Troubleshooting

If something isn't working, check this page before contacting support. Most issues fall into one of the patterns below.

Webhook not receiving

Symptom. The integration card in Settings → Integrations shows the webhook as Waiting… even after new comments or DMs.

Check, in order:

1. TikTok connection is live. Settings → Integrations should show Connected (green dot). If it's red, click Reconnect.
2. Scopes are all approved. Click the integration card; missing scopes are flagged with an amber icon. Reconnect to re-approve.
3. No active TikTok platform incident. Open TikTok's developer status page (linked from Settings → Integrations).
4. The post is inside the comment-listening window. Posts older than your plan's window (default 30 days) don't ingest new comments.

If all four pass and the webhook is still silent for more than 15 minutes, contact support with your workspace ID (visible in Settings → General).

Automation didn't fire

Symptom. You commented on your own video to test, and no DM arrived.

Check, in order:

1. Trigger is active. In Automations, the row should show a green dot. A grey dot means it's a draft.
2. Keyword actually matched. Open the trigger and click Test against history → paste your test comment. ChatSparks will tell you whether it would have matched.
3. Your test account isn't blocked. A blocked TikTok account can't be DM'd. Use a different account.
4. You haven't been throttled. ChatSparks throttles per (user × trigger) for 24 hours. If you tested earlier today, use a different account or wait.
5. You haven't hit MAC. A red banner across the dashboard means new contacts are paused. See Billing.

The trigger detail page shows a Last 50 evaluations log. Every comment ChatSparks looked at appears here with a reason if it didn't fire.

DM was sent but the buyer never saw it

Symptom. The inbox shows the DM as Sent but the buyer claims they didn't receive it.

This is almost always a TikTok-side delivery quirk, not ChatSparks. Common causes:

• The buyer's TikTok app is logged out or hasn't synced.
• The buyer's privacy setting is Friends only for DMs. The bot can still send; the buyer just won't see it until they relax that setting or follow you.
• The buyer is in a region where TikTok DMs have known delivery issues — rare, but TikTok occasionally throttles delivery from accounts under spam review.

You can confirm by checking the conversation's Events panel. If TikTok returned a delivered event, the message reached the device.

Orders aren't being attributed

Symptom. The buyer ordered, but the order shows up as Organic instead of attributed to the conversation.

Check, in order:

1. TikTok Shop is connected. Settings → Integrations → TikTok Shop should be green.
2. The buyer used the same TikTok account to DM and to checkout. Multi-account households break this.
3. The order happened within 14 days of the last shop link in the conversation.
4. The ordered SKU was linked in the conversation. If you sent a generic shop link and they bought a different product, the order soft-attributes — you'll see a dotted ring in Analytics → Posts.

See Attribution → How matching works for the full logic.

Flow keeps looping on a quick reply

Symptom. The buyer's reply doesn't match a quick-reply option, and the bot sends the question again.

Cause. The bot is configured to re-ask up to twice before escalating. After the second mismatch, the conversation flips to Human.

Fix. In the flow, edit the quick-reply block and:

• Add a Free text fallback option that captures whatever the buyer types and continues the flow.
• Or shorten the question to remove ambiguity.

My teammate can't see the workspace

Symptom. You invited someone but they don't see the workspace after logging in.

Check:

1. They accepted the invite. Look under Settings → Team; their row should show Active, not Pending.
2. They're logged in with the same email as the invite. Different email = no access.
3. The workspace owner hasn't suspended them. Suspended members can't see the workspace until reactivated.

Reset everything

If a single automation is misbehaving and you've tried the steps above:

1. Duplicate the trigger and its flow (so you have a backup).
2. Delete the broken one.
3. Activate the duplicate.

This resets internal state like throttling history and version locks, and usually clears the issue.

Still stuck

Use the Help button in the bottom-right of the dashboard. It opens a new inbox conversation with our team and attaches your workspace ID and recent events automatically.