TikTok Messaging and Comment Automation lets you manage eligible TikTok comments and direct messages through workflows. You can trigger automations when someone comments on a TikTok post or sends a matching direct message, then automatically reply, create or update contact activity, and continue follow-up based on the interaction. The feature is currently available for eligible TikTok business accounts registered in the United States and is not available in the EEA, Switzerland, or the United Kingdom.

TABLE OF CONTENTS

About TikTok Messaging & Comment automation

TikTok has millions of active customers but they dont provide tools for managing customers, contacts & conversations efficiently at scale. You want to automate some amount of these activities, so the conversations happen in FBIG, but are managed from inside your CRM.


All you have to do is configure several different components correctly. This guide will explain each of those components, several patterns for making them work together.

Eligible Geographies 

The TikTok Messaging & Comment Automation feature is not yet available in the European Economic Area (EEA), Switzerland, or the United Kingdom (UK).

Currently, this feature is available only for business accounts registered in the United States.

This limitation is due to restrictions within TikTok’s public APIs.



Integrating your TikTok account

Before proceeding, make sure your TikTok accounts are integrated with your Subaccount. Go to Subaccount > Settings > Integrations > TikTok card.




Components

Triggers:

Actions:


How will TikTok Comment automation work?

Setup Trigger: TikTok Comment(s) on Reel

When creating a workflow click on "Add Trigger". The triggers related to comment automation are present in the Communication category. You can directly search for the trigger or scroll down to the category.

1. Go to triggers and select from the available triggers based on your use case. Here you should select TikTok - Comment(s) on a Post




2. After clicking on the trigger the sidebar will open. There are multiple filters present here. The first step is to select the Account. 

Account Selection for TikTok Comments

If a specific account is not selected in the filter, the system will automatically consider all accounts that are integrated at the location level. The automation will then execute across all these connected accounts.



3. After selecting the Page you have to select the Post Type. Post type can be "Published" or "Custom"

 a. Published Post - 'Published Posts' tab fetches all posts on your business page - basis this selection, all the posts from your account comes as a dropdown.


b. Custom Post - Custom Post tab allows you to define the post you want to consider by providing an URL

Post Selection Behavior
If a specific post is not selected, the system will automatically include all posts associated with the connected TikTok account.


4. In the next step, you should select the post or provide the URL, you would like to run the automation on. If you do 

 


5. After selecting the post you have to enter what are you looking for in the comment. You can select from 2 options "Contains Phrase" and "Exact Match". Below are some examples to understand these 2 dropdown better.

Exact Match - Price

Inbound message - Price

Result - Pass

Exact Match - Share the Price

Inbound message - Share the Price

Result - Pass

Exact Match - Share the Price

Inbound message - Please share the Price

Result - Fail

Contains Exact Phrase - I bought from you

Inbound message - I bought from you

Result - Pass

Contains Exact Phrase - I bought from you

Inbound message - I bought from you yesterday

Result - Pass

Contains Exact Phrase - I bought from you

Inbound message - I bought one from you

Result - Fail

When the contact will be saved?

When a contact is coming through the trigger, it will be saved as a contact and First Name and Last Name of the contact will be stored.

Setup Action : Reply in Comments

  1. Go to actions. Here you can select the action from the Communications section, “Reply in Comments”




  1. Users can configure up to 10 reply comments, which will be randomly selected during execution.



How will TikTok DM automation work?

Trigger :  Customer replied


When creating a workflow click on "Add Trigger". The trigger related to DM automation “Customer replied” is present in the Events category. You can directly search for the trigger or scroll down to the category.

1. Go to triggers and select from the available triggers based on your use case. Here you should select Customer replied trigger



2. After clicking on the trigger the sidebar will open. There are multiple filters present here. The first step is to select the “Reply channel” filter where filter value = TikTok


3. Users can configure automation rules for direct messages by setting specific matching conditions, such as ‘Contains Phrase’ or ‘Exact Match Phrase.’


4. Based on the above configurations, you can define the trigger for the automation.


Setup Action : Tiktok Interactive messenger


There is 1 new action in the "Communications" category - Tiktok Interactive messenger

On selecting the action, the sidebar will open where you can capture all the relevant details.

The TikTok Interactive Messenger is fairly straightforward. Here you have to provide the message you want to send to the inbound trigger defined and save the action.


Important Points to Noted

  1. The TikTok Interactive Messenger action, unlike FB & IG does not support a “Reply Type” field where users could have defined values “Reply as DM”, “Reply to Comment via DM”. It will be enabled as soon as TikTok APIs starts supporting it.

  2. The TikTok Interactive Messenger action, unlike FB & IG, does not support Templates. It will be enabled incrementally

  3. The TikTok Interactive Messenger action does not support Attachments, Buttons, Quick Replies. It will be enabled as soon as TikTok APIs start supporting it.


Need Help?

If TikTok comment or direct message automation is not working as expected, first review the TikTok connection, workflow trigger, filters, and supported feature limitations.

Verify that:

  • The TikTok business account is connected to the correct account.

  • The TikTok account is registered in an eligible region.

  • The workflow is published and active.

  • The correct TikTok account is selected in the workflow trigger.

  • The intended post is selected, or the correct custom post URL is entered.

  • Leaving the account or post filter blank is intentional, since the automation may apply across all eligible connected accounts or posts.

  • Exact Match or Contains Phrase is configured correctly for the expected comment or message.

  • The Customer Replied trigger uses TikTok as the reply channel for direct message automation.

  • The correct Reply in Comments or TikTok Interactive Messenger action is included.

  • Reply comments were saved correctly if using randomized comment responses.

  • The message content in TikTok Interactive Messenger was saved.

  • You are not attempting to use unsupported TikTok Interactive Messenger features such as templates, attachments, buttons, quick replies, or reply-type options.

  • A recent qualifying comment or direct message was used when testing the workflow.

If the workflow triggers but the response is not sent, review the matching conditions and action configuration one at a time. For comment automation, confirm the comment text meets the selected phrase rule. For direct messages, confirm the incoming message matches the configured TikTok reply conditions.

If the issue continues, collect the connected TikTok account, workflow name, trigger type, selected post or post URL, phrase-matching settings, sample comment or message, date and time of the test, and screenshots of the trigger and action configuration before contacting support.