Integrate with Twitter
Last Update: Oct 2024 • Est. Read Time: 3 MINWhen you connect your Twitter accounts to Kustomer, direct messages, public mentions, thread replies, and likes you make from that account will automatically create conversations that you can then reply to from directly within Kustomer. If the Twitter account that interacts with you matches an existing customer record the conversation is automatically added to their timeline for a true omni-channel experience.
October 2024 update: This integration is no longer available to new customers.
All Twitter conversations include an insight card in the insight panel with the user's Twitter profile. This will provide information about the user's followers, Twitter activity, and verification status.
Who can access this feature? | |
User types | Admins can access this feature. All users can respond to Tweets and DMs. |
In this article
- Authorize Twitter to Kustomer
- Twitter conversations in Kustomer
- Reply to Tweets
- The Twitter insight card
Authorize Twitter to Kustomer
Once installed, you need to authorize the Twitter accounts you want to use in Kustomer.
- Go to Appsand select Twitter.
- Select Add account.
- Enter the credentials for your Twitter account you are adding and then select Authorize app.
The authorized account appears in the Twitter settings page.
Twitter conversations in Kustomer
Once you have your Twitter account(s) connected to Kustomer, you can specify if you want conversations to be created within Kustomer for public mentions, direct messages, or Tweets you've liked. Once a Twitter interaction becomes a conversation, it will act just like any other conversation created and you can send a reply directly from Kustomer.
To select what creates a conversation:
- Go to Appsand select Twitter.
- Select the Twitter interaction that you want to have create a conversation within Kustomer. The following options are available:
Interaction Creates a conversation when... Icon Mentions A Twitter user mentions you directly in a public Tweet. The Tweet cannot be a reply to an existing Tweet you are mentioned in. Mentions from a private account will only appear in Kustomer if your organization has requested and been approved to follow that account. Direct Messages A Twitter user sends you a direct message. DMs can only be sent between accounts if they both follow each other, or if the receiver has a privacy setting disabled to receive any message. Likes One of your users likes a public Tweet from your organization's connected Twitter account. Thread Replies A public Twitter account replies to your Tweets. Replies to @mentions are threaded into the existing @mention conversation.
Reply to Tweets
You can reply to any public mention, direct message, thread reply, or like from within Kustomer. If you have multiple Twitter accounts authorized within Kustomer, you can switch between them to reply from the one you prefer. For example, if someone Tweets at your marketing account and you also have a support account, an agent can switch to the support account to continue the conversation.
Public Tweets and DMs are automatically split into separate conversations on a customer's timeline. If you want to reply to a public Tweet privately, we recommend asking the user to send you a DM. Twitter’s APIs don’t yet allow us to give agents the ability to proactively DM a customer.
If you switch to DM after the customer starts a conversation by @mentioning your connected Twitter handle, the DM will start a new conversation to help you better identify which one is the private conversation versus the public one.
Twitter replies and DMs have a character limit of 280 characters.
Mentions and Likes
Replies to a public mention or a Tweet that you liked appear as a public reply to the user's original tweet.
Threaded replies
When a public user responds to one of your company's Tweets, their reply appears in Kustomer as a new conversation. Agents can respond directly to the threaded reply from within Kustomer. All replies will create a thread under their Tweet.
The Twitter insight card
When a conversation is created from a mention in a public tweet or DM we will obtain the account's information and display it in an insight card in the conversation's insight panel. This card displays the Twitter user's details such as, their location, account, avatar, number of followers, verification status, and if they are following you. We also provide a link to the public conversation on Twitter so agents can view the threaded messages and understand any context needed to reply.