Configure ACD messaging for X (Twitter) Direct Messaging
AI-generated summary
Genesys Cloud enables customer interactions through X (Twitter) Direct Messaging via ACD messaging functionality, requiring Genesys Cloud CX licenses (versions 2, 3, 4, or Digital variants) and appropriate messaging permissions. Configuration requires an X business account with direct messaging enabled for all users.
The setup process involves two primary components. X account configuration requires accessing Settings and Privacy to enable "Allow message requests from everyone" under Direct Messages. ACD messaging configuration is completed through Admin > Message > Platforms, where users create a new integration via the X tile, assign a name, and select an integration size that determines daily message capacity: Entry (200 messages/day, limited to one per organization), Small (1,000 messages/day), Medium (3,000 messages/day), or Large (9,000 messages/day). Optional settings include content profile selection and platform configuration before authorizing the X account connection.
Technical specifications include a 90-second retrieval delay for direct messages and integration capability with Architect for message flow configuration. The system supports account switching through logout via x.com and restart of the integration setup process. Once configured, message flows can be established using Architect's inbound message flow functionality. Pricing varies by integration size selected during configuration.
Users can customize message handling through optional content profile and platform settings. Configuration instructions serve as general guidance and may be subject to third-party updates; consultation of X's official documentation is recommended to ensure procedural compliance. Additional resources are available covering messaging , third-party messaging capabilities, pricing structures, conversation management, and platform integration creation
- Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license.
- Messaging > TwitterIntegration > All permission
- An X account set to allow direct messages from everyone.
Genesys Cloud ACD messaging provides a way for your customers to use X (Twitter) Direct Message to interact with agents who are using Genesys Cloud. To configure ACD messaging for X (Twitter), perform the following steps:
Before you can configure ACD messaging for X, you must have an X account for your business and it must be set to receive direct messages from everyone.
To set your X account to receive direct messages from everyone, perform the following steps:
- Log in to your X business account.
- Select More in the on the left side menu to access Settings and Privacy option.
- From the menu, select Settings and privacy.
- And then, select Privacy and safety.
- Under Privacy and Safety, click Direct Messages.
- Under Direct Messages, in the Allow message requests from field, select Everyone.
To configure ACD messaging, perform the following steps:
- Click Admin.
- Under Message, click Platforms.
- Click Menu > Digital and Telephony > Message > Platform Integrations.
- Click the Create New Integration button.
- Click the X tile.
- In the Name box, type a name that you want to assign to your integration.
- In the Integration Size section, select the integration size. You can choose any one of the following integration sizes:
- Entry – If you select this option, there is a cap of 200 outbound direct messages a day per X integration. You can select only one integration at entry level.
- Small – If you select this option, there is a cap of 1000 outbound direct messages a day per X integration.
- Medium – If you select this option, there is a cap of 3000 outbound direct messages a day per X integration.
- Large – If you select this option, there is a cap of 9000 outbound direct messages a day per X integration. Note: Select the appropriate size for your integration as the pricing differs based on the selection you make.
- (Optional) In the Supported Content Profile field, select the content profile.
- (Optional) In the Platform Config field, select the configuration.
- Click Save.
- The X login dialog box appears. Enter your credentials.
- Click Log In. Note: If there is an authorized account already available and it is the account that you want to use for integration, continue to the next step. If it’s not the account you want to authorize, click the account name, which will redirect to x.com and log out of the account. Navigate back to Genesys Cloud and start at step 1 to create the integration.
- Click Authorize app.
After you configure the X integration, you can configure message flows in Architect. For more information, see Inbound message flows overview.
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.
[NEXT] Was this article helpful?
Get user feedback about articles.