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How to Navigate Auto Message For Business Accounts
Last updated, July 2023

Availability

  • Date: GA 

  • Who: All Business Accounts in Global Markets, excluding EU


Auto Message is a new set of direct messages for Business Accounts. Auto Message includes three features that enhance your business's ability to engage with users at scale: 

  • Welcome Message

  • Suggested Questions

  • Keyword auto-reply

Welcome Message

With Welcome Message, you'll be able to create a custom message to greet users when they start a chat with your Business Account for the first time (maximum 250 characters). Upon starting a conversation with your business, users will automatically receive your "Welcome Message" followed by your "Suggested Questions" menu if these features have been configured. 


Note: Once you turn on Welcome Message, a default welcome message will be automatically applied until you edit it.

Suggested Questions

Suggested Questions allow users to quickly start a conversation with you and get answers to frequently asked questions. By turning on this feature, you'll be able to customize a menu of FAQs that is displayed when a user enters a chat with your business for the first time. Users will automatically receive the pre-set response after tapping a Suggested Question. You can set up to three customized Suggested Questions. Please keep in mind that questions are limited to 80 characters, and answers are limited to 200 characters each. 

Keyword Auto-Reply

You'll be able to use Keyword Auto-Reply to send automated responses to users based on customizable, pre-determined keywords. Keyword Auto-Replies trigger only when a user uses an exact match (case sensitive) of your chosen keywords in their message. Businesses can configure up to four Keywords for auto-reply. Please keep in mind that keywords are limited to 40 characters, and replies are limited to 500 characters each. 

How to enable Auto-Message features

  1. Open the TikTok app and log in to your account.

  2. Navigate to your Profile, tap the menu icon on the top right corner and select Business Suite.

  3. Next select Auto Message from the list.

  4. Toggle on Welcome Message, Auto-Reply, and/or Suggested Questions.

    • Ensure you've enabled receive messages from Everyone in Settings and privacy to access Auto Message features, or you will be prompted to do so. 

How to Navigate Auto Message For Business Accounts-image

How to set up Welcome Message

  1. Click into Auto Message through Business suite and toggle on Welcome Message. 

  2. After Welcome Message has been turned on, select Message, and then add the message text (max of 250 characters). 

  3. Submit the message for moderation review. Please note that messages can't be edited during the review process.

  4. Once your Welcome Message is approved and live, you can click Your Welcome Message to edit the text. 

How to set up Suggested Questions  

Note: You will be able to add a maximum of three Suggested Questions and answers. 


  1. Click into Auto Message through Business suite and toggle on Suggested Questions. 

  2. After Suggested Questions has been turned on, select Questions and answers and proceed to Add question or select one of the default question options  

  3. Add your question and answer (Questions are limited to 80 characters, and answers are limited to 200 characters). 

  4. Submit your question and answer for moderation review. Please note that messages can't be edited during the review process.

  5. Once your Suggested Question is approved and live, you can click Questions and answers to update them.  

How to set up Keyword Auto-Reply 

Note: You will be able to add a maximum of four Keyword auto-replies.  


  1. Click into Auto Message through Business suite and toggle on Auto Reply. 

  2. After Auto Reply has been turned on, select Your Keywords and you will be prompted to add keywords and associated replies. Please note, keywords are case-sensitive. All keywords are a maximum of 40 characters, and replies are a maximum of 500 characters.  

  3. Submit your keyword(s) for moderation review. Please note that messages can't be edited during the review process.

  4. Once your Keyword Auto-Replies are approved and live, you can click Your Keywords to update them. 

Submission and approval process

  1. Submit your messages for review when you're ready. 

  2. You'll get an in-app notification on the status of your approval within 1-5 business days. Status can also be checked by going to the Auto Message page within Business Suite. 

  3. Review status is located at the top of the screen and either displays “Message approved”, “Under review,” or “Not approved”. 

  4. Making any edits to your messaging will require your message to go through the approval process again. 


*Please note that due to policy restrictions, Auto Message features are not currently available in the EU.


See our Community Guidelines here. For a full list of features supported by TikTok Business Accounts, see TikTok Business Account Features.


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