Overview

Kayako can interact with your connected Twitter account in a few different ways. The settings you have available to configure are selecting which brand to link, setting what events to capture, and showing tweets in your Help Center.

If you have multiple brands, you can set Kayako to link Tweets or messages received by the Twitter handle to a specific brand. Kayako can be set also to capture events such as direct messages, mentions, and favorited tweets.

On top of that, Kayako can display the latest "non-@mention" Tweets sent from the linked account in your Help Center. This is useful if you use that account to keep your customers up to date with news and events.

NOTE: Only new messages sent to your Twitter account will be captured after the integration has been set up.

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Prerequisites

• To configure Twitter settings in Kayako, you will need an administrator account with the 'Manage channels' permission.
• Before you can configure the Twitter settings, you need to add a Twitter account to Kayako first.

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Solution

To edit the configuration settings for a Twitter account, follow these steps:

1. Sign in to Kayako and go to the admin area.
2. Under the 'CHANNELS' heading, click the Twitter link.
3. From the Twitter settings page, hover over a Twitter account you'd like to edit, and click Edit.
   • NOTE: If you have not added a Twitter account yet, add a Twitter account to Kayako first since you won't see anything listed in here.
     
     
4. From the Brand dropdown, select which brand this account is to be associated with.
   NOTE: To learn more, check out our article about multi-brand support. (see screenshot below)
5. Next, under the 'What to capture' heading, you can select what tweets Kayako should capture (see screenshot below):
   • Mentions — Enable this option to capture any tweets that @ mention your twitter account. If the person who tweets has an open conversation, Kayako will add the tweet to the conversation timeline.
   • Direct Messages — Enable this option to capture any direct messages (DMs). Kayako will add the DM to their most recently updated open conversation.
     NOTE: Remember that, by default, Twitter will only allow people you follow to DM you. You can change this in your Twitter security settings.
   • Favorited tweets — Enable this option to capture any tweets that your team 'likes' using this Twitter account. Kayako will create a new conversation for each tweet you 'like'.
6. Finally, click Show latest Tweets from this account in the Help Center toggle to display any tweets you send—that are not replies—on the front page of your Help Center. (see screenshot below)
7. Click the Save button to update your Twitter account settings. 
   
   

 

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Confirmation

Account Settings -  Whichever brand you will select in this section, Kayako will link any Tweets or messages received by the connected Twitter account to that brand.

What to capture - Kayako will start capturing tweets from the events you enabled (direct messages, mentions, and favorited tweets) through the Twitter account into conversations. 

Help Center - If the option is enabled, Kayako will display the latest "non-@mention" Tweets sent from the connected Twitter account in your Help Center.