Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license 
  • Messaging > Integration > All permission
  • Twitter account
  • An approved Twitter developer account
  • A Twitter app

Genesys Cloud ACD messaging provides a way for your customers to use Twitter Direct Message to interact with agents who are using Genesys Cloud.

Before you can configure ACD messaging for Twitter Direct Message, you must have a Twitter app. For more information, see Create a Twitter app for Genesys Cloud.

To configure ACD messaging for Twitter Direct Message, you must have the following information from your Twitter app:

  • Consumer API key
  • Consumer API secret key
  • Access token
  • Access token secret

To find your Consumer keys and Access tokens:

  1. Open a browser and access your Twitter developer Apps page.
  2. Click the Keys and tokens tab.
  3. Take note of the codes under the Consumer API keys heading.
  4. Take note of the codes under the Access token & access token secret heading.

To configure ACD messaging, perform the following steps:

  1. Click Admin.
  2. Under Message, click Platforms.
  3. Click Create New Integration.
  4. Click the Twitter Direct Messaging tile. The Twitter Direct Messaging page appears.
    Note: The status text next to the Twitter icon should show New.
  5. In the Name box, type a name that you want to assign to your integration.
  6. In the Consumer Key (API Key) box, type the code that you set up with your Twitter app.
  7. In the Consumer Secret (API Secret) box, type the secret code that you set up with your Twitter app.
  8. In the Access Token box, type the code that you set up with your Twitter app.
  9. In the Access Token Secret box, type the code that you set up with your Twitter app.
  10. In the App Tier box, select the type of Twitter developer account you have. Choose “Enterprise” or “Sandbox (free) or Premium.”
  11. If you have a Premium or Sandbox (free) account, enter your Dev Environment Label in the Environment Name box. For more information, see the Twitter Developer documentation.
  12. Click Save.
  13. In the Supported Content list, select a supported content profile. If you do not select a supported content profile, the integration uses the default content profile.
  14. Click Save again.
Notes:
  • The status text under the Twitter icon shows Active to indicate that you have logged into Twitter through Genesys Cloud.
  • The Save button changes to a Delete button. You can use this button to remove the integration,

Warning: If you navigate away from this page, click Save, click Delete, or click Cancel. Genesys Cloud automatically logs you out of the current Twitter session.

Once you have a working Twitter app and have configured ACD messaging for Twitter Direct Message, then you can configure message flows in Architect. 

Disclaimer: The third-party application configuration information in this article is provided as general instruction and is subject to change by the third party. Best practice recommends that you review the third-party’s official documentation to confirm that you follow the most recent process.