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TikTok Business Messaging

Last updated May 4, 2026 · 1512 views

TikTok Business Messaging

Velaro integrates with TikTok Business Messaging, allowing visitors who message your TikTok business profile to be routed into the Velaro inbox alongside your other channels. Agents handle TikTok conversations in the same unified workspace used for web chat, SMS, and WhatsApp.

Requirements

  • A TikTok Business Account (not a personal account).
  • Your TikTok account must have the Business Messaging feature enabled (available to accounts with 1,000+ followers or via TikTok for Business approval).
  • A Velaro plan that includes social channels.

Connecting Your TikTok Account

  1. Go to Settings → Integrations → TikTok.
  2. Click Connect TikTok Account.
  3. You are redirected to TikTok to authorize Velaro. Log in with the TikTok Business account credentials.
  4. Grant the requested permissions: Direct Messages Read and Direct Messages Write.
  5. After authorization, you are returned to Velaro. Your TikTok account appears as a connected channel.

Routing TikTok Messages

By default, all incoming TikTok messages are routed to the Default Team. To route to a specific team or apply routing rules:

  1. Go to Settings → Channels → TikTok → Routing.
  2. Select a target team or set up routing rules based on keywords in the first message.
  3. You can also assign TikTok conversations to a dedicated bot to handle initial triage and FAQs.

What Agents See

TikTok conversations appear in the unified inbox with a TikTok icon indicating the source channel. Agents can:

  • Send text replies.
  • Send images and short video clips (within TikTok's messaging limits).
  • Use canned responses.
  • Transfer to another agent or team.
  • View the visitor's TikTok profile (username, follower count, and public profile link) in the sidebar.

Bot Handling for TikTok

Your AI bot can handle incoming TikTok messages the same way it handles web chat. Bot workflows that use channel-aware overrides can provide TikTok-specific responses — for example, shorter replies suited to the TikTok audience. Configure this under Workflows → [Workflow Name] → Channel Overrides → TikTok.

Limitations

  • TikTok's messaging API does not support outbound proactive messages — you can only reply to visitors who message you first.
  • Rich cards, buttons, and quick replies are not supported in the TikTok channel (text and media only).
  • Messages older than 7 days cannot be retrieved via the API — historical import is not available.

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