A product goes viral and the DMs arrive in waves — "link?", "does it come in black?", "is this sold out?". A trained Suppro agent keeps up with the spike in your voice, inside your coverage window. Included on every plan.
TikTok messages are short, urgent and bursty. These are the ones that flood in around a trending post, and every one sits inside the scope of your plan.
The video sent them, but not to the product. We turn every "link?" into a direct link while the video's hot.
"Does it come in…", "is my size left" — answered fast so a spike converts instead of stalling.
Questions off a sound, a duet or a creator post — picked up and turned into a real reply.
"Has it shipped?" answered with a tracking link and a real ETA, right in the thread.
Started in the DM: eligibility checked, next steps sent, to the rules you set.
Escalated to you by email or WhatsApp with the full thread — never guessed at.
A trending-video day on TikTok, handled inside your coverage window.
Everything from last night's post is answered first, oldest to newest, before the day's traffic starts.
The "link?" messages arrive in a burst — each turned into a direct product link while the video climbs.
"Does it come in…", "is it sold out" — answered fast from your product notes so the momentum holds.
A press or creator-collab message that isn't support goes to you by email or WhatsApp with the thread.
TikTok traffic isn't a steady trickle — it's flat, then a video lands and the inbox floods. The channel rewards keeping pace with the spike: a fast link while the video's climbing turns curiosity into a sale before the trend moves on.
We work in your existing TikTok inbox as an agent — through your business account, or your helpdesk if messages route there. No new tooling, nothing your team has to learn.
FAQs, return policy, refund thresholds, shipping promises, tone of voice. This becomes the playbook every reply is written from.
The channel is covered through your window. You get the monthly report, and only the escalations that genuinely need you.
TikTok messages are staffed through your coverage window. Messages that arrive outside it are picked up when the desk opens, inside your plan's first-response target.
The wave is answered when the desk opens, oldest to newest, within your plan's first-response target. If your posting schedule regularly drives evening or weekend spikes, that's exactly the case for extending your window or adding Priority Support, which pulls first response under 60 minutes.
That's the point of buying hours rather than a single seat — a spike draws more from your monthly block on the day, and the monthly report shows you when it happened. If your volume is consistently bursty, we'll flag whether a bigger plan works out cheaper.
Through your TikTok business account with a role scoped to messaging, or through the helpdesk your messages route into if you use one. We work inside what you already run, and access is revocable at any time.
No. Every plan includes all fifteen services across all eight channels. You're buying a monthly block of support hours, and TikTok draws from the same block as everything else.
Every plan covers all fifteen services across all eight channels — you're buying hours, not per-channel licences.
Fifteen minutes on a call is enough to work out your volume, the right window, and which plan fits.