This article describes how to add X (formerly Twitter) Direct Messages (DM) channels. X Direct Messages is a popular American messaging app that enables you to send private messages through the X platform. X DM is used for private messaging with your customers, and X is used for public messaging with your customers.
Before you can add an X DM channel, you must first set up an X channel (see Setting up your public X channel).
You must be an administrator to add X DM channels.
This article includes these sections:
Adding an X DM channel
You must be an administrator to add X DM channels.
To add an X DM channel
- In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging. - Click Add channel and select X Corp Direct Message from the drop-down.
- On the Add X Corp Direct Message page, click
Sign in with X Corp.
- When prompted, enter your X login information and then
click Authorize app again to authorize Zendesk
Support to use your X account.
- Click Next.
- Change the name of the channel, if needed. If your account has
multiple
brands, use the Brand dropdown to select one
to associate with the channel.
- Click Add channel.
- Click Save settings.
Next steps
After you add X DM channels, you may need to complete these additional tasks:
- Set roles for agents who will participate in social messaging conversations. See Give agents access to messaging.
-
Create business rules and views for X DM, as needed.
When using X DMs, you need condition statements that read Channel + Is + X Corp Direct Message.
If your account has multiple brands, you'll also need to add a Brand is condition and choose the brand associated with that channel. - Set up auto-responders for your X DM channels. See Sending automatic responses to social messages.
-
Add your X accounts if you want to send and receive public messages from X. See Setting up your X (formerly Twitter) channel. When you do, make sure that the setting to capture incoming direct messages as tickets remains disabled.