Using Twitter in Gnatta

This article will provide an insight into Twitter in Gnatta and the features that are available.  

Channel Overview

When you add your Twitter account (see adding channels here) the key streams that are added are your Mention Rule (Public @ Mentions) and Inbox (DMs). Once the account has been added the triggers for new messages will be available in Workflow (see our guide on handling new messages here). 

Using our guide, both public and private messages from the same customer will be kept together. To get around this, you may want to use the workflow entity Echo.IsPrivate (True or false) to determine the queue of the interaction. Usually, our clients will prioritise their public queues over private messages.

Twitter Features

  • Public Tweets and replies
  • Private messaging (DMs Inbound and Outbound)

Advanced Features

  • Quick Replies – Our auto-replies support adding quick replies to give customers options to choose from and control the customer journey. 
  • DM Welcome Message – Ability to set a message that is sent when a customer opens sends a DM to your page.
  • Deep Linking – Enabling this provides users with a reply box button to be able to send a link/button to customers in Public Tweets. When the customer clicks this are taking straight to your pages DMs to begin a private conversation. 

File Limits

  • Inbound Public: PNG, JPG, GIF
  • Inbound Private: PNG, JPG, GIF
  • Outbound Public: PNG, JPG, GIF 
  • Outbound Private: N/A

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