For downloadable customers: in order to connect your Twitter account you must create a Twitter application and set up the Twitter app key and secret in LiveAgent. Please read this guide for more details.
Connecting with Twitter enables you to do brand monitoring and respond to tweets that require action. Responses are directly sent as tweets.
LiveAgent turns all important tweets into tickets so your support team can respond, retweet or just archive them.
You are able to check the comments added to your own tweets.
If you add an account you want to follow to "Query" (mentioned in Step 6) you can display the account´s retweeted posts as tickets.
Connecting Twitter account
Step 1: Navigate to Configuration>Twitter->Twitter accounts and click Add twitter account.
Step 2: Popup window will show up. There you have to log in with your Twitter username and password and then click the Authorize app.
Step 3: Once your LiveAgent is connected with Twitter, click on Edit to activate the account.
Step 5: In the next screen check the "Status" checkbox and click Save. This will make the account active and start fetching tweets.
Step 6: By clicking on "Add new query" you are able to define whos retweets you would like to display as tickets.
Now you can define your own list of queries - monitoring tweets generated on Twitter
Here are a couple of examples on how to search for specific tweets and turn them into tickets:
| Example | Finds tweets... |
|---|---|
| twitter search | containing both "twitter" and "search". This is the default operator |
| "happy hour" | containing the exact phrase "happy hour" |
| love OR hate | containing either "love" or "hate" (or both) |
| beer -root | containing "beer" but not "root" |
| #haiku | containing the hashtag "haiku" |
| from:twitterapi | sent from the user @twitterapi |
| to:twitterapi | sent to the user @twitterapi |
| place:opentable:2 | about the place with OpenTable ID 2 |
| place:247f43d441defc03 | about the place with Twitter ID 247f43d441defc03 |
| @twitterapi | mentioning @twitterapi |
| superhero since:2011-05-09 | containing "superhero" and sent since date "2011-05-09" (year-month-day). |
| twitterapi until:2011-05-09 | containing "twitterapi" and sent before the date "2011-05-09". |
| movie -scary :) | containing "movie", but not "scary", and with a positive attitude. |
| flight :( | containing "flight" and with a negative attitude. |
| traffic? | containing "traffic" and asking a question. |
| hilarious filter: links | containing "hilarious" and with a URL. |
| news source:tweet_button | containing "news" and entered via the Tweet Button |