# TikTok Channel Integration We've added TikTok as a new channel in MyAlice. TikTok direct messages (DMs) and feed comments now flow into your Inbox alongside every other channel. You can deploy AI Agents on both TikTok DM and TikTok Feed, build chatbots for both channels, and view performance reports — without switching tools or workflows. ### What's New #### TikTok DM as a Connected Channel Connect your TikTok Business account to MyAlice and route every TikTok direct message into your Inbox as a ticket. Send replies with text or images directly from MyAlice — no need to open the TikTok app to keep up with customer conversations. #### TikTok Feed Comments as a Connected Channel Incoming comments on your TikTok posts also flow into MyAlice as tickets. Replies posted from MyAlice are published back as replies under the parent comment thread on TikTok. #### Two Independent Connection Types "TikTok Messenger" (for DMs) and "TikTok Feed" (for comments) are separate channel types. When you connect TikTok for the first time, both channels are wired up at the same time — and afterwards each connection can be managed independently from the Integrations page. #### 48-Hour Messaging Window for TikTok DM TikTok's API only allows you to reply to a DM within 48 hours of the customer's last message. MyAlice shows a live countdown banner inside each TikTok DM conversation — *"This chat will expire in \[time remaining]"* — so agents always know how much time they have to respond. #### Hide / Unhide / Delete Comment Actions Moderate inappropriate or off-topic comments without leaving MyAlice. **Hide** and **Unhide** apply to customer comments. **Delete** is only available on outgoing comments your team has posted from MyAlice — TikTok does not allow third-party apps to delete a customer's comment. Hidden comments are marked with a "Hidden" badge; deleted outgoing comments display a red "Comment Deleted" badge. An "Edited" badge appears on an outgoing comment when an agent edits it from MyAlice. #### AI Agent Support on TikTok DM and Feed Deploy AI Agents on both TikTok DM and TikTok Feed. On Feed, the agent uses Hide and Delete tools to auto-moderate incoming comments, with the full parent TikTok post context — caption, media, permalink, timestamp — grounding every reply. Feed replies are capped at 150 characters in line with TikTok's platform limit. On DM, the agent handles direct customer conversations autonomously the same way AI Agents work on other DM channels. Every action across both channels is logged in the Response Trace panel for full auditability. #### Chatbot Support Build chatbot sequences for both TikTok DM and TikTok Feed. Each channel exposes only the block set that's supported by TikTok's API, so what you build is guaranteed to work in production. #### Inbox-Native Workflow All standard MyAlice features apply to TikTok tickets the same way they apply to every other channel: assignment rules, tags, priorities, SLAs, canned replies, internal notes, and resolution states all work without modification. #### TikTok Performance Inside Your Reports TikTok DM and TikTok Feed are selectable in the platform filter within existing report tabs. Message volume, response times, ticket resolution rates, and other channel-level metrics are tracked automatically once the integration is connected. (A dedicated TikTok-only dashboard is not part of this release.) ### Before & After | Before | After | | ------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | No way to receive or reply to TikTok DMs from MyAlice — agents had to switch to the TikTok app for every customer. | TikTok DMs land in the MyAlice Inbox as tickets. Send text and image replies inside the same workflow you use for every other channel, with a live 48-hour countdown banner so agents always know the reply window. | | TikTok feed comments had no presence in MyAlice — moderation, replies, and AI handling all happened outside the platform. | TikTok feed comments arrive in the Inbox as tickets. Reply, hide, unhide, or delete comments directly from MyAlice. | | AI Agents could not handle TikTok comments or DMs. | AI Agents deploy on both TikTok Feed (Hide + Delete tools, full parent-post context, 150-character reply limit) and TikTok DM (direct customer conversations). Every action is logged in Response Trace. | | Chatbots could not reach TikTok customers. | Chatbots run on TikTok DM (Text, Image, Button, Ticket, User Input, Phone Variable, Email Variable, Send Email, Datalab) and TikTok Feed (Text, Image, Send Email, Ticket, Redirect) — only the blocks TikTok's API actually supports. | | TikTok performance was invisible inside MyAlice. | TikTok DM and TikTok Feed are selectable in the platform filter inside existing report tabs — channel-level metrics are tracked automatically. | ### How to Use It #### Connecting TikTok to MyAlice Before you start, make sure you have: * A TikTok Business account * Admin or Owner access in your MyAlice workspace * Login credentials for the TikTok account you want to connect **First-time connection wires up both TikTok Messenger (DM) and TikTok Feed (Comments) at the same time.** After the initial connection, you can disconnect or reconnect either channel independently from the **Integrated** tab. 1. Open the **Integrations** page from the left sidebar. The page opens on the **Integrated** tab listing all currently connected channels. 2. Click the **Available Integrations** tab at the top of the page. Scroll to the **Channel** section and click the **TikTok** card. The card description reads: *"Quickly reply to customer messages on TikTok, share product details, and automate repetitive queries."* 3. A modal titled **Connect TikTok to MyAlice** appears, summarizing what the integration enables: Manage TikTok DM and Comments, Deploy AI Agents, and Analytics & Reporting. The modal also includes a **Need help? Read Documentation** link to docs.myalice.ai. Click **Connect with TikTok**. 4. MyAlice redirects you to TikTok's authorization page. Log in to your TikTok Business account if prompted, then grant the requested permissions. 5. A **Processing…** screen confirms MyAlice is connecting your TikTok account. The window closes automatically after a few seconds. 6. A **Setup Your Channel** modal opens with the message: *"You've successfully connected your account. Let's finish setting up your channel."* The connected TikTok account appears as *"Connected as \[username]"*. Enter a **Title** for the channel (default: *"My TikTok channel"*) and choose an NLP app from the **Select NLP App** dropdown to power chatbot understanding. Click **Finish Setup**. 7. You return to the **Integrated** tab. Both your **TikTok Messenger** and **TikTok Feed** channels appear in the **Channel** section with a **Connected** status. To reconnect a previously disconnected channel later, repeat the same flow — TikTok will only require you to re-authorize the channel that is currently disconnected. #### Managing TikTok DMs in the Inbox Once connected, every incoming TikTok DM creates a ticket in your Inbox. There's no separate workflow: * Tickets appear under your standard filters (All Chats, Replied, Unreplied, Hold). * Reply with text or images directly from the conversation panel. * Assignment rules, tags, priorities, internal notes, SLAs, and canned replies all work the same way as on other channels. **48-hour reply window:** TikTok's API only allows replies within 48 hours of the customer's last message. Each TikTok DM conversation shows a yellow countdown banner — *"This chat will expire in \[time remaining]"* — at the top of the conversation panel. Once the window expires, outbound sends will be rejected by TikTok. The banner updates live (every second under 5 minutes remaining, every minute under 1 hour, every hour otherwise). Supported message types: * **Text messages** — incoming and outgoing. * **Image messages** — TikTok's API only supports .png and .jpeg formats. * **Incoming video** — agents can view videos shared by customers (TikTok does not allow agents to reply with video). * **Incoming stickers and shared posts** — rendered in the conversation thread; shared posts display as a clickable TikTok link. * **Reply Reference** — both incoming and outgoing replies that reference a previous message in the thread are supported. Not supported (TikTok API limitations): * **Outgoing video, file, or voice clip** — TikTok does not allow these from third-party apps. * **Incoming file or voice clip** — same TikTok API limitation. * **Image with reference message** — you can reply with an image, or with a reference, but not both at the same time. * **Product recommendation messages** — not available on TikTok DM. #### Managing TikTok Comments in the Inbox TikTok supports a thread with a single parent comment and multiple reply comments. Each new incoming comment — whether a parent or a reply — creates its own ticket in your Inbox. Replies posted from MyAlice land under the parent comment thread on TikTok. Comment moderation actions: 1. Open the conversation containing the comment you want to moderate. 2. Use the comment action menu to **Hide**, **Unhide**, or **Delete** the comment. **Hide** and **Unhide** apply to customer comments; **Delete** is only available on outgoing comments your team has posted from MyAlice. 3. **Delete** triggers a confirmation modal — *"Delete Comment? Are you sure you want to delete this comment? This cannot be undone."* Click **Delete** to confirm or **Cancel** to back out. 4. After the action, a success toast appears: *"This may take 1–2 mins. Please wait..."*. Hidden customer comments display a **Hidden** badge on the customer's username, and outgoing comments your team has deleted from MyAlice show a red **Comment Deleted** badge. If an agent edits an outgoing comment from MyAlice, the comment is marked with an **Edited** badge. Reply behavior: * Each comment thread has a **Comment** input field at the bottom — *"Type # for saved replies or send a new message"*. * Outgoing replies post under the parent comment thread on TikTok. * Outgoing image comment replies are supported (PNG/JPG, under 10MB). * Reply Reference (the "reply-to" UI affordance) is not exposed for TikTok Feed — Reply Reference is only available on TikTok DM. Behavioral notes specific to TikTok Feed: * TikTok does not support agent-side @mentions in feed comments. The mention/tagging UI is intentionally disabled. * Private Reply (a TikTok feature that lets you reply to a public comment as a DM) is not currently exposed in MyAlice. * Outgoing video, file, voice clip, and product recommendation are not available on Feed — none of these are supported by the TikTok Comments API. #### Building Chatbots for TikTok Chatbot builder for TikTok works the same way as for any other channel. Go to the **Automation** section, select your TikTok project at the top-left project selector, and use the available blocks on the right **Blocks** panel. **TikTok DM (TikTok Messenger) — supported blocks:** * Text * Image * Button (sequence-based) * Ticket * User Input * Phone Variable * Email Variable * Send Email * Datalab CSAT and Quick Reply blocks are not supported on TikTok DM (TikTok caps button options at 3, which doesn't fit the CSAT pattern). **TikTok Feed (Comments) — supported blocks:** * Text * Image * Send Email * Ticket * Redirect Other chatbot blocks (Quick Reply, Buttons, Gallery, CSAT, etc.) are intentionally hidden when working on a TikTok Feed project — public comment threads can't carry the patterns those blocks rely on. The card-level menu on Feed channel cards also excludes Clone and Ticket Settings, which don't apply for the Feed use case. #### Deploying AI Agents on TikTok **On TikTok Feed (Comments)** AI Agents on TikTok Feed are designed for autonomous comment moderation. The agent has access to two tools: * **Delete Tool** — removes a comment. Use for spam, abuse, or content that violates your guidelines. * **Hide Tool** — hides a comment without deleting it (visible only to the commenter and your team). Each TikTok Feed AI Agent can have one Hide tool and one Delete tool attached. **Parent post context:** For every incoming comment, the AI Agent receives the full context of the TikTok post being commented on — the post caption, attached media (image or video URLs), the post permalink, and the timestamp. This means the agent can reason about whether a comment is appropriate in the context of the specific video your customer just saw. **150-character reply limit:** TikTok caps comment replies at 150 characters. The AI Agent is instructed at the system-prompt level to respect this hard platform limit — replies longer than 150 characters would be rejected by TikTok. **Response Trace:** Every action the AI Agent takes is logged in the **Response Trace** panel — visible inside each comment ticket via the **View Response Trace** link. The panel describes itself as: *"See a detailed breakdown of every step your AI Agent took to process and respond to the query."* For each tool call you'll see the tool name, tool type, input (typically the ticket ID), and output (success / failure plus any data). Thinking steps are logged alongside tool calls so you can see the agent's reasoning. **Taking over a conversation:** If you want to handle a ticket the AI Agent is currently working on, click the green **Assign to me** button on the ticket — the conversation panel shows *"Click the button to join the conversation"* until an agent joins. **On TikTok DM** AI Agents can be deployed on TikTok DM to handle incoming direct messages autonomously — the same way AI Agents work on other DM channels (Facebook Messenger, WhatsApp, Instagram, and so on). Every action is logged in the **Response Trace** panel, and human agents can take over the conversation at any time using the green **Assign to me** button on the ticket. #### Viewing Reports TikTok DM and TikTok Feed appear as selectable platforms in the platform filter inside existing report tabs (Customer Metrics, Automation Metrics, Agent Metrics, AI Agent Metrics, and so on). Message volume, response times, ticket resolution rates, and other channel-level metrics are tracked automatically — no setup needed once the integration is connected. A dedicated TikTok-only reporting dashboard is not part of this release. #### Disconnecting TikTok 1. Go to **Integrations → Integrated**. 2. Find the TikTok DM or TikTok Feed channel you want to disconnect. 3. Click the three-dot (…) menu on the channel card. For TikTok channels the menu shows **Connect / Disconnect** only — Edit, Clone, Delete, and Ticket Settings are intentionally hidden because they don't apply to TikTok integrations. 4. Click **Disconnect** and confirm. The channel status changes to **Disconnected**, and a toast confirms — *"Channel \[name] successfully disconnected"*. You can reconnect at any time by following the connection steps above. Reconnection refreshes the access token and re-establishes the platform link. ### Summary of Benefits * **Unified Inbox:** TikTok DMs and comments live alongside every other channel — no app-switching, no separate workflow. * **Comment Moderation Without Leaving MyAlice:** hide, unhide, or delete inappropriate comments straight from the conversation panel. * **AI-First TikTok Coverage:** AI Agents handle both TikTok Feed comment moderation (Hide / Delete tools, 150-character TikTok-compliant replies) and TikTok DM customer conversations — all with full Response Trace audit logs. * **Clear 48-hour DM Reply Window:** a live countdown banner tells your agents exactly how long they have to respond to each TikTok DM. * **No Extra Process:** assignment rules, SLAs, tags, canned replies, and reports all apply the same way they do for other channels. ### Availability | | | | ---------------- | -------------------------------------------------------------------------------------------- | | **Availability** | Available to all MyAlice accounts (Global), where TikTok's Business APIs support the region. | | **Plan Tier** | Available across paid plans on a connected TikTok Business account. | | **Feature Area** | Integrations · Inbox · Automation (Chatbot) · AI Agents · Reports | *Regional note: TikTok's Business Messaging API and Comments API have feature variations across regions. For specifics on what's available in your customers' regions, refer to TikTok's Business API documentation.* --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.myalice.ai/release-log/tiktok-channel-integration.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.