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X (Twitter) Campaign Delivery Status Notifications

This feature is available starting with CX5.12.0.

One-line summary:
Outbound X campaign comment replies now get a delivery status such as Sent, Failed, or Bounced, so campaign operators can see whether X created the reply, hit a technical/API problem, or permanently rejected the target.

What this feature does

When a campaign (or CCM) sends an outbound X comment reply to a tweet, the Twitter connector calls X’s comment-reply API.

  • If X accepts the reply and returns a tweet ID, the connector records Sent.

  • If X (or the transport) fails, the connector records Failed or Bounced, depending on the error.

This applies only to outbound comment replies. Direct messages and moderation actions are not part of this reporting.

CCM returning HTTP 200 on the outbound request is only an acknowledgement that CCM received the send. That is not a campaign Sent.

Delivery statuses

Status

What it means

Sent

X accepted the comment reply and returned a tweet ID. The reply exists on X. It does not mean the customer opened or saw it.

Failed

The send did not succeed as a permanent target rejection. Typical cases: transport/timeout, X 401 (auth), 429 (rate limit), 5xx, validation errors, or any error code not on the bounce list.

Bounced

X returned a configured permanent target/account error (user missing, suspended, blocked, or not allowed to see the post).

Not tracked for this channel: Delivered and Read. X does not provide reliable receipts for comment replies, and the connector does not invent them.

Also excluded: Hide and Like (moderation) do not create campaign delivery notifications. Direct messages are not on this reporting path.

Where campaign operators see this

Statuses are posted to CCM as delivery notifications and show on campaign delivery reporting for that outbound X comment reply (Sent / Failed / Bounced).

This does not add a new event type in Agent Desk conversations. Agents still see the usual X comment thread. Campaign Sent/Failed/Bounced is reporting, not a customer-visible chat status.

What this means for campaign operators

  • You can tell whether an outbound campaign comment reply was created on X, failed technically, or was permanently rejected, without treating “API called” as success.

  • Inbound mentions and replies in Agent Desk work as before. This release does not change how these conversations are handled.

  • Scope is outbound campaign (and CCM) comment replies only.

What is not included in this release

  • No Delivered status

  • No Read tracking

  • No automatic retry of a failed or bounced comment reply

  • Hide, Like, and DMs are our of scope

Bounced classification gap: Bounced is used only when X returns a numeric error code that is on the bounce list. Live X often returns 403 (or similar) with a message and no code. That is recorded as Failed, not Bounced. Unusual or new X error formats may also stay Failed until the bounce list is updates

FAQ

Does this apply to all reply types, or just comments?
Comment replies only. Hide, Like, and DMs do not get these campaign delivery statuses.

Does a Bounced status affect the customer's opt-in/consent status?
No. Bounced is a campaign delivery result for that send. It does not change consent or opt-in.

Is Sent the same as the customer having seen the reply?
No. Sent means X created the comment reply and returned an ID. It is not a read or impression.

Why did a blocked or protected target show Failed instead of Bounced?
Bounced needs an allowlisted numeric X error code. If X only returns HTTP 403 (or another error) without that code, the connector records Failed.

Is CCM reasonCode: 200 the same as Sent?
No. That is CCM’s ACK that it accepted the connector’s request. Campaign Sent is a later delivery notification with reason SENT.