Integrate a TikTok Account in wolkvox Manager

The integration of TikTok with wolkvox Manager allows incorporating interactions generated on a TikTok account's posts into the wolkvox omnichannel environment.

Once the account is connected, interactions can enter the configured routing point to follow the flow designed in wolkvox Studio and be assigned to the corresponding agents. From wolkvox Agent, agents can view post content and associated comments, reply to interactions, transfer them, archive them, and finally code the result of the management.

Additionally, supervisors can view pending TikTok interactions from the wolkvox Manager Dashboard, along with interactions coming from other channels.

Important: using the TikTok connector incurs an additional cost.

Configuration

Access TikTok Configuration

In wolkvox Manager:

1. Click on “Configuration”, located in the top right.
2. Go to “Omni channel”.
3. Select the “TIKTOK” tab.
4. In this section, you can view the TikTok accounts that are already connected and add new accounts. Click on “Add TikTok account”.

Add a TikTok Account

Before starting the linking process, wolkvox will display a window informing that using this connector incurs an additional cost and that you will be redirected to TikTok to authorize account access.

Click on “Continue with TikTok”.

During this process, you must log in and authorize the required permissions so wolkvox can access the necessary account information and manage its interactions.

Associate a Routing Point

Once the TikTok account is authorized, the “Configure TikTok account” window will open.

In the “Routing Point” field, select the routing point to which you want to direct interactions received from that account.

The routing point is especially important, as all interactions from the TikTok account will start the process configured in the flow associated with this routing point. This way, you can define how they are routed, what logic they should follow, and which agents or skills they should reach.

After selecting the routing point, click “Save”.

Verify the Connected Account

Upon completing the configuration, the account will appear in the TikTok accounts table.

For each account, you will be able to view:

• Username: name of the connected TikTok account.
• Routing Point: identifier of the associated routing point.
• Status: indicates whether the integration is active.
• Edit: allows changing the account configuration, such as the associated routing point.
• Delete: allows removing the TikTok account from the integration.

This allows managing multiple TikTok accounts from a single operation and assigning different service routes according to the needs of each account.

How Does an Agent Receive and Manage TikTok Interactions?

Once the account is integrated, TikTok interactions entering through the configured routing point can be sent to agents according to the flow design.

In wolkvox Agent, TikTok is managed as an interaction channel.

Interactions can include posts with multimedia content, such as videos or images, along with user comments.

When the agent opens an interaction, they will be able to view:

• The user who made the comment.
• The related post.
• The comment that generated the interaction.
• The multimedia content associated with the post.
• Other visible comments within the context of the post.

Reply to a TikTok Comment

To reply:

1. Open the received interaction. Click on “Reply”.
2. Type the message in the available field. Click on “Send”.

The reply will be sent to the interaction associated with the TikTok comment.

This allows the agent to handle user comments directly from wolkvox Agent without having to manage each interaction directly on TikTok.

Other Available Actions

TikTok interactions can also be managed using the standard interaction management features of wolkvox Agent. Depending on service needs, it is possible to:

• Archive the interaction.
• Transfer it to another agent.
• Transfer it to a skill or agent queue.
• Continue replying to comments associated with the interaction.

Code a TikTok Interaction

Upon completing the interaction, the agent must code the interaction to record its outcome.

In the Code Interaction window:

1. Select the corresponding activity code.
2. Enter a comment with information related to the management, where applicable.
3. Click on “Code and send”.

Coding allows categorizing the outcome of the interaction and retaining useful information for subsequent tracking and analysis.

How to Monitor TikTok Interactions from wolkvox Manager

Supervisors can also view TikTok interactions from the wolkvox Manager Dashboard.

Go to: Dashboard > Chat & Interactions > Interactions

In wolkvox Manager Web, the Dashboard section is identified as Tableros.

The table shows the pending interactions assigned to each agent. Available information includes:

• Agent.
• Number of pending interactions.
• Age of the oldest pending interaction.
• Channels in which the agent has open interactions.

When an agent has pending TikTok interactions, the TikTok icon is displayed along with the corresponding quantity.

View an Agent's Interactions

Click on the agent you wish to check.

A window will open displaying their active interactions, where you can view information such as:

• Channel.
• Customer.
• Subject.
• Creation date.

Select a TikTok interaction to view its details.

From this view, you can check interaction content and post context. This view is for monitoring purposes; replying to the interaction is done within the agent's service environment.

You can also use the Transfer option to reassign the interaction to another agent or send it to a skill, according to operational needs.