With over 330 million active users and millions of messages more being sent between people and businesses every month on Twitter/X, brands need tools to manage these interactions at scale. The Conversational Cloud seamlessly integrates with Twitter/X, offering brands the opportunity to reach consumers on one of the most popular social messaging channels in the world.
Set up is easy and allows your agents to create ongoing connections with valuable customers right away.
The product will listen to:
- Tweets mentioning the brand or meeting the Social Monitoring rules (including keywords, #hashtags and @mentions)
- Direct messages (DMs) sent to the brand's account
Capabilities for the agent:
- Reply to public Tweets
- Reply to direct messages
- Supported message types:
- Text (including emojis)
- Text with link to initiate a direct message conversation (in the public channel)
- See an embedded view of the original public message in the social widget
- Preview of media (images and videos) within the Agent Workspace
- Create internal (private) messages
- Reply to historical messages in closed conversations
- Gain access to bot and automation support
Twitter/X Capabilities
Liveperson offers even more capabilities for Twitter/X on top of the foundational Social Messaging capabilities.
- Simple bot integrations — Brands can plug their own bots into Twitter/X direct messages. Bots can then offer service and sales assistance to customers, with seamless transition to a human agent when required.
- In-depth reporting — Track and report on the most important Twitter/X interactions (tweets, quoted tweets, and direct messages) with detailed performance metrics within Liveperson’s platform.
- Support consumer from multiple accounts — Respond to a consumer from multiple brand accounts in the same conversation.
- Secure forms — Secure forms allow brands to perform identification and authorization, share PII information to generate leads or to perform a registration process during a conversation in a PCI compliant environment.
- Character limit for tweets — Agents can send public messages (tweets) within the character limit of 280 that is standard for the platform.
- Invite to Direct messages — Agents can add an Invite to Direct link in their public replies without the link taking up character space in the Tweet. In the UI, the button 'turns on' to indicate the addition of the link to the reply, rather than getting included in the text itself.
- Post Conversation Survey — Gather feedback from consumers and measure their success across the direct messaging channel with the Post Conversation Survey.
- Social Monitoring — Track potential conversations on Twitter/X using hashtags, mention, keywords, and much more to find opportunities for strategic advantage and customer support. Read more about it here.
- Content moderation — Brands can allow agents to like and delete agent (brand) messages from the Agent Workspace.
Getting started
Contact your LivePerson representative in order to enable Social Messaging on your Conversational Cloud account.
Configuration of Twitter/X is self serviced via the Management Console. Make sure you are logged in to the brand Twitter/X account on the native platform to get started.
Manage Twitter/X interactions at scale with the Conversational Cloud, seamlessly integrating with one of the world's most popular social messaging channels, reaching over 330 million active users.
Follow the steps below to add your brand's Twitter/X account to the Conversation Cloud:
1. Adding Twitter/X to the Conversation Cloud
Log into your Conversation Cloud account and click Channel Setup under the Manage tab in the hamburger menu.
The Channel Setup page appears.
Scroll down to find the Twitter option and click Get Started. The Twitter integration page appears.
On the Twitter/X integration page click Proceed to configure. The Twitter/X configuration page appears.
Click Connect account. The Authorise LivePerson page appears.
Provide the credentials for the brand's Twitter/X account and click Authorise app. The Twitter/X configuration page appears.
2. Configuring Twitter/X in the Conversation Cloud
Configuration options:
- Direct: Click to enable or disable the ability for agents to receive and reply to messages to/from this account from the direct channel.
- Public: Click to enable or disable the ability for agents to receive and reply to messages to/from this account from the public channel.
- Delete: Click the delete icon to remove the account.
Scroll down to view remaining configurations relevant to your brand.
Configuration options:
- Brand account: Select the brand account from the dropdown menu.
- Enable Social Widget for Twitter/X: Click to allow agents to view the Social widget for conversations from Twitter/X.
- Enable deletion of Agent messages: Click to allow the agent to delete its own messages for social channels.
- Enable agent to change the handle: Click to allow agents to make changes to the handle and enhance the agent experience.
Click Done. The configuration is saved.
The brand's Twitter/X account is now connected and configured with the Conversational Cloud.
Ready to launch the next channel? Click here to proceed.
