Set Up and Configure Twitter Direct Messages
  • 21 Jul 2022
  • 2 Minutes To Read
  • PDF

Set Up and Configure Twitter Direct Messages

  • PDF


Set up Twitter Direct Messages to turn tweet messages into Conversations. 

Before you start

Review the following information before you set up Twitter Direct Messages:

  • Twitter Direct Messages must be enabled in your Twitter account to receive Twitter Direct Messages in Gladly. From your Twitter account, click More > Settings and Privacy > Privacy and Safety > Under Direct Messages, select “Receive messages from anyone.
  • Decide whether to route Twitter Direct Messages to an existing Inbox or if you prefer to create a new Inbox.
Watch Out - We recommend not adding an Entry Point(s) until you're ready to receive incoming requests
Upon adding a new Entry Point, incoming requests from that Entry Point automatically route to the corresponding Channel's primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel's primary Inbox.

  • Voice/SMS – Phone numbers can be purchased and held onto until you're ready to complete the setup by connecting them as Entry Points.
  • Chat (Sidekick) – Upon configuring Sidekick, it's available to receive incoming chat requests as soon as it's embedded on your website. Chats are routed to the chat Channel's primary Inbox.
  • Social Channels – Upon adding a social Channel Entry Point (e.g., Twitter, Instagram, or WhatsApp), messages automatically route to the social Channel's primary Inbox.
  • Email – Once an email address is added, it's ready to receive inbound emails in the email Channels' primary Inbox as long as email forwarding is activated.

Use Exceptions to link an Entry Point to a different Inbox if you don't want to use the Channel's primary Inbox.

Add Twitter Direct Messages

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Twitter Direct Messages. This page shows a list of all Twitter accounts linked to Gladly.
  4. Click Manage Twitter Direct Messages.
  5. A pop-up window will appear asking you to authorize Gladly to access your company Twitter account. Please enter the Username and Password then click Authorize app
  6. The window will automatically close after a few moments.
  7. At this point, the Twitter account is added as a new Entry Point. Next, go to the Entry Points settings page to link Twitter to an Inbox.
    • Select the primary Inbox you want Twitter Direct Messages to go. Add an exception if you have other Twitter accounts you want to link to a different Inbox.
  8. Click Save.
  9. Twitter is added as a Channel. Agents assigned to the Inbox used for Twitter will start receiving Twitter Direct Messages whenever they are available in the messaging Channel.

Add multiple Twitter accounts

You can link multiple Twitter accounts in Gladly but you can only link a Twitter account to one Gladly instance. For example, if you link the Twitter account to your Production instance, the same Twitter account cannot be linked at the same time to your Sandbox instance.

Twitter ID

Take note of the Twitter ID. This ID is used to convert public messages into a private Twitter message in Gladly.
twitter ID

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