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

    Posted 2 days 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

    ------------------------------
    Trevor Kuzik
    Contact Centre Technologist
    ------------------------------


  • 2.  RE: X (Twitter) Integration - Not Receiving Direct Messages

    Posted 2 days 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
    ------------------------------

    Original Message


  • 3.  RE: X (Twitter) Integration - Not Receiving Direct Messages

    Posted 2 days ago

    Hi Sam,

    Thanks for replying. We've already done this: Settings and Privacy -> Privacy and Safety -> Chat -> Allow message requests from: -> set to 'Everyone'
    We also tried setting it to 'No one' and then back to 'everyone', no behaviour change noticed.

    One interesting thing we noticed is that if both parties Chats are encrypted (which seems to be the default now with no option to opt-out) then the DMs won't arrive to our Org. But if the customer's Twitter Chat isn't encrypted then the message does reach our Org.



    ------------------------------
    Trevor Kuzik
    Contact Centre Technologist
    ------------------------------

    Original Message


  • 4.  RE: X (Twitter) Integration - Not Receiving Direct Messages
    Best Answer

    Posted 2 days ago

    Ahh this could be the cause of the issue:
    ⚠️ X API BUG: I found out why we can't access DMs after "Conversation Upgraded" - X API - X Developers

    "

    The DM endpoints for the X API v2 currently do not support XChat (encrypted) messages.

    With that said, we are exploring options to bring XChat support to the X API very soon."



    ------------------------------
    Trevor Kuzik
    Contact Centre Technologist
    ------------------------------

    Original Message


  • 5.  RE: X (Twitter) Integration - Not Receiving Direct Messages

    Posted 20 hours ago

    Hi Trevor,

    Thanks for sharing this.  This will help others in the community if they come across the same issue



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

    Original Message


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