You can integrate your Twitter account with the Live Chat feature in Vtiger CRM for direct messaging (DM).
If you are a Twitter user, the Twitter DM integration allows you to respond to Twitter DM conversations directly from the Live Chat window in the CRM.
To use and respond to Twitter direct messaging in the Live Chat window, you need to:
Once you have successfully integrated the Twitter account, the Twitter DM icon will be visible in the conversation window in the Live Chat console.
Note:
Messages sent by customers via Twitter will be visible in the Live Chat conversation window for support agents. The Twitter DM icon indicates Twitter messages. They can directly respond to these messages from this window. They can also attach and upload documents, images, and other files along with the messages.
Note: Agents can only receive customer messages and cannot initiate a conversation.
The Live Chat console is where an agent interacts with the customers. Let us see the different components of the Live Chat console.
Agents can respond to customer messages or queries that arrive from different channels like Twitter, Facebook Messenger, WhatsApp, etc., in the Conversation window.
You can view chat history in Live Chats by clicking the View Transcripts button. This displays the conversation records of interactions between agents and customers.
Agents’ conversations with customers can be rated in the Chat Rating and Metrics section. The rating can be given by the customer or the agent's superior. This helps in monitoring the agent’s performance and improving it if needed.
You can also keep your conversations private by clicking the Private icon in the chat window. When you choose the Private option, your messages will not be visible to others.
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Here are some benefits of using Twitter DM with Vtiger’s Live Chat:
In this article, you will learn about:
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Integrating Twitter DM with Vtiger Live Chat, lets you send direct messages to the CRM from your Twitter account. This will help agents to respond quickly and address customer queries efficiently.
Pre-requisites:
Follow these steps to integrate Twitter DM with the Live Chat module:
Step 1: Creating a Twitter user account in the Vtiger Social module
Step 2: Enabling Direct Messaging on Twitter
Step 3: Integrating Twitter Direct messaging in Vtiger CRM
To use Twitter Direct messaging, you must first integrate your existing Twitter account (or create a new one) with the Vtiger Social module.
Follow these steps to integrate your Twitter account with Vtiger Social:
Once you have created a Twitter account, you must enable Direct Messaging on Twitter for other Twitter users to send you a message.
Follow these steps for other Twitter users to send you a direct message:
Your Twitter account will now be visible to other Twitter users.
Now that you have integrated Twitter with the Vtiger Social module, let us see how to use Live Chat for direct messaging.
Follow these steps to set up Twitter Direct Messages:
Agents can now Twitter DM in the Channels drop-down in the Live Chats Conversation window. This will also enable your customers to send you a message from their Twitter accounts.
Note: The Twitter tab will only be displayed if your account is integrated with Vtiger’s Social module.You can reply to Twitter DM messages from the Live Chat consoles’ conversation window. You cannot initiate a conversation but only reply to messages received from Twitter.
Follow these steps to reply to a message:
You have successfully replied to the chat.
In Twitter DMs, you can send and receive text-based messages, emojis, and certain types of media like GIFs, videos, and static images as attachments.
When you add or upload an image to a Twitter DM from the conversation window, the customer receives the image as a PNG file.
If you receive an image from a customer, the image URL will not show the image, unless you are in a message session (mobile or web). To display images sent via Twitter directly from the message window, you must first authenticate the user and download the images. You then store the images in the Websense service and use its static URL to display them.
In Twitter DMs, agents can create cases directly from the Live Chat window. When you click on the More icon, a drop-down appears. You can select Add Case from the drop-down. A workflow cannot be added to create cases from a direct message.
You can disable a configured Twitter account from the CRM. You cannot receive or send messages to this Twitter account.
Follow these steps to disable the Twitter DM account in the CRM:
Your Twitter DM account will now be disabled from the CRM.
You must integrate your Twitter account with the Vtiger Social module to use Twitter DM. To integrate your Twitter account with the Vtiger Social module, you must authorize your existing Twitter account credentials in the Social module.
If you do not have a Twitter account, you can also Sign up for a Twitter account from the Vtiger Social module. Once your account is created in the Social module, you must enable it on the Vtiger Settings page.
By going to the Websense> Widgets page In Vtiger Settings, you can enable your account by simpling changing your account status to active. Once your account is active, you can send messages from your Twitter account to Vtiger CRM.
The Support agents can then access the Live Chats module in Vtiger CRM. A Live Chats conversation window will appear on the left side of the page. The chat agents can identify the messages by selecting Twitter from the channel drop-down.
You can also find the Twitter icon in the chat window that helps you to identify if the message is received from Twitter. If your Twitter account is integrated with the Vtiger Social module, you can send messages to Vtiger CRM.
You will find a Twitter icon in the Live Chats module. The Support agents can identify messages received from Twitter. They will then pick up messages from Twitter and respond to your queries.
Finally, you can send Direct messages to Vtiger CRM from your Twitter account and get all your queries resolved at the earliest.