Engage with Direct Messages from TikTok Company Accounts to Profiles
Updated
Introduction
Sprinklr enables brands to engage with direct messages (DMs) received from TikTok profiles. While TikTok Business Accounts cannot initiate conversations, they can reply to DMs sent by individual TikTok users. This feature supports efficient community engagement within Sprinklr’s Engagement Dashboards.
Important Notes:
DP Based: Access to this feature is controlled by the dynamic property: <TIKTOK_DIRECT_MESSAGE_ENABLED>. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com. Once enabled, TikTok DMs will populate as inbound messages, and cases may be created based on your workflows.
Reply Limit: You can send up to 10 replies within 48 hours of receiving the last message.
EU/UK Compliance: This feature is not available for brand handles registered in the EU or UK due to TikTok’s legal restrictions.
No Media Support: Image or media replies are not supported at this time.
Username Changes: If a TikTok profile's username is changed, the account must be re-added in Sprinklr.
To be able to reply to messages from TikTok profiles, it is necessary to create a TikTok Engagement Column (Direct Messages) in the Engagement Dashboards.
Steps to Reply to Direct Messages from TikTok Company Accounts
Click the New Tab icon
in your Sprinklr platform. Under the Sprinklr Social tab, click Engagement Dashboards within Engage.
Click the Dashboard Menu icon
in the top left corner and select the desired dashboard.
On the Engagement Dashboard, locate the Message from the TikTok Profile that you want to reply to, and click the Reply icon.
In the third pane that opens, write your reply in the Enter your reply here... field. Rich text is supported in the given field; as a result, you can format the content based on your preference.
Click Save as Draft if you want to save the reply to be sent later. Click Send in the bottom right corner to send the reply right away.