Why integrate Twitter with Intercom?

  • We’ll route Twitter Direct Messages to your Intercom team inbox, keeping all of your customer communication in one place. 

  • You can read, manage and respond to all Twitter Direct Messages you receive from your Intercom team inbox. 

  • People who send you a message will either get added to Intercom as a user or lead. 

Important: Twitter @mentions won’t get sent to your team inbox. The app only works for Direct Messages. 

How to integrate with Twitter 

Sign into Intercom and go to your app store. Then, search for the Twitter app and click ‘Install now'.

3. Enter your Twitter login details and click ‘Authorize app.’

Once you’ve integrated Twitter with Intercom, go to the settings tab, and add a twitter account:

Note: You can authenticate the app for as many Twitter accounts as you like. You’ll need to authorize Intercom to access each of these accounts.

Anytime someone sends you a Twitter Direct Message, it’ll appear in your Intercom team inbox. You can quickly see if that message was originally sent from Twitter by checking the ‘Sent via’ information below your message. 

If a customer replies in the same message thread after more than 5 days, it will be treated as a brand new conversation in Intercom.

Operator will set reply expectations in new conversations started from Twitter.

In conversations from Twitter, CSAT ratings are collected by asking the customer for a text response. They can reply with a number or emoji:

Best practices for using Twitter with Intercom 

Here are some tips on how to make the most of this app to provide seamless customer support through Twitter Direct Messages: 

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