# Integrate with TikTok Shop > When you connect your Facebook Source: https://help.kustomer.com/en_us/integrate-with-tiktok-shop-BkBCrtckbl Last updated: 2026-06-01T14:30:14.223Z After connecting your store, when someone contacts you via TikTok Shop, you will receive inbound messages in Kustomer. For organizations with more than one brand, multiple TikTok Shop seller accounts can be connected to Kustomer. Kustomer allows you to manage support for all of your stores. Note that the TikTok Shop app is currently available only for US-based TikTok Shop seller accounts. **Who can access this feature?** **User types** Admins can set up this integration. ### In this article * [Prerequisites](#prerequisites) * [The TikTok Shop integration](#tts-integration) * [Connect TikTok Shop to Kustomer](#connect) * [Reauthorize your TikTok Shop account](#reauthorize) * [FAQs](#FAQ) ### Prerequisites You must have the following before beginning this integration:  * A TikTok Shop seller account * Admin permissions to your TikTok Shop seller account so that you can authenticate ### The TikTok Shop Integration **Sending and Receiving Messages** When a customer sends a message to your company using TikTok Shop, Kustomer can create new customers and conversations from those messages. If an existing customer messages you, Kustomer will create a conversation on the customer's timeline.  ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c7dd16d59d12d502eb73072929c466ef.png) When communicating with TikTok Shop users, keep in mind the following:  * TikTok Shop messages have a limit of 1,995 characters per reply. * TikTok Shop messages do not support markdown, such as **bold** or _italics,_ due to limitations in the TikTok Shop text editor. These options are disabled when sending messages through the TikTok Shop channel. * TikTok Shop conversations cannot become multi-channel conversations.  * TikTop Shop conversations will close and lock when Kustomer receives system-generated messages from TikTok Shop such as "The chat timed out due to customer inactivity," preventing agents from further replies. New messages from your end users will filter into a new conversation if they reach back out.  ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a766f05b15b1fa801a58077880d8b82c.png) **Looking Up Order Information** This integration will also install an Insight Card that appears when viewing conversations in Kustomer. Entering an order number in the search will show order information directly from TikTok Shop.  ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/5fca94a65534219c80ee6bc38df9e938.png) ### Connect Your TikTok Shop to Kustomer When your team is ready to implement the TikTok Shop integration, install the TikTok Shop app from within the Kustomer App Directory to connect your account. Connecting to TikTok Shop will immediately make this implementation go live, so you should only proceed through these steps when you're ready for the feature to be deployed. 1. Go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/83e7955bd3c6203243cf40aa8829fd66.png), search for **TikTok Shop** in the App Directory, and then select **Install**. 2. Once installed, go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/83e7955bd3c6203243cf40aa8829fd66.png) and select **TikTok Shop** in the sidebar. 3. Select **Add Store**. Click **Go to TikTok Shop**. 4. Sign in and select **Continue**. 5. Enter required information and click **Confirm to install**. 6. Read the permissions being requested, acknowledge them by checking the box, and click **Authorize**. 7. Wait for confirmation to indicate that you can close the tab. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/dfea4b264fb53731f16f4f9cb2d876e2.png) ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6a143ddaad240d932363dca29cd0eb4c.png) ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/412f71b0a44cde7e6841d5502e38460d.png) **Note**: The TikTok Shop integration will go live as soon as you complete the above integration steps. Kustomer will receive messages and create conversations in your Kustomer site when someone sends your TikTok Shop seller account a message. When you respond back using Kustomer, the message will send back to that person through TikTok Shop.  ### Reauthorize your TikTok Shop account You need to reauthorize your TikTok Shop token every 90 days so that the app can continue to access data and you can continue to receive and reply to inbound messages without disruption. This reauthorization is necessary to ensure the privacy and security of your connected accounts. **To reauthorize your TikTok Shop seller account:**  1. Go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c8c1bae68457f026b3c86dd2b7da0ae2.png) and select **TikTok Shop** in the sidebar. 2. Select **Add Store**. Click **Go to TikTok Shop**. 3. Sign in and select **Continue**. 4. Enter required information and click **Reauthorize**. 5. Read the permissions being requested, acknowledge them by checking the box, and click **Authorize**. 6. Wait for confirmation to indicate that you can close the tab. **Note:** If your token expires, all inbound and outbound messages will stop working. If this occurs, delete the TikTok Shop seller account page with the expired token, select **Add Store**, and follow the authentication steps outlined above. ### FAQs **What happens when I mark a conversation as "Closed" in Kustomer?** Closing the conversation in Kustomer will mark the conversation as "done" in Kustomer. In TikTok Shop, your messages will display to your end user, but Kustomer is unable to change the conversation status due to limitations in the TikTok Shop service APIs.  **Can I mark a conversation in Kustomer as "No Response Required" in TikTok Shop?** Due to limitations in the TikTok Shop service APIs, this is not possible at this time. TikTok Shop advises customers to respond to **all** messages they receive through Kustomer, even if a response may not be required, in order to maintain their 24-hour response SLA. More information on the TikTok Shop 24-hour SLA can be found [here](https://seller-us.tiktok.com/university/essay?knowledge_id=719928765302570).  When this functionality becomes available in the TikTok Shop service APIs, it's on our short list for enhancements to automate. **Does Kustomer ingest messages from TikTok Shop's automated responses?** Yes, Kustomer will ingest messages from TikTok Shop's chatbot. In Kustomer, these messages appear as "system" messages. Messages sent from agents will appear in conversation as if they were sent by that agent.  **Does this app allow me to connect with my followers on TikTok?**  No, this integration is only intended to support messages received from buyers on TikTok Shop. Kustomer is evaluating future social integration with the non-shop TikTok channel.  ****Does Kustomer Concierge or Kustomer Envoy have access to data from the TikTok Shop?**** Kustomer Envoy can access conversation data generated by the TikTok Shop. Reps can use this access to check on order status and interact with customers. Kustomer Concierge cannot interact with the TikTok Shop.