Twitter / X integration

Updated Oct 20, 20265 min read

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Connect your Twitter/X account to handle Direct Messages from Deskwoot. Create an app in the X Developer Portal, paste its keys into Deskwoot and register the webhook URL. Inbound DMs land as conversations; agents reply from Deskwoot, customer gets the reply via Twitter. Public mentions and tweets are NOT synced (DM-only integration). Useful for brands where customers prefer X for support.

The Twitter (X) integration in Deskwoot pulls direct messages into your shared inbox so the same team responds to X DMs alongside email and chat, without ever opening twitter.com. Instead of switching between platforms, your team can respond to customer DMs directly from Deskwoot. Keeping conversations organized and response times low.

Connecting Your Twitter (X) Account to Deskwoot

Follow these steps to link your Twitter account:

In the X Developer Portal, open your app and go to Keys and tokens. You need the API Key and API Secret, an Access Token and Access Token Secret, and the Bearer Token.
In Deskwoot, navigate to Settings > Inboxes > Add Inbox.
Select X from the list of available channels.
Enter an Inbox Name and fill in API Key, API Secret, Access Token, Access Token Secret, Bearer Token and Your X User ID (the numeric user ID of the X account that receives the DMs).
Copy the webhook URL shown in the form and set it as the Account Activity webhook URL in the X Developer Portal.
Click Create Inbox. Direct Messages to your X account now arrive in this inbox.

How It Works

When someone sends a Direct Message to your connected Twitter account, it automatically appears as a new conversation in Deskwoot. Your team can then reply, assign the conversation to specific agents, add internal notes, and use all the standard Deskwoot inbox features. Just as they would with any other channel.

Troubleshooting & Common Pitfalls

No messages arrive: Check that the webhook URL from the inbox form is set as the Account Activity webhook URL in the X Developer Portal, and that Your X User ID is the numeric ID of the account that receives the DMs.
Some messages are missing: Confirm that the sender's message is a Direct Message, as public mentions and replies are not pulled into the inbox.
Disconnected account: Twitter may revoke app access if you change your password or adjust app permissions on the Twitter side. If this happens, generate new keys and tokens in the X Developer Portal, delete the inbox in Deskwoot and connect it again with the steps above. The keys of an existing inbox cannot be changed.

Best-Practice Tips

Enable DMs from anyone: In your Twitter account settings, allow Direct Messages from all users (not just followers) so customers can reach you without needing to follow your account first.
Use assignment rules: Set up team assignment or round-robin routing in Deskwoot to ensure Twitter DMs are handled promptly by the right agents.
Keep responses concise: Twitter DMs support longer text than tweets, but customers on the platform generally expect quick, to-the-point replies.

Frequently asked questions

Are public tweets imported?

No, DM-only. Public mentions, replies and retweets: none of those sync. If you need public mention monitoring, use a separate tool like Brand24 or Mention.

Can I send a Twitter DM to a user who hasn't messaged me?

No. The compose button in Deskwoot does not offer X, so you cannot start a new DM from Deskwoot. You reply to the DMs customers send you.

What if my Twitter access gets revoked?

Happens when you change your X password or revoke app permissions. The inbox stops working. Settings → Inboxes → delete the broken inbox and create a new X inbox with fresh keys from the X Developer Portal.

Can I connect multiple Twitter accounts?

Yes. Each Twitter account becomes a separate inbox. Useful for multi-brand companies with different X accounts per brand.

Does the bot reply to Twitter DMs?

Yes, once you switch it on. Fynn answers X DMs as on any other channel: he detects the language and replies from your knowledge sources. Above his first reply, customers see a line such as "Fynn, the AI assistant of Acme". Useful outside your working hours, when DMs would otherwise wait.

What about media in DMs?

The text of incoming DMs shows up in the conversation. Images and videos in a DM are not shown; a DM that only contains media appears as a short placeholder. Files you attach to a reply are sent as a download link in the DM text, valid for 7 days.

Are there DM length limits?

Yes, 10,000 characters per DM (much higher than tweet's 280). Most teams keep DMs short anyway since customers expect quick X-style replies.

Does the integration use Twitter API v1 or v2?

Replies go out through the X API v2. Incoming DMs reach Deskwoot through the Account Activity API webhook that you set up in the X Developer Portal.

Will customer responses to bot replies come back to Deskwoot?

Yes. The DM thread persists; subsequent customer messages thread to the same conversation in Deskwoot. The bot or an agent can pick up the next turn.

What if Twitter (X) restricts free API access further?

Depending on Twitter's API tier changes, some features may need a paid Twitter Developer account. We update the integration guide when policy changes; check the help center for the latest.

Can I see DM analytics in Reports?

Partly. Reports has no inbox filter, but the table Avg response time by channel lists each inbox with its conversations and average first response time, so your X inbox has its own row.

What happens if I disconnect the Twitter inbox?

Existing conversations will remain in Deskwoot for reference, but no new Direct Messages will be received. You can connect the account again at any time as a new inbox.

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