Engagement and Community Management
See the Community Management page for general instructions on engaging with posts. Sprinklr enables responding to inbound TikTok comments and replies on owned posts from Engagement dashboards. See below for some platform-specific features with regard to community management.
Engagement Capabilities
Message Actions
The following actions may appear in the Engagement menu on a message in the Engagement dashboard:
- Comment Moderation
- Reply to Comments and Replies
- Like/Unlike Comments and Replies
- Hide/Unhide Comments and Replies
- Delete a Brand Comment/Reply
Publishing to TikTok
See the Social Publishing page for general instructions on creating and publishing posts. The information below contains additional details relevant specifically to TikTok Business Account content. A user also can review the Sprinklr Knowledge Portal articles indexed at “Publish to TikTok Business” (LINK) for additional information.
Uploading TikTok Videos
There are a few additional features and details to note when uploading a TikTok video using the Create Post panel.
- Add text, custom links, content placeholders, links, text templates or YouTube videos to the post by clicking the Insert icon in the bottom left corner.
- Character limit for video captions: 2,000 characters
- Character limit for @-mentions: 30 characters
- TikTok-suggested hashtags will appear based on the keywords entered in the video caption when a user starts typing #.
Click the Emoji Picker icon to insert an emoji in the caption.
A user can disable comments, duets and stitches if by checking these boxes.
Users with the Update Thumbnail permission can edit the thumbnail for the uploaded video. Hover over the uploaded video in the Media section and select the Change Thumbnail (pencil icon) option in the top right corner. Select a new thumbnail from the Prominent Frames window and click “Use this frame.”
Add TikTok to Existing Sprinklr Workflows
As TikTok is less commonly adopted among campus units, this channel was not included in the standard dashboard setup for units who entered the system prior to 2024 or for units who added TikTok to their channel strategy after onboarding to Sprinklr. Units can add TikTok to their workflows by following the instructions below.
Follow instructions for adding the channel account to Sprinklr. These can be found on the Channel Connections page. Use the same user group(s), account group(s) and subscriber(s) settings that were used for other channel accounts in the same unit grouping (e.g., the unit’s Tier 2 or Tier 3 group, such as the college or department).
- Navigate to the Inbound dashboard.
- Click “Add Column” at the top right.
- Select “Workflow.”
- Select “Enhanced Queues.”
- In the Edit panel:
Choose the Universal Inbox queue for the unit.
Choose “TikTok” for the channel.
Choose the message types to include in the Category field.
Recommendation: Create one column for TikTok Authorized Post and TikTok Video, a second column for TikTok Comment and TikTok Reply and a third column for TikTok Ad Comment (if needed) and TikTok Ad Reply (if needed).
Note: Sprinklr cannot be used to manage TikTok ad campaigns and budgets.
- Name the column, as appropriate, so it is clear what messages are included.
Assign a column color.
Click “Create Column” to save. - Repeat for other columns, as necessary.
- Navigate to the Resolution dashboard.
- Locate the Hidden column. This is likely called “Hidden (FB, Tw Only).”
- Rename the column to indicate TikTok is also included.
Click the three-dot icon at the top right side of the column.
Choose “Edit.”
Update the column name.
Click “Update Column” to save the changes.
- Navigate to the Outbound dashboard.
- Click “Add Column” at the top right.
- Select “TikTok.”
Select the column type.
Recommendation: Add columns for Video Posts, Comments and Replies.- Choose the account.
- Assign a column color.
- Click “Create Column” to save.
- Repeat for other columns, as necessary.
Submit a ticket to University Communications and Marketing by email Comms.WebSupport@msu.edu.
- Note that the unit is adding a new channel and specify the channel and account.
- Ask that University Communications and Marketing confirm that the unit’s universal inbox rule is configured appropriately to route messages from this type of channel.
TikTok Limitations
For an overview of the latest TikTok functionality in Sprinklr, see “TikTok Business Capabilities and Limitations” in the Sprinklr Knowledge Portal.
Documentation updated: Nov. 1, 2024