Twitter / X integration

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:

1. 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.
2. In Deskwoot, navigate to Settings > Inboxes > Add Inbox.
3. Select X from the list of available channels.
4. 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).
5. Copy the webhook URL shown in the form and set it as the Account Activity webhook URL in the X Developer Portal.
6. 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