TikTok Quick Start

The TikTok channel brings direct messages sent to your TikTok Business Account into Resool, so your team answers TikTok customers in the same shared inbox as WhatsApp, Instagram and email. It also lets workflows start when someone opens a chat from a TikTok Messaging Ad. TikTok is in Beta in Resool and depends on TikTok approving your developer app for Business Messaging.

#What you can do with TikTok

In the Inbox

• Receive direct messages sent to your TikTok Business Account as conversations.
• Reply up to 10 times within 48 hours after the customer's last message.

In Workflows

• Use the TikTok Messaging Ads trigger to start a workflow when someone starts a chat from a TikTok Messaging Ad. See Workflow triggers.

#Before you begin

• A TikTok Business Account that will receive the messages.
• A TikTok developer app approved for Business Messaging. You request access on the TikTok for Developers site; approval is decided by TikTok.
• The account's Business ID and access token. When your TikTok Business Account authorizes your developer app, TikTok returns an open_id (the Business ID) and an access token.
• In Resool, only workspace Owners and Admins can connect channels. TikTok counts as one channel toward your plan's limit.

#How to set up TikTok

1. Sign in to TikTok for Developers with the account that manages your business.
2. Create a developer app (or open an existing one) and request access to Business Messaging. Wait for TikTok's approval.
3. Authorize the app with your TikTok Business Account. Keep the open_id and the access token TikTok returns: you'll paste them into Resool.

#How to connect TikTok to Resool

1. Go to Settings › Channels and click Add Channel.
2. On the Business Messaging tab, find TikTok (marked Beta) and click Connect.

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Settings › Channels › Add Channel, Business Messaging tab

The Business Messaging section of the Channel Catalog with the TikTok card showing the Beta badge and its Connect button.

File: screenshots/tiktok-quick-start-catalog.png

1. In the Connect TikTok dialog, fill in:
   • Channel name: how the channel appears in Resool.
   • Business ID: the open_id returned when the account authorized your TikTok app.
   • Access token: the token for that account.
2. Click Connect. Resool checks the account and opens the channel page.

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Settings › Channels › Add Channel › TikTok › Connect

The "Connect TikTok" dialog with its description, the Channel name, Business ID and Access token fields, the note that TikTok must approve your developer app, and the Connect button.

File: screenshots/tiktok-quick-start-connect-dialog.png

#How to finish the setup in TikTok

Resool shows the address TikTok must send messages to.

1. On the channel's Configuration tab, find Webhook for TikTok and copy the Callback URL.
2. In your TikTok developer app, set the Business Messaging webhook (DIRECT_MESSAGE event) to this URL.
3. Check Server setup on the same card. It should say Configured on the server.

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Settings › Channels › TikTok › Configuration

The Configuration tab with the channel name, the Business ID, and the "Webhook for TikTok" card with the Callback URL and its Copy button, the Server setup badge "Configured on the server", and the reply window note.

File: screenshots/tiktok-quick-start-configuration.png

Send a direct message to your TikTok Business Account from another TikTok account to test it.

#How to configure TikTok

On the channel's Configuration tab you can rename the channel. If Resool can't verify the account, a message explains why with a Check again button. Routing, auto-assignment and satisfaction surveys are set in Channel settings.

To remove the channel, click Delete channel under Danger zone and confirm. Past conversations stay.

#Notes and limitations

• TikTok is a Beta channel in Resool.
• You can send up to 10 replies within 48 hours after the customer's last message. After that, you must wait for the customer to write again.
• Each TikTok Business Account can be connected to one Resool workspace.
• To measure conversions from TikTok ads, see TikTok ads accounts.

#FAQ and troubleshooting

#My TikTok channel stays in "Needs attention"

The most common reason is that TikTok hasn't approved your developer app for Business Messaging yet.

What you can do:

• Check the approval status of your app on TikTok for Developers.
• Read the reason shown on the channel's Configuration tab.
• Once approved, click Check again.

#I see "This account is already connected to a workspace."

That TikTok Business Account is already connected to a Resool workspace. Delete the channel there first, or use another account.

#Messages from customers don't arrive

What you can do:

• Make sure the DIRECT_MESSAGE webhook in your TikTok app is set to the exact Callback URL shown in Resool.
• Check that Server setup says Configured on the server. If it doesn't, contact Resool support.
• Check that your access token hasn't expired or been revoked. If it has, delete the channel and connect it again with a new token.

#Why can't I reply to an older conversation?

TikTok allows replies only within 48 hours of the customer's last message, and up to 10 replies in that window. Wait for the customer to message you again.

#What's next?

• Workflow triggers
• TikTok ads accounts
• Messaging windows and templates
• Connecting channels