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.
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.
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
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.