Twitter Connector – Feature Guide

Overview

The Twitter connector in Expertflow CX allows businesses to engage with their customers by managing and responding to Twitter comments directly within the CX interface. It supports core engagement actions such as viewing comments and replying to them. The connector operates in PULL MODE, fetching new tweets, replies, and mentions at regular intervals.

Supported Features

Reply to a Comment

• Agents can reply to comments received on company tweets.

• Replies are sent back to Twitter as public comment replies.

• Twitter’s public interaction model is used; replies are visible to all users.

Hide Comment

• Agents can hide comments directly from the Expertflow CX interface.

• Hidden comments will no longer be visible to the public on Twitter but will remain accessible to the agent.

Like Comment

• Agents can like comments from within the Expertflow CX interface.

• The like will be reflected on the corresponding comment in the Twitter feed.

View Full Post

• Agents can click on 'View Full Post' to see the original tweet and some recently associated comments (replies).

• Posts with media display a link to the Twitter post page rather than embedding the media.

Operational Behavior

• The Twitter connector functions in PULL MODE, meaning it periodically polls Twitter’s API to fetch new messages, replies, and mentions.

• Messages are fetched based on API limits and scheduled intervals.

• Once a message is pulled, it appears as a new interaction request in the Agent Desk.

For additional limitations and constraints, refer to the Twitter Connector Limitations & Key Highlights document.