Configure ACD messaging for Twitter Direct Message
- PureCloud 3 license
- Messaging > Integration > All permission
- Twitter account
- An approved Twitter developer account
- A Twitter app
PureCloud ACD messaging provides a way for your customers to use Twitter Direct Message to interact with agents who are using PureCloud.
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 PureCloud.
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:
- Open a browser and access your Twitter developer Apps page.
- Click the Keys and tokens tab.
- Take note of the codes under the Consumer API keys heading.
- Take note of the codes under the Access token & access token secret heading.
To configure ACD messaging:
- Click Admin.
- Under Message, click Platforms.
- Click Add Platform.
- Click Add in the Twitter Direct Messaging tile. The Twitter Direct Messaging page appears. Note: The status text next to the Twitter icon should show New.
- In the Name box, type a name that you want to assign to your integration.
- In the Consumer Key (API Key) box, type the code that you set up with your Twitter app.
- In the Consumer Secret (API Secret) box, type the secret code that you set up with your Twitter app.
- In the Access Token box, type the code that you set up with your Twitter app.
- In the Access Token Secret box, type the code that you set up with your Twitter app.
- In the App Tier box, enter the type of Twitter developer account you have (Enterprise or Premium).
- If you have a Premium account, enter your Dev Environment Label in the Environment Name box. For more information, see the Twitter Developer documentation.
- Click Save.
- The status text under the Twitter icon shows Active to indicate that you are now logged into Twitter through PureCloud.
- The Save button changes to a Delete button. You can use this button to remove the integration, if you need to do so at a later date.
Once you have a working Twitter app and have configured ACD messaging for Twitter Direct Message, then you can configure message flows in Architect.