Skip to content
ReplycoReplycoHelp Centre
Release notes

Connect TikTok Shop

Connect your TikTok Shop and the conversations buyers start with your shop arrive in Replyco as chats; your replies go back to the buyer in TikTok Shop. The connection is a seller authorisation: you sign in to TikTok Shop with your seller account and allow Replyco access, and Replyco adds one account for each shop the authorisation covers, named after the shop. The TikTok tile carries the BETA label because the connection is still in beta; you connect it like any other channel.

Before you start

Section titled “Before you start”
You needWhere it lives
The Admin permission in ReplycoAdminUsers; see Invite users and set what they can do
The login of your TikTok Shop seller account; TikTok Shop lets the main account authorise services, not sub-accountsTikTok Shop Seller Center
A free account on your plan for each shopAdminBilling; see Billing

Availability: every plan.

Steps

Section titled “Steps”

  1. Select + Add Account in the top bar and scroll down to Social Media and Phone Accounts.

    The Add Account page lists every channel Replyco connects; to connect another one, see Add Account.

    The lower part of the Add Account page in Replyco, opened with + Add Account in the top bar. Below Mailbox Accounts and Order Management System Accounts, the group Social Media and Phone Accounts has six tiles: Telegram, Facebook, Instagram, TikTok with a BETA label, Aircall and WhatsApp. The TikTok tile, fourth in that row and marked BETA, is highlighted; selecting it opens the dialog Authorize Replyco to sync with TikTok. BETA marks a connection that is still in beta.
    TikTok Shop is connected with the TikTok tile, marked BETA, under Social Media and Phone Accounts.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    button “”, social-media-and-phone-tiles, enabled. opens the TikTok connect dialog
    Also visible
    Mailbox Accounts and Order Management System Accounts above; Telegram, Facebook, Instagram, TikTok (BETA), Aircall, WhatsApp tiles
    Purpose
    start connecting TikTok Shop

  2. Select the TikTok tile. The dialog Authorize Replyco to sync with TikTok opens at its first step, AUTHORIZE. Select Authorize.

    TikTok Shop’s authorisation page opens in a new browser tab. The dialog in the tab you started from moves on to FINISH.

    The dialog Authorize Replyco to sync with TikTok at its first step, AUTHORIZE, with a second step still to come in the progress bar. It reads "Complete the TikTok account with Replyco in just a few easy steps." It says that after Authorize you are redirected to TikTok to sign in with your credentials. The Authorize button in the middle is highlighted; selecting it opens TikTok Shop's authorisation page in a new browser tab, where the seller account allows Replyco access to its shops. A Need help? link sits under the button.
    Authorize opens TikTok Shop's authorisation page in a new tab.
    What this screenshot shows
    Screen
    Authorize Replyco to sync with {{name}} (/integrations/add)
    Highlighted
    button “Authorize”, dialog-centre, enabled. opens TikTok Shop's seller authorisation in a new tab
    Also visible
    step AUTHORIZE of two; Need help? link
    Purpose
    start the TikTok sign-in

  3. In the TikTok Shop tab, sign in with your seller account and follow TikTok Shop’s steps to authorise Replyco for your shops. First choose your account type and the region your shop is registered in, and select “Next”.

    TikTok Shop's "Authorize" page at its first step, "01 Select account type", with "02 Authorize an app or service" still to come. A notice says: "To authorize the service, you must login with your main account (sub-accounts don't have permission to authorize services)." Below, the card "Europe seller, Regions included: 2" is open and lists Germany and United Kingdom; the United Kingdom row reads "You are registered as a TikTok Shop seller from United Kingdom", and its "Next" button is framed in red.
    Choose the region your TikTok Shop is registered in and select "Next".
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    main-account notice; Europe seller with Germany and United Kingdom; Next, framed in red
    Purpose

    The next page is called “Install”, or “Renew” when you connect again. Fill in the form, with the shop and your contact email; the telephone number is optional. Then select “Confirm to install”.

    TikTok Shop's second step, here called "Renew" because the shop was connected before; a first connection calls it "Install". The steps read Select account type (done), "02 Renew" and "03 Authorise". Under the Replyco Helpdesk app and its developer, Replyco, the form shows "Authorised shop", "Renew options" set to "Re-authorise only", "Your contact email address" with the seller's email, and the optional "Your contact telephone number". The "Confirm to install" button at the bottom right is framed in red.
    Check the shop and your contact details, then select "Confirm to install".
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    Replyco Helpdesk; Authorised shop; Renew options: Re-authorise only; contact email and optional telephone number; Confirm to install, framed in red
    Purpose

    Tick the acknowledgement under the list of conditions and select “Authorise”.

    TikTok Shop's last step, "03 Authorise", with the Replyco and TikTok logos. It reads "You are authorising Replyco Helpdesk to the following conditions:" and lists Global Shop Information, Return & Refund Basic, Shop Authorized Information, Promotion Information and Customer Service, which lets the partner receive and reply to Instant Messages from buyers. The acknowledgement below is ticked; it adds that you can stop sharing the data under TikTok Shop Seller Centre › Apps & services › App store › My apps and incidents. An arrow points at "Authorise", next to "Reject".
    Tick the acknowledgement and select "Authorise".
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    list of conditions, including Customer Service; acknowledgement, ticked; Reject; Authorise, with an arrow
    Purpose

    TikTok Shop shows “Authorised” and returns you to Replyco after a few seconds.

    TikTok Shop's confirmation page, still headed "Authorise". Under a green tick illustration, it reads "Authorised" and "You'll be redirected to the app or service. This may take a few seconds." The button below, "Done(5)", counts down the seconds until TikTok Shop sends you back to Replyco, and is framed in red. Replyco then saves one account for each shop the authorisation covers.
    TikTok Shop confirms the authorisation and returns you to Replyco after a few seconds.
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    Authorised; You'll be redirected to the app or service.; Done(5), framed in red
    Purpose

  4. TikTok Shop returns you to Replyco in the same tab, which shows Validating TikTok account... and Please do not leave the page until the validation and data storage is complete...almost there. Stay on the page until it finishes: if you try to leave, Replyco asks Are you sure you want to leave this page? You have some unsaved changes. Replyco saves one account for each shop, confirms with Account successfully saved. and opens the home page.

  5. In the tab you started from, select Finish to close the dialog.

What happens next

Section titled “What happens next”

Each shop appears on AdminAccounts as its own account, named after the shop; to check it or rename it, see Accounts.

The Accounts screen in Replyco, opened from Admin › Accounts, listing eight connected accounts, all Syncing with a green open lock under Status: Amazon, Ebay, WhatsApp "Northwind Support", Facebook "Northwind Electronics", Instagram "Northwind Electronics", Telegram "NorthwindElectronicsBot", TikTok "Northwind TikTok Shop" and Aircall "Northwind Support Line". The name Northwind TikTok Shop in the TikTok row is highlighted: each authorised TikTok Shop becomes one account named after the shop. Selecting the row opens its details.
Each authorised TikTok Shop appears on Accounts under the shop's name.
What this screenshot shows
Screen
Accounts (/integrations)
Highlighted
cell “”, table-seventh-row, enabled. opens the account's details
Also visible
8 accounts, all Syncing, green open locks; TikTok row Northwind TikTok Shop
Purpose
check that TikTok Shop was connected

New buyer messages reach Replyco as they arrive and open or continue a chat under ChatsOpen. Opening that list also fetches conversations from TikTok Shop: the first time after you connect, Replyco fetches the conversations with a message from the last two days, so older conversations stay in TikTok Shop. See Chat list and conversations. Every user of your company gets access to the new accounts, so their chats appear for everyone with the Chats permission; to decide who is responsible for them, see Invite users and set what they can do.

Replyco sets no time limit for TikTok Shop replies. You can delete your team’s messages but not edit them: the right-click menu offers Delete on TikTok Shop chats, not Edit, and a deleted message is removed only in Replyco; see Answer a chat. To greet TikTok Shop buyers automatically, see Auto-responses for chats.

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
TikTok Shop does not let you authorise ReplycoDid you sign in with a sub-account?Sign in with the main account of your TikTok Shop seller account and start again from the TikTok tile.
TikTok Shop returned you to the home page and no account was addedYou cancelled in TikTok Shop, or the authorisation did not finish.Start again from the TikTok tile and complete TikTok Shop’s steps.
A TikTok Shop account no longer brings in chatsTikTok Shop no longer accepts Replyco’s access, for example after the authorisation was revoked.Connect again from the TikTok tile with the same seller account. Replyco renews the access of the shops that are already connected instead of adding them a second time.
“You reached your current plan maximum integrations count. Contact support for more info.”Your plan has no free account; + Add Account is then also missing from the top bar.Delete an account you no longer use, or change your plan on AdminBilling.
Section titled “Related”