![]() Once I’d completed my detailed descriptions I clicked next. You also need to state what functionality you plan to use, as I just wanted to test direct messages to Omnichannel I only selected that option. ![]() Notice that you must enter at least 200 characters, so they are looking for a proper description here not just a few bullets. Now you will be asked to complete loads of information about your use of the Twitter API. As the verification process does require you to have a verified phone number. It was me so I clicked next!īefore starting this process verify a phone number against your Twitter account. ![]() Next you will be asked to confirm this is you. As I was simply creating an app for testing purposes. You can see below that I said I was a hobbyist. You’ll begin by entering the primary purpose of your use of the Twitter API. Simply click the “Apply for a developer account” button to start the process. To begin the process login into you twitter account and navigate to ![]() That process involved more steps than I expected, it seems Twitter does want to know why you are creating apps. Next I needed to create a Twitter developer account. That could get very annoying very quickly!!īelow you can see that I have opened my privacy settings and enabled the option to “Receive messages from anyone” and also disabled the “Show read receipts” option. You don’t want your agents to get a receipt message every time a customer reads a message they sent. As you will want to allow direct messages from anyone.Īnd also prevent read receipts. As my account didn’t work with Omnichannel until I’d actually sent some messages!Įven though you may be using an existing Twitter account, before proceeding you might need to check your privacy settings. make sure you send a test direct message from / to your new Twitter account before configuring Omnichannel. In my example I created a new account simply to support my tests. I guess I could assume you have a Twitter account already! But you may wish to create a new account for testing purposes. Like the other millions of users out there …. Note: I am assuming you have already installed Omnichannel for Customer Service and installed the social channels option. (If you already have a Twitter developer account you can skip some steps.) So, you will need to follow all of the following steps to setup Twitter and Omnichannel. In these notes, I’ll assume you’ll also be creating your first Twitter app. I just used the free approach! This was ideal to get me started but you might need to explore Twitter’s premium options for anything more serious. This was the first Twitter app I’d created, it was a pretty simply process. So using Twitter is really simple! But how can we configure Twitter to work with Dynamics 365 and Omnichannel for Customer Service? In the rest of this post I will focus on how to create a Twitter App and connect it with Omnichannel. The only real limitation I could see was that I couldn’t exchange images with my customer, maybe that capability will come in a later release. Once the conversation has started the agent can chat with the customer via Twitter in the familiar manner. The customer simply sends a direct message in Twitter and it will be routed to the next available agent. You get all the same agent productivity aids like sentiment analysis, agent scripts etc. If you are familiar with Microsoft’s Omnichannel web chat then you’ll quickly realise that “talking” on Twitter is really no different to chatting on other channels. Yet many companies I visit still don’t routinely use Twitter, so maybe it is time for some of them to implement Microsoft’s Omnichannel for Customer Service app.īelow you can see that within Omnichannel for Customer Service my agent has had a request to commence a conversation from Twitter. Twitter averages 330 million monthly active users every month, with 500 million tweets being sent every day! With statistics like these using Twitter to converse with customers seems like a no brainer. I guess I don’t really need to explain how popular Twitter is …. Microsoft’s Omnichannel for Customer Service allows us to communicate with customers on many channels, in this post I will review how to configure the ability to converse with customers using Twitter.
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