Adding X (formerly Twitter) Direct Messages channels

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

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 X. X DM is used for private messaging with your customers, and X is used for public messaging with your customers.

Before you start, you must set up an X channel (see Setting up your public X (formerly Twitter) channel).

You must be an administrator to add X DM channels.

This article includes these sections:

• Adding a X DM channel
• Next steps

Adding a X DM channel

You must be an administrator to add X DM channels.

To add an X DM channel

1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
2. Click Add channel and select X Corp Direct Message from the drop-down.
3. On the Add X Corp Direct Message page, click Sign in with X Corp.

   

4. When prompted, enter your X login information and then click Authorize app again to authorize Zendesk Support to use your X account.

   

5. Click Next.
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 Add channel.
8. 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.