Twitter / X integration

Connecting your Twitter (X) account to Deskwoot lets you manage direct messages alongside all your other support channels in one shared inbox. Instead of switching between platforms, your team can respond to customer DMs directly from Deskwoot. Keeping conversations organized and response times low.

Connecting Your Twitter (X) Account to Deskwoot

Follow these steps to link your Twitter account:

1. In Deskwoot, navigate to Settings > Inboxes > Add Inbox.
2. Select Twitter from the list of available channels.
3. Click Sign in with Twitter. You will be redirected to Twitter's authorization page.
4. Review the permissions Deskwoot is requesting and click Authorize app to grant access.
5. Once authorized, you will be redirected back to Deskwoot. Your Twitter inbox is now active and ready to receive messages.

How It Works

When someone sends a Direct Message to your connected Twitter account, it automatically appears as a new conversation in Deskwoot. Your team can then reply, assign the conversation to specific agents, add internal notes, and use all the standard Deskwoot inbox features. Just as they would with any other channel.

Troubleshooting & Common Pitfalls

• Authorization fails: Make sure you are logged into the correct Twitter account in your browser before clicking "Sign in with Twitter." If you manage multiple accounts, sign out of any unrelated ones first.
• Messages not appearing: Verify that the inbox is set to active in Settings > Inboxes. Also confirm that the sender's message is a Direct Message, as public mentions and replies are not pulled into the inbox.
• Disconnected account: Twitter may revoke app access if you change your password or adjust app permissions on the Twitter side. If this happens, remove the inbox in Deskwoot and reconnect using the steps above.

Best-Practice Tips

• Enable DMs from anyone: In your Twitter account settings, allow Direct Messages from all users (not just followers) so customers can reach you without needing to follow your account first.
• Use assignment rules: Set up team assignment or round-robin routing in Deskwoot to ensure Twitter DMs are handled promptly by the right agents.
• Keep responses concise: Twitter DMs support longer text than tweets, but customers on the platform generally expect quick, to-the-point replies.

Frequently Asked Questions

Can I connect more than one Twitter account?

Yes. Repeat the setup process for each account by adding a new inbox. Each connected account will appear as a separate inbox in Deskwoot.

Are public tweets or mentions synced to Deskwoot?

No. The integration handles Direct Messages only. Public mentions and replies on Twitter are not imported into your Deskwoot inbox.

What happens if I disconnect the Twitter inbox?

Existing conversations will remain in Deskwoot for reference, but no new Direct Messages will be received. You can reconnect the account at any time to resume syncing.