Stay on top of discussions happening on Twitter with this integration, which will allow you to:

  • Connect your Twitter handles to your Kustomer account
  • Respond to Direct Messages and public @mentions from within the Kustomer Platform

View Likes on your company’s Tweets (restricted to Likes from brands only).

How it works

The Kustomer for Twitter integration allows you to connect multiple Twitter handles to your Kustomer account. The integration allows two dedicated channels: private Direct Messages (DMs) and public @mentions, including Likes from other brands (not users).

You can choose whether DMs, @mentions, or Likes are brought into Kustomer for each connected Twitter handle. If a Twitter handle matches an existing customer record, it will be automatically added to their timeline in Kustomer.

Seamless omnichannel support

To deliver exceptional support, it’s crucial that agents can see the entire context of the conversation, and have the ability to switch conversations between channels. With Kustomer, agents can even follow up via email, chat or any other channel, to continue the conversation that started with an inbound Tweet.

View Twitter conversations unfold in real-time

Real-time updates are critical when customers expect quick responses. All incoming DMs and @mentions populate in Kustomer in real-time, with no refresh needed. Kustomer displays the user’s location, handle, avatar, followers, following, verification status, and more to enable personalized support at scale.

Discover trends, evaluate performance and optimize service

Understand how Twitter is performing as a channel of support with Twitter Channel reports. Monitor the health of your service operations, manage SLAs and proactively spot inefficiencies by tracking KPIs at a team and agent level using Team Pulse.

Check out our knowledge base article to learn more.


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