"How to Connect Twitter (X) to On-Chat"

Introduction

Twitter (now rebranded as X) is a global social network where customers frequently reach out to brands via Direct Messages (DMs) and public mentions. By integrating Twitter with On-Chat, your support team can manage all Twitter communications from one place—responding faster and keeping every conversation organized.

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Prerequisites

• An active On-Chat account with admin access
• A Twitter (X) Business or developer account
• A Twitter Developer App with appropriate API permissions
• Read and write permissions enabled on your Twitter App

Step 1: Access On-Chat Inbox Settings

Log in to your On-Chat dashboard at app.on-chat.live. Click Settings in the left sidebar and select Inboxes. Click Add Inbox to start the new channel configuration.

Step 2: Select Twitter as Your Channel

In the channel list, click on Twitter. The Twitter integration configuration panel will appear, requiring you to authorize On-Chat to access your Twitter account.

Step 3: Authorize On-Chat with Your Twitter Account

Click Sign in with Twitter in On-Chat. You will be redirected to Twitter's authorization page. Log in to the Twitter account you want to connect and approve the requested permissions. These permissions allow On-Chat to read DMs and post replies on your behalf.

Step 4: Configure Your Twitter Inbox

After authorization, return to On-Chat and configure your Twitter inbox. Enter a descriptive inbox name such as "Twitter Support" and assign it to the team or agents responsible for social media. Click Create Inbox to complete the setup.

Step 5: Set Up Twitter DM and Mention Routing

In your inbox settings, configure which events should create conversations in On-Chat—typically Direct Messages and @mentions. You can also set up automation rules to route specific keyword mentions to specialized teams or trigger auto-replies for common questions.

Step 6: Test the Integration

Send a Twitter DM or @mention to your business account from a test account. Verify the message appears in your On-Chat inbox. Reply from On-Chat and confirm the response is posted on Twitter within seconds.

Best Practices

• Monitor your On-Chat Twitter inbox frequently during peak hours as Twitter users expect fast replies
• Use On-Chat labels to tag Twitter conversations by topic (billing, support, sales) for analysis
• Set up automated first responses to let customers know you received their message
• Review Twitter engagement reports in On-Chat to understand your most common support topics