TikTok direct messages and WhatsApp in one team inbox
TikTok direct messages land in the same inbox as WhatsApp, Instagram and Messenger, for the same team to answer. You connect your TikTok account from RelayPlus settings by signing in to TikTok, and reply within 48 hours of the customer's last message.
TikTok direct messages in the same inbox as WhatsApp
You can connect a TikTok account to RelayPlus and answer its direct messages today. They arrive as conversations in the same shared inbox as WhatsApp, Instagram and Messenger, marked as TikTok, and the inbox can be filtered to show only TikTok.
TikTok conversations are assigned, given internal notes, marked solved and answered with quick replies in the same way as other conversations. An agent can reply only to conversations assigned to them or not yet assigned.
Only messages sent after you connect come in; earlier TikTok conversations are not imported.
Which TikTok accounts qualify
TikTok's business messaging works only for TikTok accounts with Advanced Access or for Verified Business Accounts; a general account has to be upgraded first.
TikTok business messaging is available for TikTok accounts signed up anywhere except the US, the European Economic Area, Switzerland and the UK.
When a customer in the European Economic Area, Switzerland or the UK messages your account, TikTok shares only a notice, without the sender or the text, so these messages do not reach your RelayPlus inbox.
Connect your TikTok account from Settings
You connect a TikTok account from Settings by signing in to TikTok and approving access, with no API keys to copy. Only org owners and workspace admins can connect or reconnect it, and the connect dialog lists TikTok's requirements above the button.
TikTok asks businesses to set their account to accept direct messages from everyone; otherwise each new message request must first be accepted in the TikTok app.
A workspace can hold several TikTok accounts, each its own channel, but one TikTok account connects to only one RelayPlus workspace at a time.
If TikTok needs you to sign in again, the channel shows a warning with a Reconnect button, and its conversations stay in place. You reconnect with the same TikTok account.
The 48-hour reply window, and no first messages
You can reply for 48 hours after the customer's last message, and each TikTok conversation shows how much time is left. After that, RelayPlus stops replies until the customer writes again, because TikTok has no message templates.
TikTok does not let a business start a conversation, so you can message only people who have written to your TikTok account first. RelayPlus broadcasts do not reach TikTok contacts.
TikTok also limits how many messages you can send before the customer replies. RelayPlus does not count them for you: a message TikTok refuses for its limit is marked failed with the reason.
What your team can send, and automation on TikTok
Your team replies with text of up to 6,000 characters, or with a JPG or PNG image of up to 3 MB, and an image's caption goes as a second message. Video, voice notes and documents cannot be sent on TikTok, and TikTok says image sharing is not available in all markets.
Keyword replies, default replies, rules, routing and flows also act on TikTok messages, and a rule can check that a conversation came from TikTok. Automated replies keep to the 48-hour window too, and a reply that sends a template is skipped on TikTok.
How it works
Check your account qualifies
TikTok business messaging needs an account with Advanced Access or a Verified Business Account, signed up outside the US, the European Economic Area, Switzerland and the UK.
Accept messages from everyone
In the TikTok app, set your account to accept direct messages from everyone, as TikTok asks businesses to do.
Connect from Settings
Sign in to TikTok from RelayPlus Settings and approve access. New direct messages then arrive in your shared inbox.
Questions people ask
Can my team answer TikTok messages and WhatsApp in one inbox?
Yes. TikTok direct messages arrive as conversations in the same shared inbox as WhatsApp, Instagram and Messenger, marked as TikTok, and they are assigned, given internal notes and marked solved in the same way as other conversations.
Which TikTok accounts can use business messaging?
Accounts with Advanced Access and Verified Business Accounts, signed up anywhere except the US, the European Economic Area, Switzerland and the UK. A general TikTok account has to be upgraded first.
Can I reply to a TikTok message after 48 hours?
No. You can reply for 48 hours after the customer's last message. TikTok has no message templates, so after that RelayPlus stops replies until the customer writes again.
Can I send broadcasts to TikTok contacts?
No. TikTok does not let a business start a conversation, so you can message only people who have written to your TikTok account first, and RelayPlus broadcasts do not reach TikTok contacts.
Can I send photos and videos in TikTok replies?
Photos, yes; videos, no. Your team replies with text of up to 6,000 characters, or with a JPG or PNG image of up to 3 MB. Video, voice notes and documents cannot be sent on TikTok, and TikTok says image sharing is not available in all markets.
Can customers in the UK or the EU message my TikTok account through RelayPlus?
No. When a customer in the European Economic Area, Switzerland or the UK messages your account, TikTok shares only a notice, without the sender or the text, so these messages do not reach your RelayPlus inbox.
See it on your own number.
Book a demo at a time that suits you, or start a free trial and connect your WhatsApp number.