Adding X (formerly Twitter) Direct Messages channels


This article describes how to add X (formerly Twitter) Direct Messages (DM) channels. X Direct Messages is a popular American messaging app that enables you to send private messages through the X platform. X DM is used forprivate messagingwith your customers, and X is used forpublic messagingwith your customers.


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Social Messaging add-on







Summary: ◀▼
You can add X (formerly Twitter) Direct Message channels to handle private customer messages through the X platform. This requires admin access and the Social Messaging add-on. After adding the channel, assign agent roles, create business rules, and set up auto-responders to manage conversations effectively. Public messages require separate X account setup with direct message capture disabled.






Customers without Zendesk Suite must have Support and Chat with the Social Messaging add-on to use this feature.


Location: Admin Center > Channels > Messaging and social >
Messaging

This article describes how to add X (formerly Twitter) Direct Messages (DM)
channels. X Direct Messages is a popular American messaging app that enables
you to send private messages through the X platform. X DM is used for
private messaging with your customers, and X is used for
public messaging with your customers.
Before you can add an X DM channel, you must first set up an X channel (see Setting up your X (formerly Twitter)
channel).
You must be an administrator to add X DM channels.
This article includes these sections:

Adding an X DM
channel
Next steps



Adding an X DM channel

You must be an administrator to add X DM channels.
To add an X DM channel

In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.
Click Add channel and select X Corp Direct
Message from the drop-down.
On the Add X Corp Direct Message page, click
Sign in with X Corp.

When prompted, enter your X login information and then
click Authorize app again to authorize Zendesk
Support to use your X account.

Click Next.
Change the name of the channel, if needed. If your account has
multiple
brands, use the Brand dropdown to select one
to associate with the channel.

Click Add channel.
Click Save settings.




Next steps

After you add X DM channels, you may need to complete these
additional tasks:


Set roles for agents who will participate in social
messaging conversations. See Give agents access to
messaging.

Create business rules and views for X DM, as
needed.
When using X DMs, you need condition
statements that read Channel + Is + X Corp Direct
Message.
If your account has multiple
brands, you'll also need to add a Brand
is condition and choose the brand associated
with that channel.

Set up auto-responders for your X DM channels.
See Sending automatic
responses to social messages.

Add your X accounts if you want to send
and receive public messages from X. See Setting up your X
(formerly Twitter) channel. When you do,
make sure that the setting to capture incoming
direct messages as tickets remains disabled.




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