Create and Respond to Twitter Direct Messages

Twitter Direct Messages allow Customers to contact you through Twitter and handle the Conversation directly in Gladly. 

How Twitter Direct Messages come into Gladly #

Tweets remain outside of Gladly unless the tweet is converted to a private message using the Twitter Direct Message link. When a Customer clicks on the Direct Message link, the Twitter Message can then be handled directly in Gladly. Social listeners/managers who convert tweets into a Conversation in Gladly will need to know the Twitter account ID to create a direct message link. An Administrator can provide this information.

Create a Direct Message link #

A Direct Message link must be created in order to convert a Twitter Direct Message into a Conversation in Gladly.

1. The Twitter user ID is found on the Twitter Direct Messages settings page. Contact your Gladly Administrator to get the Twitter ID.

2. Reply to the tweet with your message using the following code: https://twitter.com/messages/compose?recipient_id={your account’s numeric user ID}.

3. The Send a private message link will appear in the post. The Customer can click on the link, and it will start a private Twitter Direct Message in Gladly. The next available Agent in the Inbox assigned to receive Twitter Direct Messages will be offered the request.

Accept and reply to a Twitter Direct Message #

1. You’ll be taken directly to their Customer Profile after accepting an incoming Twitter Direct Message where you’ll find the Tweet Composition screen pulled up, ready for you to start your response. You can also view the original tweet by clicking on the tweet hyperlink. 

2. When you’re happy with your response, click the Send button to send it off to the Customer. You can stay on the Customer Profile and wait for them to reply or navigate away to handle other Customer requests in the meantime. When the Customer replies, click Reply to respond to the Customer.

Send a Twitter Direct Message to a Customer #

Twitter Direct Messages not only allows your Customer to contact you, but you can also message them directly through their Twitter account. 

1. From the Customer Profile, click the Gladly + icon, then click Tweet.
2. Enter your tweet message, then click Send. The message will appear in the Conversation Timeline. When the Customer responds, you will see a green notification banner. Just select Reply to reply to the Customer. 

• If using Answers to send a reply back to a Customer, replies with a hyperlink will not appear like a hyperlink in the Conversation, but Twitter will translate it back to a link

End a Twitter messaging session #

A Twitter messaging session ends if:

• The Customer stops responding, and the session ends automatically.
• The Conversation is closed by clicking Close & Next or Close.
• The last incoming message is marked as No Reply Needed.