Twitter: DMs, reply on tweets and mentions

As Audite Cloud''s administrator of your organization, you will have the possibility to integrate into the platform both the DMs sent to your Twitter account and replies on tweets you post and mentions of your account.

As well as the other channels that have similar events to be handled (e.g. Facebook, Instagram), in order to manage both the direct messages coming from this channel and the mentions/replies on tweets posted by your Twitter account, you have to configure two different inbound channels, i.e.

• Channels Configuration > Twitter for direct messages

• Channels Configuration > Twitter Pages for managing replies on tweets and mentions related to your Twitter account

In this way you will also be able to configure some users to work on DMs and some others to work on replies on tweets and mentions, if any. This will be just matter of configuration of the user roles.

At user experience level, the creation of a Twitter inbound channel will be the same, regardless the fact that you want to intercept in Audite Cloud direct messages and/or replies on tweets and mentions.

The needed steps to do it are the following:

• Go to Channels Configuration > Twitter (or Channels Configuration > Twitter Pages) and click on Add new Twitter channel (or Add new Twitter Page channel)

• Sign in with your Twitter credential clicking on Sign in wih Twitter button

• After having clicked on this button, you have to

  • insert your Twitter access credentials (username/e-mail and password) in order to connect your account to Audite Cloud

  • click on Authorize app button to authorize Audite Cloud application to access your account. It will be shown a detailed description about the purposes for which you are giving this authorization.

Twitter: sign in and authorize app

• Once the previous step is done, a Friendly Name for the channel must be inserted and, like the other inbound channels, can be optionally configured Is VA Enabled or Is VE Enabled flags in order to enable, respectively, the Virtual Assistant or the Virtual Expert to manage customer interactions

• In case your organization is configured to work with Microsoft Teams, you have to associate the inbound digital channel you are configuring with the Teams channel you want the customer interaction to be put when starting to collaborate with your colleagues. Indeed, using Audite Cloud in Microsoft Teams will give you the chance to share a customer interaction with your colleagues in order to manage it in an effective way. When the collaboration is started, the conversation will be put in the Teams channel you configured here. In order to relate the Audite Cloud channel with the Teams channel, you have to:

  • Sign in with the access credentials (username and password) you are using to access Microsoft Teams. In this way, Teams and related Channels configured in your Teams organization will be available for the selection in the next steps

  • Select the Team

  • Select a Channel , related to previously chosen team, where you want to actually put the conversation whenthe collaboration starts

Like Instagram, also Twitter has some limitations about the events that can be managed. For example, mentions of your account in private tweets are not advised to Audite Cloud and cannot be handled within the platform.