Article updated: July 20, 2022
Add a Twitter account to Sparkcentral
Add a Twitter account to manage engagement and messages on tweets, retweets, comments, and direct messages. Because each Twitter account has its own user name, email address, and password, Twitter accounts must be added separately.
Add a Twitter channel
- Go to Admin settings, expand Channels and business hours, and then select Channels. Tip: Make sure that you are already logged in to the Twitter profile in a separate browser window. Sparkcentral uses the profile you are currently logged in to in step 3.
- Select Add channel, and then select Twitter.
- Select Authorize app to authorize and link Sparkcentral with your Twitter account.
When the authorization process is complete, the Twitter account you added appears as a channel in Sparkcentral.
Edit a Twitter channel
- Go to Admin settings, expand Channels and business hours, and then select the Edit icon next to the channel you want to edit.
- Enable, disable or modify any additional features available:
- Custom display name – Admins can customize the channel display name for all platforms, up to 255 characters. When you save the new channel display name, it is visible to all users in the channel selector under Conversation view.
- Auto-assignment – Agents can be automatically assigned conversations after they respond. When this option is disabled, the conversation must be manually assigned. When a conversation status is set to Resolved, it is unassigned.
- Auto-resolve New queue - Automatically move conversations from the New queue to the Resolved queue. By default, all conversations older than 30 days are automatically resolved. You can change the default setting, and you can set different times for each channel.
- Auto-resolve Pending queue - Automatically move conversations from the Pending queue to the Resolved queue. By default, all conversations older than 30 days are automatically resolved. You can change the default setting, and you can set different times for each channel.
- Team access – Users who belong to a team have access to that team's channels. A user can be a member of more than one team.
- Channel access - Users with channel access can have one of three roles:
- Viewer – Agents with View access can move conversations to Pending or Resolved, view the channels they have access to, and add tags, notes, and topics to conversations. They can't reply to conversations. This role may be useful for training new agents.
- Contributor – Agents with Contributor access can move conversations to Pending or Resolved, view the channels they have access to, add tags, notes, and topics to conversations, and reply in conversations. Contributors don't have access to reports.
- Supervisor – Agents with Supervisor access have the same permissions as Contributors, as well access to Reports. To view reports, a user must have Supervisor access for the applicable channel.
- Admins may also toggle access on and off for All users and All teams.
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