With the TikTok channel, the direct messages your account receives arrive in the same panel as WhatsApp, Instagram and Facebook: the assistant replies to them, your team can take them, and they stay in the funnel and the contact's history.
Requirements
- A TikTok Business account (not personal or creator).
- Having receiving direct messages from any user enabled in TikTok's settings.
- Only available in LATAM: TikTok doesn't offer business messaging in Europe or the United States. If you don't see the TikTok card in Channels, your region isn't enabled.
- Using the latest version of WeSpeak's assistant (if your account is older, support updates it at no cost).
How to connect it
- Go to Channels and choose TikTok.
- TikTok opens for you to authorize the connection with your Business account. Accept all the permissions the authorization screen requests — if you uncheck the message ones, the connection is rejected.
- When you return, the channel is active: messages start coming in on their own.
If the connection fails
When you come back from TikTok you may see a message in Channels with the reason. The most common ones:
| Message | What it means and how to resolve it |
|---|---|
| The account isn't Business | You authorized with a personal or creator account. Convert it from the TikTok app (Settings → Account → Switch to Business Account) and reconnect. |
| Message permissions are missing | You unchecked permissions on TikTok's authorization screen. Authorize again, accepting all of them. |
| Requires the latest version of the assistant | Your account still uses an older version of WeSpeak's assistant. Contact support to update it and then connect TikTok. |
| The authorization expired | More than 10 minutes passed between starting the connection and authorizing. Go back to Channels and start over. |
ℹ️ TikTok completes the login even if the account is personal — that's why WeSpeak verifies the account type before considering the channel connected, and warns you right away instead of leaving a channel that later fails to send.
What the channel supports
| Action | Available? |
|---|---|
| Receive text messages | ✅ |
| Reply with text (assistant and team) | ✅ |
| Receive and reply with images | ✅ |
| Receive videos, stickers and emojis | ✅ |
| Read receipt (blue check) | ✅ |
| Quote a message when replying | ✅ Text only |
| Voice notes / audio | ❌ TikTok doesn't allow it |
| Start a conversation | ❌ You can only reply to whoever writes to you |
Limits set by TikTok
- You can't write first: the channel replies to conversations the user starts. It isn't for outbound sends or campaigns.
- Checks: TikTok only reports when the user saw your message. You'll see one check when you send and the two blue checks only when they open the chat (there is no "delivered" status).
- Audio: the voice note button appears disabled on purpose.
- Templates: message templates aren't available in TikTok chats.
- Scheduled messages: you can only schedule a send within the next 48 hours (as long as the conversation is still within its active window).
The message cap, in detail
TikTok limits how many messages your business can send based on the conversation's activity:
| Moment of the conversation | Limit |
|---|---|
| First contact — from the user's first message until they reply to one of yours | 10 messages within the first 48 hours |
| Active conversation — the user replied less than 48 hours ago | No limit |
| Inactive conversation — the user hasn't replied in more than 48 hours | 3 messages, until they write again |
When you reach the cap, the writing box is disabled and shows the message: "You've reached TikTok's message limit for this conversation. You'll be able to send more when the user replies again." It's not an error — any reply from the user (even a short one) frees up the conversation.
How the assistant handles these limits
On the first contact of a TikTok conversation, the assistant enters compact mode so it doesn't burn through the quota of 10 messages:
- It replies in a single message: greeting, a summarized quote and a question to continue.
- Instead of sending the photos (each photo counts as a message), it offers them and asks whether the customer wants to see them.
- When the customer replies, the conversation becomes "active" (no limit) and the assistant returns to the usual: detailed quotes and full galleries.
- If the window's quota is already used up, the assistant doesn't force the send: it waits for the user to reply instead of sending something TikTok would reject.
Frequently asked questions
I connected TikTok and no messages come in.
Check that your account is Business and that it has receiving messages from any user enabled — it's the most common reason.
Can I send a template or campaign over TikTok?
No: TikTok only allows replying to conversations the user started.
I authorized the connection but WeSpeak says my account isn't valid.
TikTok lets you complete the login with personal accounts, but business messaging only works with Business accounts. Change the account type in the TikTok app (Settings → Account → Switch to Business Account) and reconnect.
The writing box locked in the middle of first contact.
On first contact TikTok allows a maximum of 10 messages until the customer replies. Wait for their reply: any message from them unlocks the conversation.
Why did my message stay with a single check for hours?
It's normal: TikTok doesn't report delivery, only reading. The double blue check appears only when the user opens the chat.
The channel disconnected, do I lose the conversations?
No: the conversations stay visible in the history, but the writing box is replaced by the message "The channel is disconnected. You can't send messages." Reconnect TikTok from Channels to keep replying.