Messages inbox
Last updated: October 9, 2026
Messages is your team's inbox for creator conversations. It brings TikTok Shop direct messages (DMs), Euka Chat with creators on the Euka app, and email into one place.
Why use it
Your creator conversations are split between TikTok Shop, the Euka app, and email. In Messages, you reply to all of them from one place, with the creator's profile and how they're doing for your brand beside each conversation. You also see who's still waiting on you, leave notes for your team, and save views of the creators you care about.
Where to find it
Click Messages in the sidebar. Its badge counts the conversations you haven't read.
Connected accounts, templates, and macros are in Settings > Messages.
Who can use it
Messages is on every plan. Starting a group chat yourself, with creators you pick, needs the Autopilot plan. See Plans and limits.
Find your way around
- New Message starts a conversation.
- All Inboxes holds everything. TikTok Shop DM, Euka Chat, and Email hold one channel each.
- Important shows conversations with creators you've marked as important, and Bookmarked shows the conversations you've bookmarked.
- Views lists your team's saved views.
- The top of the list names the view you're in, with the channel filter beside it. All channels opens Show channels, where you tick the channels to include, and Reset filter puts them all back. The menu always lists Euka Chat, and lists TikTok Shop DM and Email once you've connected them or already have conversations on them.
- Picking a single channel is the same as clicking its row in the sidebar, and the filter follows you into Important, Bookmarked, and your saved views.
- On the right of that row, the magnifying glass opens a search box that finds a handle or words in messages, and the arrows sort by Newest or Oldest.
- Under it, All, Need reply, and Unread narrow the list, each with its count. Need reply holds the conversations where the creator wrote last, so they're waiting on you. Unread holds the ones with a message you haven't read, or that you've marked unread with Mark as unread in More actions.
- At the top of a conversation with one creator, the TTS DM, Euka Chat, and Email tabs switch between your conversations with them on each channel and show an unread count. A tab with no conversation says so. Start one with New Message.
- Beside the conversation, on the right, is the creator's panel, with their handles at the top. Relationship shows how they're doing for your brand: sales (GMV) from their videos and LIVEs, new videos, and top products for the dates you pick, their samples, any retainer, and the programs they're in with you, each with its Sales, Orders, and Clicks. It also holds their tags, lists, custom fields, and notes. Creator Profile shows their TikTok or Instagram profile. The arrow on the panel's edge hides or shows it.
How to connect your accounts
To connect TikTok Shop DMs:
- Go to Settings > Messages > Social accounts and click Connect TikTok.
- Authorize your TikTok Shop seller account.
Once connected, the account shows Connected · Renews automatically. Euka renews the connection automatically while your TikTok authorization remains valid, so you don't need to reconnect periodically. If TikTok says the app is already authorized for an unlimited time, you don't need to renew it in Seller Center or use Disconnect in Euka.
To connect email:
- Go to Settings > Messages > Email accounts and click Connect Email.
- Connect a Gmail account.
- To let your teammates send from it, turn on Shared account. Otherwise, only you can send from it.
Only Gmail can be connected. These mailboxes are separate from the sender addresses your email campaigns use. Euka Chat needs no setup.
Which conversations appear
- TikTok Shop DM: a conversation appears once a creator messages your Shop, or once you message them from Euka. Messages sent only by your outreach agents or from TikTok Seller Center don't create one until the creator replies, which keeps conversations only your agents started out of your inbox. A creator who messages you and isn't in your CRM yet is added to it.
- Email: only emails with one of your creators on them, as sender or recipient. When you connect a mailbox, we look through its 20,000 most recent emails. Drafts, spam, and trash aren't brought in.
- Euka Chat: chats with creators who use the Euka app, whether they came from a contest, retainer, or program invitation, or you started them in Messages.
- Saved views and Important: opening one also brings in a TikTok conversation for each TikTok creator in it who doesn't have one yet, so you can message them from there. Above 1,000 such creators, this pauses until you narrow the view.
How to reply
- Open the conversation and write in Reply. Type / to insert a Variable, a Template, or a Macro.
- Click Send Reply (Send Message for email). In TikTok Shop DMs and Euka Chat, Ctrl+Enter (Cmd+Enter on a Mac) also sends.
Each channel works a little differently:
| Channel | Attachments | Other details |
|---|---|---|
| TikTok Shop DM | One image (JPG, PNG, GIF, or WebP, up to 10 MB). It's sent before your text. | If more than one of your Shops can reply, choose which one. |
| None. Email replies from Messages can't carry attachments. | Pick the mailbox in From: yours, or a shared one that's on the conversation. CC Teammates... copies teammates in. | |
| Euka Chat | One: an image or video up to 500 MB, or another file up to 5 MB. | Up to 5,000 characters. |
How to leave a note for your team
- In the conversation, switch to Note.
- Write your internal note. Type @ to mention a teammate.
- Click Send Internal Note, or press Ctrl+Enter (Cmd+Enter on a Mac).
Your team sees the note in the conversation, but the creator never does. Templates, macros, and variables can't be used in notes.
How to start a conversation
- Click New Message.
- Choose where it comes from: a mailbox, a TikTok Shop, or Euka Chat.
- Pick the creators.
- Write your message and click Send Message.
By TikTok Shop DM, and by Euka Chat unless you start a group chat, each creator gets their own message, with variables filled in for them. If one of those messages fails, the rest still go out.
By email, creators get separate emails only when the message has a variable. Without one, everyone you picked gets the same email, with all their addresses on it.
You can message up to 1,000 creators at once by TikTok Shop DM or email, and up to 50 by Euka Chat, or up to 10,000 in one group chat with Start Group Chat. Group chats need the Autopilot plan and can't use variables.
Copilot can also reply or start conversations for you, after you approve each one. See Copilot.
Templates, macros, and variables
Type / in a reply or a new message to add one. They work in TikTok Shop DMs, Euka Chat, and email, but not in notes.
| Option | What it does | Use it for |
|---|---|---|
| Template | Replaces what you've written with a whole saved message. | Messages you send the same way every time |
| Macro | Drops a short saved snippet in where your cursor is. The rest of your message stays. | Answers you give often, such as payout timing, your sample process, a sign-off, or a link |
| Variable | Fills in a detail for each creator when the message is sent, such as their first name. | Making a saved reply, or a message to several creators, personal |
Templates and macros live in Settings > Messages, and they're shared with everyone on your brand, so replies stay consistent whoever answers.
TikTok Shop DMs and Euka Chat send plain text. A template or macro added there loses its formatting, such as bold, and linked words lose their link. Its text, line breaks, and variables stay, so type out any link in full.
Variables are filled in when the message is sent:
| Variable | What it becomes |
|---|---|
| Brand: Name | Your brand's name |
| Manager: Name, Manager: Email | The teammate who sends the message |
| Contact: First Name, Last Name, Full Name, Email | The creator's details |
| Contact Custom Field: … | The creator's value in one of your custom fields |
If a creator has no value for a variable, it's left out of their message.
How to create a macro
- Go to Settings > Messages > Macros and click New macro.
- Give it a Name your team will recognize, such as "Polite no" or "Sample timing." Each macro on your brand needs its own name.
- Write the Content. Type / to add a variable, such as the creator's first name.
- Click Create macro.
To change or remove a macro, use Edit macro or Delete macro on its row. Templates are added the same way, with New template under Templates.
How to add a template or macro to a message
- In a reply or a new message, type / and choose Template or Macro.
- Search by name, then click one, or pick it with the arrow keys and press Enter.
- Edit anything you like before you send.
How to save a view
- Under Views, click Create new view.
- Name the view and set Creator filters. It shows the conversations whose creator matches all the filters.
Views are shared with your brand, which can have up to 50.
Discover
Discover lists people who have emailed your connected mailboxes and aren't in your CRM yet. Messages shows Open Discover when there are people to review.
Add as Member adds someone and brings their past emails into Messages. Dismiss hides them, and dismissing someone from a shared mailbox hides them for your whole team.
Rules and limits
- TikTok Shop DMs arrive within moments. Email syncs about once a minute while you have Messages open, and once a day otherwise. The conversation list refreshes every 15 seconds.
- TikTok's own notices in a conversation, the ones it posts about things like an order or a collaboration, don't count as the creator writing. They don't put a conversation in Need reply, and the line you see in the list is the creator's last message, not the notice.
- What you send from Messages doesn't count toward your plan's outreach or CRM message allowances.
- Select conversations to mark them read or unread, bookmark them, or delete them, up to 1,000 at a time.
- Cards a creator sends from TikTok Shop, like a sample request, a shared product, or the copy of your invitation that comes with their reply, stay in the conversation. They don't put it in Need reply, mark it unread, or move it up the list, and neither do TikTok's own notices. Anything the creator writes still does.
- Delete thread (in More actions) hides a conversation from Messages. For email, the messages stay in your mailbox.
What we don't control
TikTok limits messages to creators your Shop isn't connected with: up to 5 a week to each creator (as of September 2026). TikTok can also refuse a message because of the creator's privacy settings, or because the creator and your Shop are in different regions. When it does, we show TikTok's reason.
When something goes wrong
- Set up TikTok Shop messaging: your TikTok Shop isn't connected for messaging. Click Open social accounts and connect it.
- "You cannot reply to this thread because it's not synced by your connected email accounts…": none of your mailboxes, or your team's shared ones, is on this email conversation, or the mailbox was disconnected. Reconnect it in Settings > Messages > Email accounts.
- Brand email unavailable, on a conversation's Email tab: you have no connected mailbox that can send. Connect one in Settings > Messages > Email accounts.
- Creator email unavailable: we don't have an email address for this creator. Use TikTok Shop DM or Euka Chat instead.
- "TikTok message quota has been reached for this creator." or "This shop has reached its TikTok messaging quota.": this is TikTok's limit. Wait for the creator to reply, or for the limit to reset.
- "This creator's privacy settings prevent messaging them.": the creator doesn't accept messages from Shops.
- "Only members available on Euka Chat can receive this message.": the creator doesn't use the Euka app. Use TikTok Shop DM or email instead.
- A message such as "3 sent, 1 failed. Retry to send only to failed recipients." after you start Euka Chats: some chats didn't go out. The creators they failed for stay selected, so click Send Message again to retry only them.
- Daily limit reached for this address: that custom-domain sender has sent its daily maximum. Use another address, or wait until tomorrow.
- Custom group chats are part of Autopilot, when you click Start Group Chat: group chats need the Autopilot plan. See Autopilot opens Settings > Brand > Billing, or message the creators one by one instead.
FAQs
Why don't I see the messages my outreach agents sent?
A TikTok conversation shows in Messages once the creator replies, or once you message them from Euka. Conversations your agents started appear as soon as the creator answers.
Why is an email missing?
Only emails with one of your creators on them are brought in. If the sender isn't in your CRM yet, find them in Discover and click Add as Member.
Can my teammates see my conversations?
Yes. Everyone on your brand sees every conversation in Messages, including emails from your own mailbox, and every note. Read status is your own, though: opening a conversation doesn't mark it read for your teammates. To reply to an email, they need a mailbox of their own, or a shared one, on that conversation.
Can a creator see my notes?
No. Notes, in a conversation or in the creator's panel, are only for your team.
Can Copilot help me work through my inbox?
Yes. Ask Copilot to find the conversations waiting on a reply, summarize one, write a reply, leave a note, or bookmark conversations. It asks for your approval before a reply or a new conversation goes out. On Growth, Business, and Autopilot, an AI tool you've connected to Euka can do the same, and that tool's own settings decide whether it asks first. See Use Euka in Claude, ChatGPT, and other AI tools.
Can I text creators from Messages?
No. Messages covers TikTok Shop DMs, Euka Chat, and email.
Why isn't a sample request in Need reply?
A sample request is a card from TikTok Shop, not a message to answer. Approve or reject it on Affiliate CRM > Sample Requests. See Sample requests. The card still shows in the conversation, and if the creator writes to you after it, the conversation is back in Need reply.
Can I send a product card or a collab invite from Messages?
No. A TikTok Shop DM from Messages carries text and at most one image. To send collab invites, use an outreach agent.