Adding X (formerly Twitter) Direct Messages channels

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">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.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Customers without Zendesk Suite must have Support and Chat with the Social Messaging add-on to use this feature.</div>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Channels &gt; Messaging and social &gt;
Messaging</span>
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<p class="p">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
<em class="ph i">private messaging</em> with your customers, and X is used for
<em class="ph i">public messaging</em> with your customers. </p>
<p class="p">Before you can add an X DM channel, you must first set up an X channel (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883122714" target="_blank">Setting up your X (formerly Twitter)
channel</a>).</p>
<p class="p">You must be an administrator to add X DM channels.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_w1b_4vj_smb">
<li class="li"><a class="xref" href="#topic_ow1_tbj_smb">Adding an X DM
channel</a></li>
<li class="li"><a class="xref" href="#topic_e5s_bcj_smb">Next steps</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ow1_tbj_smb">
<h2 class="title topictitle2" id="ariaid-title2">Adding an X DM channel</h2>
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<p class="p" dir="ltr">You must be an administrator to add X DM channels. </p>
<p class="p" dir="ltr"><strong class="ph b">To add an X DM channel</strong></p>
<ol class="ol" id="topic_ow1_tbj_smb__ol_css_tbj_smb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ow1_tbj_smb__d10e905" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Add channel</strong> and select <strong class="ph b">X Corp Direct
Message</strong> from the drop-down.</li>
<li class="li" dir="ltr">On the <strong class="ph b">Add X Corp Direct Message</strong> page, click
<strong class="ph b">Sign in with X Corp</strong>.<p class="p"><img class="image img-screenshot" id="topic_ow1_tbj_smb__image_kzg_4yj_smb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_twitter_sign_in_initial_v2.png" width="600"></p>
</li>
<li class="li" dir="ltr">When prompted, enter your X login information and then
click <strong class="ph b">Authorize app</strong> again to authorize Zendesk
Support to use your X account.<p class="p"><img class="image img-screenshot" id="topic_ow1_tbj_smb__image_zfp_qyj_smb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_twitter_auth_sign_in_v2.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">Change the name of the channel, if needed. If your account has
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">multiple
brands</a>, use the Brand dropdown to select one
to associate with the channel.<p class="p"><img class="image img-screenshot" id="topic_ow1_tbj_smb__image_ngf_tnd_5mb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_twitter_add_channel_v2.png" width="350"></p>
</li>
<li class="li">Click <strong class="ph b">Add channel</strong>.</li>
<li class="li">Click <strong class="ph b">Save settings</strong>.</li>
</ol>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_e5s_bcj_smb">
<h2 class="title topictitle2" id="ariaid-title3">Next steps</h2>
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<p class="p" dir="ltr">After you add X DM channels, you may need to complete these
additional tasks:</p>
<ul class="ul" id="topic_e5s_bcj_smb__ul_ysv_ccj_smb">
<li class="li">
<strong class="ph b">Set roles for agents</strong> who will participate in social
messaging conversations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6073485578010" target="_blank">Give agents access to
messaging</a>. </li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Create business rules and views</strong> for X DM, as
needed.</p>
<p class="p">When using X DMs, you need condition
statements that read <strong class="ph b">Channel + Is + X Corp Direct
Message</strong>. </p>
If your account has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">multiple
brands</a>, you'll also need to add a <strong class="ph b">Brand
is</strong> condition and choose the brand associated
with that channel.</li>
<li class="li" dir="ltr">
<strong class="ph b">Set up auto-responders</strong> for your X DM channels.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838007578" target="_blank">Sending automatic
responses to social messages</a>.</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Add your X accounts</strong> if you want to send
and receive public messages from X. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883122714" target="_blank">Setting up your X
(formerly Twitter) channel</a>. When you do,
make sure that the setting to capture incoming
direct messages as tickets remains disabled.</p>
</li>
</ul>
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