Add a TikTok Shop Customer Service Chat Account
Updated
Sprinklr supports TikTok Shop integration, enabling brands to deliver a unified customer service experience at scale. By connecting your TikTok Shop account to Sprinklr, you can manage customer conversations in one place, alongside other messaging channels.
Key Features
With this capability, brands can:
Send and receive TikTok Shop messages directly within Sprinklr, giving agents the tools to respond quickly and effectively.
View product and order cards shared by customers, ensuring agents have full context to provide accurate and personalized support, reducing friction in customer interactions.
Access comprehensive reporting for TikTok Shop, including metrics such as session count, customer satisfaction percentage, response time, and response rate.
Prerequisites
Before you begin, ensure you have an active TikTok Shop seller account.
Add a TikTok Shop Account
To add a TikTok Shop account:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Platform Modules > Listen, click Messaging Accounts.
3. On the Accounts page, click Add Account in the top‑right corner.
4. Search for and select TikTok Shop.
5. An authorization screen is displayed. Click Go To TikTok.
You are redirected to the TikTok Shop Seller Center where you complete the authorization steps.
6. Select the correct region for your TikTok Shop account and click Next.
7. Sign in to your TikTok Shop seller account. If you don’t have a seller account, you can create a new one.
Note: If you are already signed in to a seller account, this step will be skipped.
After logging in, you are presented with an installation form.
8. Review and fill out the installation form presented by TikTok. Click Confirm to install.
9. After confirming, authorize Sprinklr to access your TikTok Shop account.
The TikTok Shop account is now added in Sprinklr.
Publishing Support
The following type of messages can be published:
Text
Emoji
Image
Although product cards and order cards cannot currently be published, when a user sends one of these message types, Sprinklr displays the card in the Care Console with limited descriptive fields.