How @mentions work with the TikTok Connect app?

Not all post @mentions can reach Zendesk. Please check these criteria by TikTok: https://business-api.tiktok.com/portal/docs?id=1825103422736385

What are the criteria for discovering mentioned posts?

A post must meet the following requirements:

• The post is not posted by a user who is underage or of an unknown age. For users in Europe, an age of 17 or under is considered underage, while for users in the US and other countries or regions, an age of 12 or under is considered underage.
• The post must be public.
• The post must be posted within the past 90 days.
• The post must explicitly mention (@) the business's handle in the caption.
• The post should be among the top 1000 most liked posts out of all the posts that mention the business's handle.

Timing 

In the first 24 hours after connection, TikTok scans your videos. Mentions made after that, can take at least 24 hours to reach your Zendesk.

Replying to mentions

Replies can only be made directly on TikTok, as there's no API support for replies via Zendesk. Use the link inside a Zendesk ticket to open the post and leave a reply.