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Twitter DM Integration with Vtiger CRM

L
Lavanya R
6 Jul, 2026 - Updated  3 months ago

Feature Availability

Vtiger Editions: One Professional | One Enterprise

Introduction

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:

  • Have a Twitter business account.
  • Integrate your Twitter account in the Vtiger Social module. 
  • Enable the Twitter user in the Websense Widget in the CRM.

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: 

  • The Widget will display all the Twitter accounts added to Vtiger CRM. You must select and enable the account users to use Twitter in Live Chats. 
  • Though Websense is available by default, you will have to activate Websense, the first time you use it, which is available by default.

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.

Use Case: Managing Customer Support Through Twitter Direct Messages

Imagine a customer sends a Direct Message (DM) to your business on Twitter with a product-related question or support request. Instead of switching between Twitter and your CRM, your support team can manage the entire conversation from Vtiger.

After integrating your Twitter account with the Vtiger Social module, all incoming Twitter Direct Messages are routed to the Live Chats module. Support agents can identify Twitter conversations, view customer messages, and reply directly from the Live Chats console. This enables your team to respond quickly, keep conversations organized, and provide timely customer support without leaving Vtiger CRM.

Key Features

The key features of Twitter DM with Live Chats are:

  • Handle customer conversations from multiple messaging channels in one place.
  • Access complete chat history through conversation transcripts.
  • Evaluate agent performance using customer ratings and chat metrics.
  • Maintain conversation privacy with the Private option.
  • Respond to customer queries efficiently from the Live Chat Console.

Benefits

The benefits of using Twitter DM with Vtiger’s Live Chat are: 

  • Seamless Communication: Businesses can connect their Twitter Direct Messages (DM) directly with the Vtiger Live Chat platform. This enables a seamless flow of communication, allowing businesses to respond to customer queries directly from the CRM.
  • Centralized Customer Interactions: Integrating Twitter DM with Vtiger CRM consolidates all customer interactions in one place.
  • Social Listening and Engagement: Allows businesses to monitor and engage in real-time conversations happening on Twitter.

In this article, you will learn about:

  • Twitter DM integration with Vtiger CRM
  • Creating your Twitter account
  • Setting up Twitter direct messaging in the CRM
  • Replying to messages in the CRM
  • Disabling Twitter DM in Vtiger CRM

Key Terminology

Key Term

Definition

Twitter

This is a website for social networking where people use brief messages known as tweets to communicate.

Direct Message

A message is sent directly from one user to another on social media apps.

Add-on

Add-ons in Vtiger CRM typically provide additional functionality, customization options, and integration capabilities.

Twitter DM

It is a private messaging feature that allows users to have one-on-one conversations with other Twitter users.

Widget

A widget refers to a small application or component that provides specific functionality and can be added to different areas of the CRM interface. 
 

Integrating Twitter DM with Live Chat

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.

Prerequisites

Ensure you have a Twitter account before integrating Twitter Direct Messages with Vtiger. 

Let's look at each step.

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

Step 1: Creating a Twitter user account in the Vtiger Social module

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:

  1. Log in to the CRM.
  2. Go to the main Menu.
  3. Go to Marketing.
  4. Look for Campaigns.
  5. Click Social. The Social module opens.
  6. Click Twitter under Add Social account. An Authorize Vtiger CRM access to your account page opens.
  7. Enter your Twitter account credentials to log in.
  8. Click the Authorize app.
Or
  1. Click Sign up for Twitter if you do not have credentials.
  2. A Join Twitter Today page opens.
  3. Click any of the following:
    1. Sign up with Google. A Choose an Account to continue to twitter.com message is displayed.
      1. Select an account you want to use to sign in to Twitter. A confirm you want to sign in to twitter.com message is displayed.
      2. Click Confirm to continue or Cancel to not sign in. 
    2. Sign up with Apple. A Use your Apple ID to sign in to Twitter message is displayed.​​​​​​
      1. Enter your Apple ID credentials. Or
    3. ​​​Create account. A Create your account page opens.​​​​​​
      1. Enter or select the following information:
        1. Name: Enter your name.
        2. Phone number: Enter your phone number. 
        3. Date of birth: Enter your date of birth.
      2. Click Next.​​​​​​
      3. A Customize your Experience page opens. 
        1. Enable Track where you see Twitter content across the web for Twitter to personalize your experience.​​​​​​ ​​​​​​
      4. Click Next.
      5. Click Sign up. An Authenticate your account message is displayed.
      6. Click Submit. A Verify phone message is displayed.
      7. Enter the code sent to your phone.
      8. Click OK.
      9. Enter the password.
      10. Click OK.
 Once installed, you will find it in the Live Chat module.

Step 2: Enabling Direct Messaging on Twitter

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:

  1. Log in to your Twitter account.
  2. Click More.
  3. Click Settings and Privacy.
  4. Click Privacy and Safety.
  5. Click Direct Messages.
  6. Select Manage who can message you directly.
  7. Enable the Enable message requests from everyone checkbox.

Your Twitter account will now be visible to other Twitter users.

Step 3: Integrating Twitter Direct Messaging in Vtiger CRM

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:

  1. Log in to the CRM.
  2. Go to the main Menu.
  3. Click Settings from the bottom-left corner of the menu. The Settings page opens.
  4. Search for Widgets.
  5. Go to the Twitter tab.
  6. Enable the Twitter Messenger toggle. The Twitter accounts configured in the Social module will be displayed.
  7. Enable the Status toggle of the Twitter account.
  8. Click Save.

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.

Replying to Messages in the Vtiger CRM

You can reply to Twitter DM messages from the Live Chat console’s conversation window.  You cannot initiate a conversation but only reply to messages received from Twitter.

Follow these steps to reply to a message: 

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Essentials > Conversations.
  4. Go to the Live Chats module.
  5. Look for new messages from Twitter in the Chat. The Chat window opens.
  6. Start typing your message.
  7. Click Send

The chat has been updated with your reply. 

Sending Images in Your Messages

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.

Viewing Twitter Messages in Live Chats

You can view and manage Instagram messages directly from the Live Chats console.

Follow these steps to view Instagram messages:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Essentials > Conversations.
  4. Click Live Chats.
  5. In the Live Chats console, select Twitter from the All Channels drop-down list.

The Twitter conversations are displayed in the Live Chats console.

Creating Cases from DM

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.

Disabling Twitter DM in Vtiger CRM

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:

  1. Log in to the CRM.
  2. Go to the main Menu.
  3. Click Settings from the bottom-left corner of the menu. The Settings page opens.
  4. Search for Widgets.
  5. Click the Twitter tab. 
  6. Enable the Twitter Messenger toggle. The Twitter accounts configured in the Social module will be displayed.
  7. Disable the Status toggle of the Twitter account you want to delete.
  8. Click Save.

Your Twitter DM account will now be disabled from the CRM.

Troubleshooting Tips

The following are the issues users encounter while using Twitter DM with Live Chats:

  1. Twitter messages are not appearing in the Live Chats module:
    1. Ensure your Twitter account is connected successfully to the Vtiger Social module.
    2. Verify that all required permissions were granted during the authorization process.
    3. Refresh the Live Chats module and check again.
  2. Unable to connect your Twitter account:
    1. Verify that you are using the correct Twitter account credentials.
    2. Disconnect and reconnect your Twitter account if the authorization process was interrupted.
    3. Ensure your internet connection is stable before attempting the integration again.
  3. Unable to send replies to Twitter messages:
    1. Confirm that your Twitter account is still connected to Vtiger CRM.
    2. Check that the conversation was initiated by the customer, as agents cannot start new Twitter Direct Message conversations from Vtiger.
    3. Reconnect the Twitter account if the issue persists.
  4. Authorization or permission errors:
    1. Review the permissions granted during the authorization process.
    2. Reauthorize the Twitter account if the access permissions have been revoked or modified.

Limitations

The following limitations apply when using Twitter Direct Messages with Vtiger Live Chats:

  • Message reactions are not supported: Reactions added to Twitter Direct Messages are not displayed in Vtiger CRM.
  • Two Twitter accounts configured in Vtiger cannot communicate with each other through the Live Chats module.
  • You can configure up to ten Twitter accounts for Twitter Direct Message integration.
  • File attachments are not supported: You cannot upload or send attachments through Twitter Direct Messages in Vtiger.
  • Agents can only respond to incoming customer messages: They cannot initiate a new Twitter Direct Message conversation from Vtiger CRM.

References

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