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  • 1.  X (Twitter) Integration - Not Receiving Direct Messages

    Posted 15 hours ago

    Hello all,

    I purchased the X (Twitter) Messaging add-on from the AppFoundry (https://appfoundry.genesys.com/filter/genesyscloud/listing/f927472c-43f1-4ce0-b032-d7b0bc1960fe

    ), configured the Platform Integration, Platform Config, Message Routing (incl the Inbound Message Flow), and the Social Listening / Escalation configs.
    Post mentions are being routed to queues/agents successfully, but Direct Messages are not arriving (not showing in Analytics Workspace either).

    If an agent receives a public post in their workspace, then chooses to reply back 'privately', the message arrives to the customer as a DM. But if they reply back to that DM, we don't receive anything.

    I've already deleted all the configs and recreated them, didn't make a difference.

    Any thoughts as to where I'm going wrong?

    Thanks in advance.
    Trevor


    #API/Integrations
    #DigitalChannels

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    Trevor Kuzik
    Contact Centre Technologist
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  • 2.  RE: X (Twitter) Integration - Not Receiving Direct Messages

    Posted 4 hours ago

    Hi Trevor,

    This may be down to the X account privacy settings: Configure ACD messaging for X (Twitter) Direct Messaging Allow message requests from field



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


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