The integration of TikTok Instant Messaging Ads with Zenvia Customer Cloud allows for seamless handling of WhatsApp messages generated from TikTok Ads. It also enables Click-to-WhatsApp conversation tracking, ensuring a strategic approach to lead conversion and commercial service.
Benefits of the integration
- Centralized service: All interactions initiated via TikTok ads are managed in Zenvia Customer Cloud. Agents can identify that the message came from an ad and personalize the approach.
- Detailed analytics: Track performance metrics such as contact responses, sales conversions, and financial return from TikTok Ads campaigns.
Requirements for integration
- Business account on TikTok for Business.
- WhatsApp number linked to the TikTok page and registered in Zenvia Customer Cloud.
- The WhatsApp channel is activated by the Zenvia team, following Meta's requirements (the company responsible for WhatsApp). You can check if the channel is active by going to Settings > Channels. Learn more in Integrate the WhatsApp channel into Zenvia Customer Cloud.
- TikTok Ads Manager account to set up ads and grant permissions to Zenvia Customer Cloud.
💡 Tip: To set up your Instant Messaging Ads on TikTok Ads Manager, follow the official platform guide: How to Set Up TikTok Instant Messaging Ads. |
How to integrate TikTok Ads with Zenvia Customer Cloud
1. In Zenvia Customer Cloud
1. Go to the Settings > Channels menu.
2. Find the TikTok Ads option and click Integrate if you don't have an advertiser account connected yet. If an account is already connected, click View.
3. Click Connect TikTok account and log in to TikTok Ads Manager if you're not already authenticated.
2. In TikTok Ads
1. A new tab will open requesting permission granting to Zenvia Customer Cloud.
2. Check the necessary permissions,including:
- Read public user information
- Manage ad accounts
- Manage ads
- Communication
- Manage pixels
- Measurement
- TikTok Business Plugin
3. Click Confirm.
4. If prompted, complete TikTok's security verification (code sent via email).
3. Back in Zenvia Customer Cloud
1. Select the connected advertiser account and click Next.
2. Link your WhatsApp account to TikTok. The WhatsApp account must already be connected and active in Settings > Channels.
a. Enable the Connect with TikTok option to allow this account to be used in ads.
b. Click Next to proceed with the setup.
3. Enable data sharing and click Finish.
How does the integration work?
1. From TikTok Ads to Zenvia Customer Cloud
- The user sees a TikTok ad with a call-to-action button "Send Messages" occurring.
- Users will be directed to WhatsApp to start conversations by clicking the ad.
2. Entry into Zenvia Customer Cloud
As soon as the contact sends a message, it is received on the platform and can be handled in two ways, depending on your configuration:
a. Sales Support
- In sales support, the message generated by the TikTok ad automatically arrives in the support inbox with the source identified as WhatsApp, the campaign ID, and the contact's TikTok ID.
- These are essential details to help the agent understand the context of the conversation and provide more targeted service.
b. Chatbot Support
- If the WhatsApp number used in the campaign is connected to a chatbot, the messages will be automatically registered under Chatbot > Conversations. To view, simply find the contact and open the conversation. The contact's TikTok ID will be displayed in the history.
- If there is an escalation to a human agent, the bot interaction history is maintained and shown in the sales support inbox, ensuring full context for the agent.
3. Conversion events sent to TikTok
When integrating TikTok with Zenvia Customer Cloud, some conversion events are automatically sent to the platform to help improve campaign performance.
The events are:
- Lead Submitted
Whenever a lead is captured from a TikTok ad and enters the Sales Support, the system sends TikTok a confirmation that the lead was successfully received. - Purchase
If the lead evolves into a sale within the service flow, the system sends TikTok the information that the lead was converted into a customer, along with the related sale data.
| These events are not visible or configurable within Zenvia Customer Cloud. They are intended to feed TikTok with return data, allowing the platform to optimize the performance of your ad campaigns. |
4. Performance analysis: Where to track the data?
TikTok Ads Manager
- This is the main platform for managing and analyzing campaigns. There, you can view Clicks, Conversations, and Cost per result.
- You can also go to Custom columns > Messaging Event. Select Conversations (Instant messaging app) to analyze the performance.
TikTok Event Manager
- This platform allows you to analyze triggered conversion events, such as Conversations.
- It serves as a complement to the Ads Manager, focused on technical tracking of recorded events.
