Auto Responder

Last updated: October 9, 2026

Auto Responder answers creators' TikTok Shop messages for you, using the questions and answers in your FAQ. When a message doesn't match one of your answers, it leaves it for you to reply to.

Why use it

Creators ask your Shop the same questions about samples, commissions, shipping, and returns, and each one needs an answer. With Auto Responder, the questions your FAQ already covers get your answer, and only the rest wait for you.

Where to find it

Go to Outreach > Auto Responder. The menu item appears only for Shops in the countries where the Euka TikTok Shop app is available: see Supported markets. A green dot next to it means Auto Responder is on.

The page has a status section with the on/off switch and the time it last ran, and four tabs:

  • Settings: your FAQ Knowledge Base, Smart Replies, and Response Settings, next to Test Your Auto Responder.
  • Suggestions: new questions to add, based on the messages it skipped.
  • Activity Log: each message it handled, filtered by Replied, Skipped, Resolved, Favorites, and Excluded.
  • Analytics: total responses, the last 7 and 30 days, and the response rate.

Who can use it

Since July 6, 2026, switching Auto Responder on needs Growth, Business, or Autopilot. On Starter and Pro, you can still build your FAQ and test replies.

How to set it up

  1. If the page asks, authorize your Shop with the Euka TikTok Shop app: click Authorize TikTok Shop.
  2. On Settings, go to your FAQ Knowledge Base. It starts with three questions about samples.
  3. Click Add Question to pick more under Samples, Commissions, Shipping, Returns, and Product Info, or write your own under Custom.
  4. Edit each starter answer to match your Shop. The questions come with starter answers, and Auto Responder sends them as they are.
  5. Under Response Settings, set your Timezone and Active Hours.
  6. Click Save Settings. "Saved" appears under the Timezone box once your time zone is saved.
  7. Type a creator message into Test Your Auto Responder to see which answer it would send. The test uses your saved settings.
  8. Click the status section to switch Auto Responder on.

Copilot, or an AI tool connected to Euka, can also write your FAQ answers, set your Active Hours, and change your Smart Replies for you. Read the answers before you switch Auto Responder on, because it sends them to creators as they are.

Rules and limits

When it replies

  • It answers TikTok Shop messages only, not emails or Euka app chats.
  • It replies only when the creator sent the last message in the conversation.
  • It replies only during Active Hours, in the saved Timezone. New settings start at 09:00 to 23:00, and if the end time is earlier than the start time, the window runs past midnight.
  • Until you save your settings for the first time, those hours use Los Angeles time, whatever the Timezone box shows.
  • It replies only when one of your answers directly answers the creator's message. It sends that one answer exactly as you wrote it, without combining or translating answers. Questions with no answer are ignored.
  • Every other message is skipped and shows in the Activity Log as "No matching FAQ — needs manual reply". Mark the ones you've handled as resolved.
  • Each creator message gets at most one reply. After replying, Auto Responder marks the conversation as read in TikTok Shop.

Smart Replies

Reply to Spark Code, Reply to Video Link, and Reply to Email are off to start. Turn one on to send a set reply when a creator sends you one of these:

Smart Reply Replies when a creator sends
Reply to Spark Code A Spark Code, a code from the creator that lets you run their video as an ad.
Reply to Video Link A TikTok or Instagram video link.
Reply to Email An email address.

A Smart Reply goes out instead of an FAQ answer. To change its text, click the pencil, then Save Settings.

Creators it skips

  • Creators you exclude: click the Exclude from auto responder icon next to a creator in the Activity Log, select several and click Exclude, or use Import CSV with a single column of handles and choose Excluded. They're listed on the Excluded tab.
  • Auto Responder doesn't use your Affiliate CRM exclusions. Creators in a list marked as excluded still get replies until you exclude them here too.
  • Imported handles that we don't recognize, or that belong to another market, are skipped.

Suggestions

  • Once a week, we group the messages Auto Responder skipped in the past 7 days and suggest up to six new questions, most-skipped first. This needs Auto Responder on and at least three skipped messages.
  • Add to FAQ adds a suggestion straight away, under AI Suggested. Edit & Add lets you change it first, and Not useful dismisses it. Both kinds stay under Previously Reviewed Questions.

Message allowance

Each reply counts as a CRM message. On Business, replies use the same CRM message allowance as your CRM agents, and Growth and Autopilot have no limit: see Plans and limits.

Auto Responder keeps replying once the allowance runs out, but your CRM agents stop.

What we don't control

Auto Responder reads and sends messages through TikTok Shop's own messaging. If your Shop's authorization with the Euka TikTok Shop app lapses on TikTok's side, it stops replying until you authorize again.

When something goes wrong

  • Growth plan required when you switch it on: your plan doesn't include Auto Responder. Click View plans to upgrade.
  • Auto Responder requires the Growth plan: it's on, but your plan no longer includes it. Upgrade to keep using it. Once you switch it off, you can't switch it back on without Growth or higher.
  • TikTok Shop App Authorization Required: click Authorize TikTok Shop. See Connect your TikTok Shop.
  • Feature Not Available, "Auto Responder is not available for … region": your Shop's market isn't supported.
  • Save Failed, "The settings changed while you were editing": someone else saved first. Review the latest version and save again.
  • A creator got no reply: check that Auto Responder is on, that it's within Active Hours in the saved time zone, that the creator wrote last, and that they aren't excluded. If the message is under Skipped, add an answer that covers it.

FAQs

Does it reply to emails or Euka app chats?

No. It only answers messages in your TikTok Shop inbox.

Does it reply in the creator's language?

No. It sends your answer exactly as you wrote it, so write answers in the languages your creators use.

I excluded a list in Affiliate CRM. Why does Auto Responder still reply to those creators?

Auto Responder only uses its own exclusions. Import the same handles with Import CSV and choose Excluded.

Why doesn't the test use the answer I just edited?

The test reads your saved settings. Click Save Settings, then test again.

Do replies count toward my message allowance?

Yes, as CRM messages. That matters on Business, where CRM messages have a limit per billing cycle.