How to Add X (Twitter) Direct Messages - Frequently asked questions
Frequently asked questions
How do I add an X (formerly Twitter) Direct Message channel in Zendesk?
To add an X Direct Message channel in Zendesk, you need to be an administrator. Start by navigating to the Admin Center, then click on Channels in the sidebar. From there, select Messaging and social, followed by Messaging. Click on Add channel and…
What are the prerequisites for adding an X DM channel in Zendesk?
Before adding an X DM channel in Zendesk, ensure you have set up an X channel for public messaging. This is a necessary step to integrate X Direct Messages for private communication with your customers. Additionally, you must have administrative…
What should I do after adding an X DM channel in Zendesk?
Once you've added an X DM channel in Zendesk, there are a few additional tasks you might need to complete. First, set roles for agents who will handle social messaging conversations. This ensures that the right team members have access to manage…
Can I change the name of an X DM channel in Zendesk?
Yes, you can change the name of an X DM channel in Zendesk during the setup process. After signing in with your X Corp account and authorizing the app, you'll have the option to rename the channel. This is particularly useful if you have multiple…
How do I associate a brand with an X DM channel in Zendesk?
When adding an X DM channel in Zendesk, you can associate it with a specific brand if your account has multiple brands. During the setup process, use the Brand dropdown to select the brand you want to link with the channel. This ensures that the…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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