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.

Ensure you understand and comply with Twitter's API usage policies, including rate limits and guidelines specific to Twitter API v2.
Regularly check the Developer Portal for updates, announcements, or changes in policies related to the v2 API.

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

After launching the Twitter Connector application
Fetch ChannelTypeID of Twitter from the link.
Register the channel type using the provided API link
The connector runs in PULL MODE, fetching Twitter messages periodically based on API rate limits

Media Upload Behavior

Images: Max size = 5 MB

GIFs: Max size = 15 MB

Videos: Twitter allows up to 512 MB, but Expertflow CX limits it to 25 MB

Limitation

Twitter supports multiple media uploads per tweet/comment, but the current implementation in CIM only processes one attachment per message due to limitations in CIMMessage structure

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.