per resolution — the pricing page has the breakdown. The clean division of labour: let Gorgias be the inbox and the system of record for TikTok Shop chat and review tickets, and layer an agent on top for the part the sidebar can't do — actually answering.

FAQ

How do I connect TikTok Shop to Gorgias? Go to Settings → App Store → All apps in Gorgias, search for TikTok Shop, and click Connect App. You'll authorize the app, pick your store region, choose an authentication duration, and add a contact email. You need a TikTok account tied to a US shop and the Account owner role in Gorgias.

What TikTok Shop data shows up in Gorgias? Once connected, TikTok Shop chat messages become Gorgias tickets, and the sidebar shows the buyer's order, shipment, and return details next to the conversation. Note the integration is US-only and does not cover DMs or comments.

Does Gorgias integrate with Loox and Okendo? Okendo has a native Gorgias integration — connect it from Okendo's Settings → Integrations → Gorgias, and it auto-creates tickets for low-rated reviews plus a sidebar widget showing reviews and Q&A. Loox has no documented native Gorgias app; you surface its data via a custom HTTP widget or Zapier.

Why doesn't Loox appear in my Gorgias sidebar? Because Loox doesn't ship a native Gorgias App Store integration. Gorgias supports this case with its documented "develop your own HTTP integration or use Zapier" path — you build a custom widget that calls Loox's API. It's a build, not a two-click connect.

Can I add AI to these channels without replacing Gorgias? Yes. An AI layer like Macha connects to Gorgias as a live connector and works on top of your existing help desk — it doesn't replace it. It reads the TikTok Shop order or the Okendo review already in the sidebar and drafts or sends the reply, while Gorgias stays the system of record.

Ready to turn TikTok Shop chat and review tickets into answered tickets? Start a free trial of Macha and connect it to your Gorgias in minutes.