About automated chat for TikTok Direct Messaging Ads
Note: This feature may not be available to you yet. Reach out to your TikTok account manager or contact customer support for more information.
Automated chat is a feature of TikTok Direct Messaging that helps businesses engage users and capture more qualified leads through structured, scripted conversations.
By automatically sending tailored questions with clickable options, automated chat guides customers step-by-step to share key preferences and contact details. This predictable, fully customizable flow ensures that businesses collect the information they need for faster, more effective follow-ups and higher-quality leads.
Benefits of automated chat
Instant customer engagement: Be there the moment your customers reach out. Automated Chat greets users instantly when they message your business, increasing response rates and improving satisfaction by ensuring no message goes unanswered.
Structured, scripted conversations: Guide every interaction with clarity. You can design fixed sequences of questions—multiple choice or open-ended—to ensure essential information is always collected in the right order.
24/7 lead capture: Automated chat works around-the-clock. Even outside business hours, it continues to engage users and collect contact details, ensuring you never miss a potential lead.
Higher lead qualification: By leading customers through a defined series of questions before capturing their contact details, automated chat filters for genuinely interested prospects, helping businesses focus on high-intent leads.
Fully customizable: Choose from different question types—simple text questions, contact information collection, or business info sharing messages. Tailor every step of the conversation to your brand and campaign goals.
How Automated Chat works
When customers enter your business’s Direct Message chat on TikTok, automated chat immediately sends the first scripted message you’ve created—typically a friendly greeting followed by your opening question. This helps start the conversation naturally and encourages the customer to engage right away.
The chat then continues through a structured sequence of questions and responses that you’ve set up in TikTok Ads Manager. Each question can be tailored based on the customer’s previous answer, allowing you to build a more personalized and relevant flow. For example, if a customer selects “Facial treatment” as an interest, the next question can ask about their preferred service type or price range.
Depending on the setup, the chat can also prompt users to provide contact details such as name, phone number, or email—turning interactions into qualified leads. You can view all responses, including captured lead information, in real time through your TikTok Leads Center in Ads Manager, as long as auto lead capture is enabled.
Next steps
Learn how to set up automated chat for TikTok Direct Messaging Ads.
