How to Connect TikTok Direct Messages to OmniServe

You can add TikTok direct messages as a channel in OmniServe to view and reply to TikTok conversations from the Inbox. Team members with the Manage Channels permission can add the channel using a TikTok account connected to Lucidya. This brings TikTok conversations into the same Inbox as your other channels.

What You Can Do

• View TikTok direct message threads in the Inbox in real time
• Reply to TikTok messages where TikTok allows it
• Route TikTok conversations like other OmniServe channels
• Track TikTok direct messages in OmniServe analytics
• Export TikTok conversations

Before You Start

• TikTok direct messages must be enabled on your Lucidya package.
• You need the Manage Channels permission in Lucidya.
• If you already connected TikTok for Public Engagements, you can use the same account.

Step by Step

Step 1 – Open Manage Channels
Go to Managed Channels → Manage Channels, then click New Channel.

Step 2 – Choose the Category
Select Social Media, then click Next.

Step 3 – Open the TikTok Tab
On the Setup Channel step, select the TikTok tab. Your connected TikTok accounts appear under Select an account. If you don't have any connected accounts, a message asks you to add one.

Step 4 – Add a TikTok Account (If Needed)
If your account is not listed, click Add Account. In the Add TikTok Account window:

• Select Direct Messages.
• Click Continue to TikTok. You'll be redirected to TikTok to approve permissions.

Note: The Public option receives comments and mentions from your TikTok videos as engagements in the Inbox. To receive private messages, select Direct Messages.

Step 5 – Select the Account and Add the Channel
Under Select an account, select the account marked with the Direct Messages icon, then click Next. The channel appears in the Manage Channels list as TikTok (DM).

Step 6 – Give Your Team Access
Make sure the agents who will handle TikTok conversations have access to this channel and its data source. Role changes take effect immediately.

Managing the Channel

Reply to TikTok Messages
Open a TikTok conversation from the Inbox and reply. TikTok limits replies in the following ways:

• Replies are allowed only within TikTok's 48-hour messaging window.
• Message caps apply.
• Only some message types are supported.

Image Support
Whether you can send images varies from one conversation to another.

Review Analytics and Exports
TikTok direct messages are included in OmniServe analytics and exports. Metrics that do not apply to TikTok direct messages are excluded.

For further assistance contact Lucidya Support.

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