Adding Twitter DM channels to the Zendesk Agent Workspace

Fastpath: Admin Center > Channels > Messaging and social > Messaging

Tip: You must have the Zendesk Agent Workspace with Social messaging enabled to use this feature. If you're using Social messaging with a standard Support agent interface, refer to Social messaging resources for Support.

This article describes how you can add Twitter DM channels to the Zendesk Agent Workspace from Admin Center. Twitter is a popular social networking service that you can use for public messaging with your customers. Twitter direct message (DM) feature is a Twitter feature that you can use for private messaging instead, if needed.

This article includes these sections:

• Overview of steps to add Twitter DM to the agent workspace
• Adding a Twitter DM channel to the agent workspace
• Next steps
• Limitations

Related articles:

• Social messaging resources
• About social messaging channels for the Zendesk Agent Workspace
• Receiving and sending social messages in the Zendesk Agent Workspace

Overview of steps to add Twitter DM to the agent workspace

If you have a Zendesk Support Suite account with the Zendesk Agent Workspace enabled, you can add Twitter DM channels to the Zendesk Agent Workspace from Admin Center. You must be an administrator to add Twitter DM channels.

Note: If you already have an existing Twitter integration that was set up in Support (instead of Admin Center) and private messaging with Twitter DMs is enabled, follow the steps in Migrating social messaging channels to the Zendesk Agent Workspace (Facebook Messenger, Twitter DM) instead.

You need to do the following, in this order:

1. Add your Twitter DM channels to the Zendesk Agent Workspace from Admin Center.
2. Set up auto-responders for your Twitter DM channels.
3. Set up triggers, automations, and views for your Twitter DM channels.
4. Make sure that your agents are set up to use the channels (Getting started for administrators in the Zendesk Agent Workspace).

After you complete these steps, you can configure public messaging with Twitter, if needed. This is a separate, additional task that you must complete from your Support admin settings (instead of Admin Center). For more information about setting up public messaging with Facebook, see Setting up your Twitter channel.

For information about the number of Twitter DMs channels you are allowed to add, see Twitter limits with Support. For information about using Twitter DM channels, see Receiving and sending social messages in the Zendesk Agent Workspace.

Adding a Twitter DM channel to the agent workspace

Before you add Twitter DM channels to the Zendesk Agent Workspace, make sure you have already disabled your current Twitter DM settings in your Support admin settings and closed your Twitter DM tickets.

To add a Twitter DM channel to the Zendesk Agent Workspace

1. In Admin Center, click the Channels icon () in the sidebar, then select Messaging and social > Messaging.
2. Click Add channel and select Twitter Direct Message from the drop-down.
3. From the Add Twitter Direct Message screen, click Sign in with Twitter.

   

4. Click Sign In.
5. When prompted, enter your Twitter log in information and then click Sign In again. Follow the on-screen instructions to authorize Zendesk Support to use your Twitter account.

   

6. 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.

   

7. Click Save settings.

Next steps

After you add Twitter DM channels to the Zendesk Agent Workspace, you may need to complete these additional tasks:

• Adjust your Twitter DM business rules and views (see Setting triggers, automations, and views for social messaging).

  When using Twitter DMs with the Zendesk Agent Workspace, you need condition statements that read Channel + Is + Twitter 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.

  

  Do not use Twitter DM in your condition statements. Only customers that are using Twitter DM with Support and that haven’t enabled the Zendesk Agent Workspace need to use thiscondition.

  

• Make sure your agents are set up to use the channel (see Getting started for administrators in the Zendesk Agent Workspace).

• Add your Facebook accounts to your Admin settings in Support, if you want to send and receive public messages from Facebook pages. Follow the steps in Setting up your Facebook channel.

  Add your Twitter accounts to your Admin settings in Support, if you want to send and receive public messages from Twitter. Follow the steps in Setting up your Twitter channel.

• Make sure you understand what happens if you decide to disable the Zendesk Agent Workspace later on (see Disabling the agent workspace.

Limitations

This section describes some important limitations about using Twitter DM in the Zendesk Agent Workspace.

• Twitter DM channels that are added to the Zendesk Agent Workspace from Admin Center do not support public messaging. If you want to perform public messaging with a Twitter account, you must also add it to Support from your Support admin settings. When you do, make sure that the Capture incoming direct messages as tickets setting remains disabled.

• If an end user sends you both public and private Twitter messages, duplicate user profiles are created for the same user. For example, there will be profiles from public messages to channels that were configured in your Support admin settings, and others from private messages channels that were configured in Admin Center. You will need to merge these profiles manually (see Merging a user’s duplicate account).

  The Twitter handle in profile associated with public messages is read-only and cannot be edited, removed, or replaced.

• For Twitter DM channels in the Zendesk Agent Workspace, do not use the Twitter DM condition in your business rules and views. Use the Twitter Direct Message condition for these channels instead. For more information, see What's next?.

For additional limitations, see Social messaging limitations and Chat limitations.