Create a Twitter app for PureCloud

Before you can configure ACD messaging for Twitter Direct Message in PureCloud, you must create a Twitter app. You’ll use Twitter’s developer site to create your Twitter app.

Disclaimer: Since Twitter’s developer site is considered a third-party, the 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 are following the most recent process.

To create a Twitter app, you must have an approved developer account. Twitter has two levels of developer accounts: Premium and Enterprise. Either one works for creating a Twitter Direct Message app. The one you choose depends on your business needs.

You need at least a Premium account to get started and the approval process can take a couple of days to complete. For more information, see Twitter’s Apply for access page.

Note: If you already have a Twitter developer account, you can determine if it is a Premium account by checking the Account Activity API section in your Dev Environment Dashboard. If your app appears in this section, then you have a Premium account. If you are using a Premium account, take note of the Dev Environment Label name. You need this name to configure ACD messaging for Twitter Direct Message in PureCloud. For more information, see Twitter’s Developer documentation.

Once you have approval for your developer account, create your Twitter app for use with PureCloud. To do so, follow the instructions on Twitter’s Get started page

Note: While you can use an existing Twitter app for communication with PureCloud, Genesys recommends that you create a separate app for use with PureCloud.

When you set your app details, pay particular attention to the information in the following tabs. You need this information to configure ACD messaging for Twitter in PureCloud.

Keys and tokens tab

Consumer API keys

  • API key
  • API secret key

Access token & access token secret

  • Access token
  • Access token secret

Permissions tab

The default permissions (Read and Write) are not sufficient for you to create and configure a functioning Twitter Direct Message app for PureCloud. Make sure that you have the Read, write, and direct messages permission.

Twitter account setting

After you create your Twitter app for PureCloud, it is important that you configure your business’s Twitter account to receive direct messages from anyone. If you fail to do so, customers using your Twitter Direct Message app cannot contact your agents in PureCloud. You can find the Receive Direct Messages from anyone setting in the Privacy and safety section of your Twitter business account’s Settings menu.