Connect TikTok

STS Connect brings the comments on your TikTok videos into your inbox, so your team answers them like any other conversation. Replies go back to TikTok as public replies under the comment. TikTok does not offer direct messages to businesses, so comments are the channel.

What you need

• A TikTok Business Account (in the TikTok app: Settings → Account → Switch to Business Account). Personal and Creator accounts cannot be connected.
• A plan that includes TikTok comments (Basic and above).

Connect

1. In the portal open TikTok comments and press Connect TikTok.
2. Sign in to TikTok and allow STS Connect to read your videos and manage comments.
3. Back in the portal the account shows as Connected. A "TikTok Comments" inbox is created in your STS Connect Inbox automatically; add the agents who should answer under its Collaborators.

Comments are checked every two minutes. Each top-level comment opens a conversation that starts with a link to the video and the name of the person who commented; replies under it appear in the same conversation.

Reply

Answer from the inbox as usual. Your reply is posted publicly under the comment from your TikTok account. Replies you write in the TikTok app also show up in the conversation as a note, so the team sees the whole thread.

Automate replies

Under TikTok Automation create rules: when a new comment contains a keyword (for example price), post a public reply automatically, hide the comment, or both. Rules only act on comments posted after the rule is created. Agents see every automatic reply as a note in the conversation.

Good to know

• Comments from the last two weeks on your ten newest videos are imported, however old the video is. Older comments are not imported.
• If the account shows Connected, last check failed or asks you to reconnect, press Reconnect TikTok; TikTok access needs to be renewed from time to time.
• Disconnecting keeps the inbox and the history; only new comments stop arriving.