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Delay issue + Agent not able to receive attachments or images from X (Twitter) Direct Messaging integration

  • 1.  Delay issue + Agent not able to receive attachments or images from X (Twitter) Direct Messaging integration

    Posted 10-13-2025 09:24

    Dears,

    I configured X (Twitter) as a native platform direct messaging integration, and started receiving interactions normally.

    However, when the customer sends an image or any attachment, i get is as a link, the link routes to the messages between the integration and the customer.

    Also, there is a delay of 1-2 mins for each message to land on Genesys Cloud from Twitter.

    Could you please let me know your feedback regrading above issues with twitter integration on urgent basis?


    #Implementation

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    Mohamed Elberry
    Senior Genesys System Engineer
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  • 2.  RE: Delay issue + Agent not able to receive attachments or images from X (Twitter) Direct Messaging integration
    Best Answer

    Posted 10-13-2025 11:10

    Hi Mohamed,

    You might need to check your Supported content profiles to see if the file types are allowed. If it is not allowed I think it will link back to X to access the file/attachment

    With regards to the delay for X message arriving, this could depend on quite a few things. Such as rate limits, how its queueing etc



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Delay issue + Agent not able to receive attachments or images from X (Twitter) Direct Messaging integration

    Posted 10-14-2025 11:31

    Hello @Samuel Jillard

    Thank you for your feedback.

    Regarding the delay issue, I tested direct routing to a queue but did not notice any improvement. Another organization has also reported experiencing the same problem. It's still unclear whether this behavior originates from Twitter as a platform or from its integration with Genesys.

    As for the attachment issue, I enabled all attachment types and also attempted to include the previously filtered types in the supported content profile. Unfortunately, the same issue persists. This remains a challenging and critical problem that may lead to customer dissatisfaction.

    I found this idea, do you think it is related?  https://genesyscloud.ideas.aha.io/ideas/CESL-I-124

    Appreciate your prompt feedback/advice.



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    Mohamed Elberry
    Senior Genesys System Engineer
    ------------------------------

    Original Message


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