Configure ACD messaging for X (Twitter) Direct Messaging

Before you can configure ACD messaging for X, you must have an X account for your business and it must be set to receive direct messages from everyone. The Allow Message Requests from everyone setting can be found in the Privacy and safety section of your Twitter business account’s Settings and Privacy menu.  To set this, perform the following steps: 

1. Log in to your X business account.
2. Select More in the left hand menu to access Settings and Privacy option.
3. From the menu, select Settings and privacy. 
4. From this menu, select Privacy and safety.
5. Under Privacy and Safety, click Direct Messages.
6. Under Direct Messages, in the Allow message requests from field, select Everyone.  Click the image to enlarge.

To configure ACD messaging, perform the following steps:

1. Click Admin.
2. Under Message, click Platforms.
3. Click the Create New Integration button.
4. Click the X tile.
5. In the Name box, type a name that you want to assign to your integration.
6. Click Sign in with X (Twitter).
7. The X login dialog box appears. Enter your credentials.
8. Click Log In.
   Note: If there is an authorized account already available and it is the account that you want to use for integration, continue to the next step. If it’s not the account you want to authorize, click the account name, which will redirect to x.com and log out of the account. Navigate back to Genesys Cloud and start at step 1 to create the integration.
9. Click Authorize app.
10. When redirected to the Genesys Cloud Platform page select a supported content profile.
11. (Optional) Select the Platform Config.
12. Click Save.

Once you configure the X integration, you can configure message flows in Architect. For more information, see Inbound message flows overview.