Twitter Social Media Connector Configuration Guide

Overview

Twitter is a supported customer channel in Expertflow CX, allowing businesses to interact with users through public tweet replies, comments, and DMs. To enable this, businesses must set up a Twitter Developer Account and configure the connector in the Unified Admin interface.

Part 1: Setting Up a Twitter Developer Account (API v2)

After completing these steps, the Twitter Channel Connector will be active and integrated into Expertflow CX, enabling agents to handle Twitter interactions within the unified agent experience. For any updates, usage limits, or additional configurations, refer to the Twitter API Docs.

Feel free to consult the Unified Admin Setup Guide for general configuration help.

Step 1: Sign in or Create a Twitter Account

• Visit Twitter and log in or create a new account.

Step 2: Apply for a Developer Account

• Go to the Twitter Developer Portal.

• Log in with your Twitter credentials.

• Click Apply and follow the application process.

Step 3: Enable API v2 and Create a Project

• Once your developer account is approved, you’ll receive an email confirmation.

• In the Developer Portal:

  • Navigate to Projects & Apps > Set up Project

  • Enter a project name and describe its intended use

Step 4: Create an App and Generate Keys

• Inside your project dashboard:

  • Click Create App

  • Fill out the app details (name, description, use case)

• Once the app is created:

  • Go to Keys and Tokens tab

  • Generate the following credentials:

    • API Key

    • API Secret Key

    • Bearer Token

    • Access Token

    • Access Token Secret

Step 5: Development Access

• Use these credentials in your application to authenticate and interact with Twitter API v2.

• Refer to Twitter API Documentation for detailed info on endpoints, methods, and limits.

Twitter Channel Configuration in Unified Admin

Step 1: Initial Setup

• Log in to Unified Admin.

• Create the following:

  • MRD (Media Routing Domain) for Twitter

  • Routing Attribute

  • Queue (dedicated to Twitter)

  • Assign the MRD to an agent and define the agent attributes

Step 2: Channel Manager Configuration

Channel Type

• Should be auto-created during connector bootstrapping

• Name: TWITTER

Channel Provider

• Create a new provider, e.g., Twitter Channel Provider

• Select TWITTER as the channel type

• Webhook URL: http://ef-twitter-connector-svc:8080

• For Helm Based : http://cx-channels-twitter-connector-svc:8080

• Add the following 5 custom attributes (all type = String2000, marked as Required):

  • CONSUMER-KEY

  • CONSUMER-SECRET

  • TOKEN-KEY

  • TOKEN-SECRET

  • BEARER-TOKEN

Channel Connector

• Add a connector named Twitter Channel Connector

• Choose the previously created Twitter Channel Provider

• Input the 5 API credentials into their respective fields

Channel

• Expand the TWITTER channel section and click Add new channel

• Suggested name: Twitter

• Service Identifier: Twitter Account ID

• Bot ID: Select EF-Bot or another default bot

• Channel Connector: Select Twitter Channel Connector

• Customer Activity Timeout: 180 seconds

• Channel Mode: HYBRID

• Agent Selection Policy: LONGEST AVAILABLE

• Agent Request TTL: 100 seconds

• Routing Mode: PUSH or PULL

• Choose a Queue or List depending on routing mode

Twitter Connector Runtime Behavior

1. After launching the Twitter Connector application

2. Fetch ChannelTypeID of Twitter from the link.

3. Register the channel type using the provided API link

4. The connector runs in PULL MODE, fetching Twitter messages periodically based on API rate limits

Media Upload Behavior

Summary

Twitter's Developer Portal and API documentation provide detailed information about utilizing the v2 API endpoints and functionalities. Be sure to refer to these resources for the most accurate and updated information.