We appreciate your comment and will be considered in our management meetings. While it is true we have had some issues, some due to external causes and others due to internal causes, I would like to reinforce that we have applied several important improvements in recent months, not only to our product itself and to our services platform, but also in our operations to apply product updates in order to positively evolve.
Facing the future, we will remain attentive to every situation raised by our business partners, customers, and related to solve it in an expeditious and assertive manner.
Without further ado, please receive our cordial greetings.
Original Message:
Sent: 11-22-2023 05:03
From: Yaw Chin
Subject: Twitter API Subscription Changes and Impact to Twitter Direct Messaging Integrations
We have many issues with PureSocial implementation for past years, the solution is not stable with many downtime (we are talking about 8-9 hours of downtime here), their support is really not helpful and cant provide RCA to the problems we are facing and continuously breaching SLA without any compensation.
Yes, the solution might be cost effective but stability is a concern.
Note: Please evaluate any AppFoundry partners carefully, as there is very little Genesys can help when issue happens.
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Anyway back to the question on native Genesys Twitter (X) Enterprise subscription, not sure why this is happening only to Genesys? We did check with other providers like SpoutSocial, Sprinkler, NICE, Talkdesk etc does NOT has such requirement to subscribe to Twitter (X) Enterprise accounts?
Original Message:
Sent: 10-09-2023 09:32
From: Jarlei Guimarães
Subject: Twitter API Subscription Changes and Impact to Twitter Direct Messaging Integrations
Hi @Dewald Smit! Allow me to share some good news.
PureSocial is a Premium App on Appfoundry, and today it announced the definitive release of the Twitter channel, defining 3 convenient business models, in order to support the different Genesys Cloud clients to continue exploiting this social network.
For more information, consult info@puresocial.cx
Greetings!
Appfoundry
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Jarlei Guimarães
Sixtra Chile S.A.
Original Message:
Sent: 10-08-2023 16:56
From: Dewald Smit
Subject: Twitter API Subscription Changes and Impact to Twitter Direct Messaging Integrations
Good day Katie,
Any update on this subject? Or is X dead for now?
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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
Original Message:
Sent: 07-31-2023 12:02
From: Katie Ritz
Subject: Twitter API Subscription Changes and Impact to Twitter Direct Messaging Integrations
Hi Kyle --
Yes we have explored whether Free, Basic and Pro accounts can be leveraged, and currently they cannot. For the way our service works we need access to specific APIs which are only made available by Twitter at the Enterprise Level.
We are exploring a move to the V2 APIs and whether this will give us access to the appropriate APIs we need for our service at the Pro tier which would allows us to leverage the Pro Tier. Anything below Pro is unlikely to be very functional for production use based on the rate limits implemented by Twitter at the Free and Basic tiers.
As we are still exploring a possible move to V2 APIs we don't have any timelines to share at this time.
Hope that helps answer your questions.
Thanks,
Katie
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Katie Ritz
Sr Director Product Management
Genesys - Employees
Original Message:
Sent: 07-31-2023 10:44
From: Kyle Saric
Subject: Twitter API Subscription Changes and Impact to Twitter Direct Messaging Integrations
Hi Katie,
Do you know if Genesys are planning to add Twitter API v2 support to the GC Twitter DM integration? Has Genesys investigated if a Free/Basic/Pro account (much cheaper than the Enterprise account) would be sufficient for the API consumption required for GC Twitter DM? https://developer.twitter.com/en
The descriptions on the Twitter dev page (https://developer.twitter.com/en) are somewhat unclear, as they Free/Basic/Pro mentioned "Rate-limited access to suite of v2 endpoints".
Any thoughts appreciated.
Thanks,
Kyle.
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Kyle Saric
☁️ Genesys - Employees (Solution Consultant)
👋. Hello from Scotland!
Original Message:
Sent: 06-08-2023 15:42
From: Katie Ritz
Subject: Twitter API Subscription Changes and Impact to Twitter Direct Messaging Integrations
Overview
Earlier this year Twitter announced new and introduced them shortly after. As part of this announcement Twitter also announced deprecation of the existing Elevated and Premium tiers which many customers leveraged to create Twitter integrations with Genesys Cloud.
Who is impacted?
Genesys Cloud CX customers who have a Twitter Direct Messaging integration with Genesys Cloud.
What do you need to know?
At this time an Enterprise level account with Twitter is needed to create a Direct Messaging integration with Genesys Cloud. You can find more information and signup for an Enterprise account with Twitter here.
How are you impacted?
What Action is Required?
To continue using Twitter Direct Messaging with Genesys Cloud, please upgrade your account to Enterprise and recreate your integration with Genesys Cloud. The latest instructions on creating an integration can be found on the resource center at the following link: https://help.mypurecloud.com/articles/create-a-twitter-app-for-genesys-cloud/
The Product Management team continues to evaluate the evolving situation with Twitter and are working towards continuing to support the Twitter Direct Messaging channel with Genesys Cloud. There may be further changes and updates as we consider additional options to support the Twitter Direct Messaging channel. We will update this thread as we have more information. If you have any questions please feel free to comment on this thread.
Find the latest information on implementing Direct Messaging for Twitter with Genesys Cloud on the resource center: https://help.mypurecloud.com/articles/create-a-twitter-app-for-genesys-cloud/
#DigitalChannels
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Katie Ritz
Sr Director Product Management
Genesys - Employees
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