Overview

The TikTok has introduced new APIs that enable Sprinklr to ingest complete conversations from TikTok fan posts where your brand is mentioned. With the new APIs, Sprinklr can retrieve the entire conversation associated with qualifying fan posts, providing additional context for customer engagement. This capability allows Engagement teams to view and respond to conversations more effectively by making related posts, comments, and replies available within Sprinklr.

What Gets Ingested?

Sprinklr can ingest conversations for the following scenarios:

Scenario 1: Brand Mentioned in the Fan Post

When a fan post explicitly @mentions your brand handle, Sprinklr ingests:

• The parent fan post

• All comments under the post

• All replies to those comments

Scenario 2: Brand Mentioned Only in a Comment

When the original fan post does not mention your brand, but a comment under that post includes an @mention of your brand, Sprinklr ingests:

• The parent fan post

• All comments on the post

• All replies to those comments

This ensures that agents have visibility into the complete conversation, even when the brand is introduced later in the discussion.

Conversation Coverage

For every qualifying fan post, Sprinklr retrieves:

• The original fan post

• Every comment on the post, regardless of whether each individual comment mentions the brand

• All replies associated with those comments

This provides complete conversational context instead of limiting visibility to only the comment containing the brand mention.

Available Comment and Reply Information

For each ingested comment and reply, Sprinklr retrieves available metadata, including:

• Like count

• Commenter's display name

• Commenter's username

• Commenter's profile image

For comments, Sprinklr also retrieves:

• Number of replies

Create a TikTok Comments Column for Capturing Mentions

1. Click the New Tab icon.
2. Under the Sprinklr Social tab, select Engagement Dashboards.
3. In the Engagement Dashboard, click Add Column in the upper-right corner.
4. In the Add New Column window, search for and select TikTok as the source.
5. Now, select Comments as the new column type.

6. In the Add New TikTok Column window, in the Basic information box, add all necessary details like Name, Decsription, Account/Account Group.

7. Further down, under Type of Mention for Comments, select one of the following column types:

   • All
   • Brand Post Comments
   • Video Mention Comments
   • Comment Mention Comments

   • (Optional) Configure Workflow Properties to automatically assign workflow settings such as:

     • Status
     • Assignee
     • Priority
     • Spam classification
     • Sentiment
   • (Optional) Configure Custom Properties to include or exclude messages based on applied message properties.
   • Click Create Column.