Create an X (formerly Twitter) app for Genesys Cloud
Before you configure ACD messaging for Twitter Direct Message in Genesys Cloud, create a Twitter app. Use the Twitter’s developer site to create your Twitter app. The Twitter developer portal contains a set of self-serve tools that developers can use to create and manage apps.
Important: Since Twitter’s developer site is a third-party site, the configuration information in this article provides general instructions. These instructions may change. As a best practice, ensure that you review the third-party’s official documentation and confirm that you are follow the most recent process.
Sign up for developer account access
To create a Twitter app, you must have a developer account. Twitter provides three levels of developer access: Essential access (not available for integration with Genesys Cloud), Elevated access, and Academic research access.
Create your Twitter app
After you set up your developer account with Elevated project access level, create your Twitter app for use with Genesys Cloud.
Keys and tokens
When creating your app, you will be presented with an API Key information. Save this information in a safe place as you will need to use this information when setting up your Twitter integration within Genesys Cloud.
Consumer API keys
- API key
- API secret key
After your app is created you will need to generate an access token and secret for your app. Select your app and select the Keys and Tokens section. Under the Authentication Tokens section select the Generate button to generate an Access token and Access token secret. Save this information in a safe place as you will need to use this information when setting up your Twitter integration within Genesys Cloud.
Access token and access token secret
- Access token
- Access token secret
User authentication settings and app permissions
After you create the app, ensure that you enable OAuth 1.0a authentication to use it with Twitter API v1.1. Genesys Cloud platform uses this to support DM integrations.
To enable your app with OAuth 1.0a authentication, in the OAuth 1.0a settings, select the Read and write and Direct message permission. This option allows the Genesys Cloud platform integration to read and post direct messages to end-customers.
Set up development environments
For Genesys Cloud to integrate with your Twitter app, set up a development environment and associate your app to each API endpoint. Set up your development environments in your Twitter developer portal, by going to Products > Premium > Dev Environments. To associate your app with each API endpoint, select the set up environment for each, create a development environment label, and associate your app.
- Ensure that the App Name corresponds to your Twitter app that you are configuring for ACD messaging for Twitter Direct Message in Genesys Cloud. For more information, see Configure ACD messaging for Twitter direct messaging.
- Enter the label information in the Environment Name field when you create a new Twitter integration in your Genesys Cloud Organization.
Twitter account setting
After you create your Twitter app for Genesys Cloud, it is important that you configure your business’s Twitter account to receive direct messages from anyone. If you fail to do so, customers who use your Twitter Direct Message app cannot contact your agents in Genesys Cloud. You can find the Allow Message Requests from anyone setting in the Privacy and safety section of your Twitter business account’s Settings and privacy menu.