Connect your TikTok business account; reply to messages in the inbox and automatically save Instant Form leads as customers.
What does this integration do?
When you connect your TikTok business account to Chatmatic, two things happen:
Messages sent to your account land in the shared inbox. The team replies from there.
When an Instant Form (prebuilt form) in a TikTok ad is filled in, the person lands in the Lead Hub with a TikTok tag. From there you can convert them to a customer or assign them to an agent.
Path: Left menu → All Integrations → TikTok (also reachable from the Messaging Channels section in Settings)
TikTok integration page
Before you start
The account you connect must be a TikTok business account.
The TikTok integration must be enabled in your plan. If it is disabled, you will see a “plan not eligible” warning; open a request via Support for your plan.
You need the Integration Management - Create permission to start the setup: Roles and Permissions.
Your plan must have an available account slot. The Current Accounts and Limit boxes at the top of the page show how many accounts you have connected and how many slots you have.
Connecting the TikTok account
Click the Privacy Agreement link, scroll to the end of the text and click I Accept. This approval is needed only once.
Click the Start Setup button at the top right. TikTok’s secure connection window opens.
Sign in with the username and password of the TikTok business account you want to connect.
Approve the message and lead form permissions that TikTok shows.
When the window closes, your account is added to the list on the page.
TikTok connection window and permission screen
If the window doesn’t open, turn off your browser’s pop-up blocker and try again.
We recommend approving all permissions. If you don’t grant the message permission, messages won’t land in the inbox; if you don’t grant the lead form permission, Instant Form contacts won’t arrive.
Managing connected accounts
Each row in the account list has the following:
Field / action
What does it do?
Permission
Determines which agents can see the account and write replies. Roles and Permissions
Active / Inactive
Temporarily disables the account without deleting the connection
Reconnect (plug icon)
Refreshes the connection if it has broken or TikTok permissions were revoked
Delete
Removes the account’s connection
If an account’s connection needs to be refreshed, a yellow warning appears in the row; click the Reconnect button. A dot also appears next to Integrations in the menu.
Removing the connection
After deleting the account in Chatmatic, we recommend also removing access on the TikTok side:
Click the HERE link in the info box on the page (tiktok.com/setting opens).
In your TikTok account, remove the Chatmatic app’s access.
How does it work?
Incoming messages appear in the Chat Channels inbox.
Instant Form leads appear in the Lead Hub with TikTok as the platform. You can list only TikTok leads using the platform filter.
When you convert a lead to a customer, the record moves to the Customers list along with its source; you can assign it to an agent and a pipeline stage.
What data is used?
TikTok business account ID and display name
Messages sent to your account and the sender’s username / profile information
The name, phone and email the user shares in the Instant Form
The data is used only so you can manage messaging and customer records within the CRM.
Troubleshooting
Problem
Solution
Start Setup is disabled
Check that TikTok is enabled in your plan, you have an available account slot and you have the Integration Management - Create permission.
Connection window doesn’t open
Turn off the pop-up blocker
Account is connected but no messages arrive
Reconnect the account and make sure you approve the message permission
Instant Form contacts aren’t arriving
Reconnect the account and approve the lead form permission
Reconnect warning
Click the Reconnect icon and sign in on TikTok
Agent can’t see the account
Grant that user access from the Permission setting in the row
Account can’t be added
The account limit in your plan is full. Delete an old account or upgrade your plan
