Adding Twitter Direct Messages (DM) channels

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

This article describes how to add Twitter Direct Messages (DM) channels. Twitter DM is a popular American messaging app that enables you to send private messages through Twitter.

Twitter DM is used for private messaging with your customers, and Twitter is used for public messaging with your customers. To set up Twitter, see Setting up your public Twitter channel.

You must be an administrator to add Twitter DM channels.

This article includes these sections:

• Adding a Twitter DM channel
• Next steps

Adding a Twitter DM channel

You must be an administrator to add Twitter DM channels.

To add a Twitter DM channel

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

   

4. When prompted, enter your Twitter log in information and then click Authorize app again to authorize Zendesk Support to use your Twitter 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 Twitter 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 Twitter DM, as needed.

  When using Twitter DMs, 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.
• Set up auto-responders for your Twitter DM channels. See Sending automatic responses to social messages.

• Add your Twitter accounts if you want to send and receive public messages from Twitter. See Setting up your Twitter channel. When you do, make sure the setting to capture incoming direct messages as tickets remains disabled.