The integration with TikTok allows brands to interact with their audience on one of the fastest-growing platforms, unifying customer service and marketing efforts in one place.

With this integration you can:

• Automate direct messages (DMs): respond to inquiries automatically through bots or escalate to human agents.
• Manage click to TikTok campaigns: assist users who start a conversation within the TikTok platform from a video ad.
• Measure conversion events: send high-value data (leads, purchases) to TikTok Ads to improve return on investment.
• Multichannel synchronization: view all TikTok interactions on the Botmaker platform alongside your other channels (WhatsApp, Instagram, etc.).

Prerequisites

• TikTok Business account: it is essential that the account be a business type (not personal).
• TikTok Ads manager (optional): necessary if you wish to use the integration for conversion events and paid ads.
• Administrator permissions: you must have access to the credentials of the TikTok account you wish to connect.

Key concepts

• Click to TikTok: ads that, when clicked, open a chat window in TikTok directly with your brand. The analogous functionality for TikTok ads that open a window in WhatsApp (“click to Whatsapp”) is under development.
• Conversion events (lower funnel): specific actions that occur within the chat (e.g., a user left their email or placed an order) and are reported to TikTok Ads to optimize advertising.
• Echo effect: messages sent from Botmaker are reflected instantly in the TikTok app and vice versa.

How to integrate TikTok in Botmaker

Step 1: access channels

Go to the side menu and select integration channels. Look for the TikTok section and click on connect.

Step 2: authentication

An official TikTok pop-up window will open. Enter your business credentials and grant the necessary permissions so that Botmaker can manage messages and ad data.

Step 3: ads configuration (optional)

If you use TikTok Ads, go to ad platforms within Botmaker and connect your TikTok Ads manager account to enable event tracking. You can find the connection within “channels and integrations” > “ad platforms.”

Once you grant permissions in the official TikTok window, you will be automatically redirected to the Botmaker platform to finalize the connection with two fundamental steps:

Advertiser selection: if your TikTok profile manages multiple ad accounts, you must specifically choose which one you want to link to Botmaker. Based on this selection, the platform will be able to recognize that advertiser's ads and send conversion events only to that account.

User data consent: you must confirm if you authorize the sending of contact data (email and phone) to TikTok Ads.

• Security: per TikTok requirements, this information always travels encrypted, protecting user privacy while allowing identification within the advertising network.
• Impact on measurement: agreeing to send this data is key to leveraging the ad spend. If you prefer not to include them, TikTok will not be able to link different actions from the same user (for example, understanding that a customer who inquired about a product is the same one who later made a purchase).

Direct interaction and message automation

The integration transforms the TikTok Business account into a two-way and automated communication channel:

• Automation of direct messages (DMs): you can configure chatbots to respond to inquiries instantly 24 hours a day, ensuring constant attention for your followers.
• Use of menus and buttons: bots can include option menus that are displayed as native buttons in the TikTok interface, facilitating user navigation without the need to type text manually.
• Multimedia content delivery: the bot has the ability to send not only text but also images to enrich the conversation and showcase products.
• Hybrid support (bot + agent): allows a human agent to take control of the conversation from the Botmaker platform at any time, maintaining a smooth communication flow with the TikTok user.
• Real-time echo effect: all responses sent by an agent from Botmaker are instantly reflected in the user's TikTok application, and vice versa, guaranteeing total synchrony.

Interaction rules and conversation window

To maintain effective communication and comply with platform policies, interaction on TikTok is subject to the following conditions:

• User-initiated conversations: It is only possible to send messages to a user if they have previously started the conversation. This occurs when the user writes organically or starts the chat through a "Click to TikTok" ad.
• 48-Hour support window: Once the user sends a message, a 48-hour window opens during which the brand (through the bot or agents) can respond freely.
• Reopening the window: After 48 hours have passed since the user's last message, the conversation window closes and the brand will no longer be able to send outgoing messages. In this case, communication can only be resumed if the end user writes again voluntarily to open a new support window.

Information on TikTok Ads events

The platform allows the sending of events called "lower-funnel," which indicate the existence of potential or concrete customers or operations. These events help identify conversions achieved through interactions with the bot.

Event categories and variables Events are organized into two large groups based on the type of information they report:

1. Lead events

They indicate a user's potential interest in the brand. The currently available events are:

• Lead.
• Schedule.
• High intent conversation.
• Qualified lead.
• Disqualified conversation.
• Spam. Associated variables: only phone and email are sent. Per TikTok's mandate, this data is sent encrypted to protect personal information while allowing identification that they belong to the same user.

2. Product events

They indicate potential or concrete interest in a specific product or service. The available events are:

• PlaceAnOrder.
• CancelAnOrder.
• Complete payment / PayDeposit.
• CompleteAppointment.
• AddPaymentInfo. Associated variables: in addition to the encrypted phone and email, these events allow associating transaction data:
• General data: description, order_id, shop_id, value, and currency.
• Content data (under the contents property): brand, content_id, category, product name, quantity, and price.

Configuration in Botmaker

The sending of these events is configured directly in the botdesigner, within specific blocks of the conversation flow.

• Block selection: the point in the flow where you want to trigger the conversion is chosen.

• Metrics and conversions tab: activate the TikTok Ads option.

• Variable mapping: each property required by TikTok (such as price or product name) is associated with a Botmaker variable (e.g., $(unitPrice)).

• Automatic trigger: once configured, when the user reaches that point in the chat, the event is automatically sent to the linked TikTok Ads account.

Frequently asked questions (FAQ) 

Can I use a personal TikTok account? 

No, TikTok requires the account to be set up as a "Business Account" to allow API connection.

How do option menus work on TikTok? 

Menus created in the Botdesigner are displayed on TikTok as native interactive buttons, facilitating user navigation.

Is there any geographical limitation?

 Yes. Due to European Union regulations (GDPR), TikTok does not send the text content of messages if the user is located in that region (it only reports who sent it).

Can I reply to TikTok video comments from Botmaker? 

For the moment, the integration is mainly focused on Direct Messaging (DMs) and Ads. Comment management is subject to future updates of the TikTok API.

What file types can I send? 

You can send text, images (JPG/PNG), and stickers.

How do I identify if a user comes from an ad? 

In the Botmaker chat console, a label will appear indicating that the conversation started via a click on an ad (Click to TikTok). Adding screenshot

Is it necessary to be an expert in TikTok Ads to configure events? 

Botmaker facilitates data sending, but having basic knowledge of TikTok Ads Manager is recommended to interpret metrics and optimize campaigns on that platform.

Can human agents chat on TikTok from Botmaker?

 Yes, once the account is connected, TikTok conversations are managed from the Botmaker Live Chat just like any other channel.

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