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§1 Significant OpenAPI Updates of Chat
Dear Developers,
Please find below the OpenAPI updates released this time. These changes aim to enhance functionality, improve flexibility, and provide better integration support.
§2 1. Updates on Chat API Restrictions for Shops with "Chat Distribution" Enabled
1. Updates on Chat API Restrictions for Shops with "Chat Distribution" Enabled
To enhance multi-shop management efficiency and ensure a consistent buyer experience, Shopee will be upgrading the Main/Sub Account Chat Distribution mechanism.
Once this update is implemented, if the "Chat Distribution" feature is open, chat messages will be prioritized for Main/Sub-account agents. To prevent conflicting responses from multiple sources (ISVs, Shop accounts, and Main/Sub-account agents), Open API message-sending functions will be restricted under specific conditions.
- Impact on API Calling
When the seller has enabled the "Chat Distribution" toggle and configured a main account or sub-account to receive inquiries, replies using v2.sellerchat.send_message and v2.sellerchat.send_autoreply_message will be blocked, and the error message will be as follows.
| error | error_msg |
|---|---|
| shop_bound_subaccount | Successfully assigned to the main/sub account for reception. Please reply to the message using the main/sub account; if you still want to send message through openapi, please toggle off chat distribution on shopee subaccount platform |
Note: If the "Chat Distribution" toggle is ON, but NO Main/Sub-accounts are participating in the distribution ("Include main account" is unchecked and no sub accounts are linked to chat groups), Open API can still send messages normally.
- Recommended Actions
If seller encounters the above error, please guide them through the following operations:
-
To reply via Main/Sub account: Guide the seller to log in to Seller Center to reply.
-
To continue using ISV/ERP for replies (Toggle OFF): Guide the seller to the Sub-account Platform to turn off the "Chat Distribution" toggle. The detailed path is as follows:
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Log in to the Sub account Platform.
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Go to Chat Management > Distribution Setting > Shop Distribution Settings.
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Find the specific shop and click Details.
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Switch the Chat Distribution toggle to OFF.
The phased rollout (Gray Release) for this update is scheduled to begin on January 29, 2026. Please ensure your systems and user guidance are prepared before this date.
§3 2. New Upgraded Seller CSAT API & Deprecation Notice
2. New Upgraded Seller CSAT API & Deprecation Notice
To improve chat service quality and buyer experience, Shopee has introduced a new Buyer Satisfaction (CSAT) API, which supports a longer data range and more CSAT-related chat record types.
- New API: v2.sellerchat.get_csat_msg_details.
This new API allows you to retrieve buyer satisfaction–related information for up to the past 180 days.
Request Parameters
| Name | Type | Description |
|---|---|---|
| csat_result | string | Rated CSAT Result: Good, Bad, Average |
| time_from | int64 | The time_from field is the starting date range which support last 180 days, The maximum date range that may be specified with the time_from and time_to fields is 15 days. 'time_from' default value is T-2. |
| time_to | int64 | The time_to field is the ending date range. The maximum date range that may be specified with the time_from and time_to fields is 15 days. 'time_to' default value is T-1. |
Main Response Parameter:
| Name | Type | Description |
|---|---|---|
| conversation_id | string | Unique ID of the conversation. |
| seller_csat_card_message_id | string | Unique ID of the csat message card. |
| message_id_list | int64[] | 20 message_ids before csat card created time in the conversation,contain csat card message_id |
- Deprecation of existing API
The existing v2.sellerchat.get_csat_details API will no longer be maintained and is scheduled to be deprecated on Mar 30.
The new API fully covers the functionality of the existing one. We strongly recommend migrating to the new API as soon as possible.
尊敬的开发者，
请查收本次的 OpenAPI 功能更新。这些改动旨在提升功能灵活性、优化使用体验，并为集成提供更好的支持。
§4 1.关于开启“聊天分发”功能的店铺调用 Chat API 的限制说明
为了提升多店铺管理效率并确保买家获得一致的沟通体验，Shopee 即将对主子账号聊天分发功能进行更新。
更新后，当“聊天分发”功能开启时，咨询消息将优先分配给主/子账号。为避免多方（ISV、店铺原生账号、主子账号客服）同时回复导致买家混淆，Open API 的消息发送功能将在特定条件下受到限制。
- API 调用影响
当卖家开启了“聊天分发”开关，且已配置主账号或子账号参与接收消息时，调用 v2.sellerchat.send_message和v2.sellerchat.send_autoreply_message的回复将被拦截，报错信息如下
| error | error_msg |
|---|---|
| shop_bound_subaccount | Successfully assigned to the main/sub account for reception. Please reply to the message using the main/sub account; i f you still want to send message through openapi, please toggle off chat distribution on shopee subaccount platform |
注意：当“聊天分发”开关为 开启 状态，但没有任何主账号或子账号参与分发，（即“包含主账号参与分发”选项未勾选，且未关联任何子账号分发组），Open API 可正常发送消息。
- 操作建议
若卖家遇到上述错误提示，请引导其进行以下操作：
-
若需使用主/子账号回复： 引导卖家登录卖家中心 (Seller Center) 回复即可。
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若需继续使用您的ERP回复则需要关闭聊天分发功能，具体操作路径说明和截图参考：
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登录 子账号平台 (Sub-account Platform)。
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进入 Chat Management > Distribution Setting > Shop Distribution Settings。
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找到对应店铺，点击 Details。
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将 Chat Distribution 开关设置为关闭状态
本次更新预计将于 2026年1月29日 开始灰度放量，请各位开发者在此日期前完成相关的逻辑处理与用户引导准备。
§5 2. 新增升级版卖家满意度接口 & 原接口下线通知
2. 新增升级版卖家满意度接口 & 原接口下线通知
为提升聊天服务质量与买家体验，Shopee提供了新的买家满意度接口，支持更长时间范围、更多CSAT类型的聊天记录查询。
支持获取180天内，好评、差评、或者一般评价的买家满意度相关的聊天信息，逻辑如下：
请求参数：
| Name | Type | Description |
|---|---|---|
| csat_result | string | 支持所有客户满意度结果: Good, Bad, Average |
| time_from | int64 | 查询起始日期，支持最近 180 天， time_from 和 time_to 字段可指定的最大日期范围为 15 天。 不传时，“time_from” 的默认值为 T-2。 |
| time_to | int64 | 查询结束日期。 通过 time_from 和 time_to 字段可以指定的最大日期范围为 15 天。 “time_to” 的默认值是 T-1。 |
主要响应参数：
| Name | Type | Description |
|---|---|---|
| conversation_id | string | Conversation的唯一标识符 根据请求参数的时间，返回的带有该满意度结果的Conversation |
| seller_csat_card_message_id | string | 用户满意度卡片的唯一标识符 |
| message_id_list | int64[] | 对话中客户满意度卡片创建时间之前的 20 个消息 ID，包含客户满意度卡片的消息 ID |
- 原接口下线说明:
原 v2.sellerchat.get_csat_details 接口将不再维护，并将于3月30日下线。本次新增接口完全覆盖该接口功能，建议您尽快迁移到本次新增接口。