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.
Note: Access to this feature is controlled by a dynamic property (DP). To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
This capability is currently available only in the UK, Brazil, Mexico, and France markets. If access is required for other markets or environments, contact Sprinklr Support at tickets@sprinklr.com.
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 the following requirements are met:
TikTok Business Account & Shop
You must have a valid TikTok Business Account.
A TikTok Shop must already be created, linked to your Business Account, and have an active seller account.
Log in with the correct Business Account during authorization.
Supported Markets
Your TikTok Shop must be registered in one of the supported markets:
UK
Brazil
Mexico
France
When selecting a region during setup, ensure it matches the region where your TikTok Shop is registered.
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.
The selected region must match the region where the TikTok Shop is registered. For example, If the shop is registered in France, France must be selected.
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.
Note: 30‑Day Reauthorization Requirement
TikTok Shop authorization is valid for 30 days, after which you must reauthorize. To reauthorize, re-add your TikTok Shop account every 30 days (follow the steps in the Add a TikTok Shop Account section above).
Publishing Support
The following type of messages can be published:
Text
Emoji
Image
Note: Hyperlinks are not supported as clickable links. URLs sent will render as plain text.
Product and Order Card Display
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.
Product Card Fields
Product ID
Product Name
Order Card Fields
Order ID
Order Status
Currency
Product Variant
Product Price
Total Amount
Configuring Workflows for TikTok Shop DM
You can configure both bot workflows and guided workflows for the TikTok Shop channel. However, to ensure they function correctly, you must first disable native automation within TikTok Shop by navigating to the TikTok Shop Automation Tools page.
As shown in the screenshot below, all native automation settings are disabled.
Note: Workaround for Routing Configuration
When creating workflows (such as Bot workflows or Guided workflows), you may want to use message type to control how conversations are routed.
Currently, TikTok Shop DM is not available as a selectable standard message type. To enable routing, you can configure a rule in the Rule Engine:
Configure Rule:
1. Navigate to Rule Engine and create a new rule.
2. Add Condition: Conditions Applies To The source of the Message
3. In the dropdown, select Account and choose your TikTok Shop account.
4. Add Action: Actions To Change properties of Message
5. Select a custom field (for example, channelMessageType) and assign it a value such as TikTok Shop DM.
You can now use this custom field across:
Bot workflows
Guided workflows
Reporting
