If you are using a self-hosted Chatwoot installation, please set up your TikTok app as described in is this guide.
For the cloud version of Chatwoot, please follow this guide.
Prerequisites
Before setting up the TikTok channel, ensure the following:
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You have a TikTok Business Account registered in an eligible region.
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Your TikTok Business Account is set to accept direct messages from everyone. Otherwise, you will need to manually accept messages in the TikTok app. Learn how to update your message settings
Setting Up the TikTok Channel
Step 1: Navigate to Inboxes
Go to Settings > Inboxes and click Add Inbox.
Select TikTok from the list of available channels.
Step 2: Connect Your TikTok Account
Click Continue with TikTok to begin the authentication process.
Step 4: Authorize Chatwoot
You will be redirected to TikTok. Review the requested permissions and click Continue to authorize Chatwoot to access your TikTok Business Account.
Step 5: Add Agents
After authorization, you will be redirected back to Chatwoot. Add agents to the TikTok inbox so they can view and respond to messages.
Your TikTok channel is now connected. Incoming TikTok direct messages will appear in your Chatwoot dashboard.
Messaging Limitations
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Customers must initiate the conversation, businesses cannot message first.
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Agents can send up to 10 messages before the customer replies. Once the customer replies, messaging is unlimited.
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The reply window is 48 hours from the customer's last message.
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Only text, image, and post share messages are currently supported due to limitations in the TikTok Business Messaging API.
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A message will be sent successfully only if it contains text alone or one image attachment. Messages with multiple attachments or those combining text and attachments will fail with a descriptive error status.
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Messages sent directly from the TikTok app will be synced into Chatwoot.
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Messages received in unsupported formats (e.g., audio, stickers) will appear as "This message is unsupported. You can view this message on the TikTok app."
FAQ’s
Why can't I send media messages to some TikTok users?
This happens due to TikTok's restrictions. Some regions do not allow sending or receiving images, and in other cases, the user's account may be flagged by TikTok. You may see errors like "Due to Media send strategy" or "Due to risk control strategy."
Why is my TikTok channel not appearing?
Ensure your Chatwoot administrator has completed the TikTok integration setup, including configuring the App ID, App Secret, and enabling the TikTok feature for your account
Availability
TikTok is available on both Cloud and Self-hosted plans.