Article updated: September 13, 2021
Add a Twitter account to Sparkcentral
Add a Twitter account to manage engagement and messages on tweets, retweets, comments, and direct messages. Each Twitter account has its own user name, email address, and password, and therefore must be added separately.
Add a Twitter channel
- On the Settings tab, expand Channels & Business Hours, and then select Channels. Tip: Make sure that you are already logged in to the applicable Twitter profile in a separate browser window. Sparkcentral uses the profile you are currently logged in to in step 3. If needed, you can manually log in to another account.
- 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
- On the Settings tab, expand Channels & 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 mediums, up to 255 characters. When you save the new channel display name, it is visible to all users in the channel selector in Conversation view.
- Auto-Ownership – Agents can automatically own conversations after responding. When this option is disabled, conversation ownership must be manually assigned. When a conversation status is set to Resolved, all ownership is removed.
- 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 this 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 this 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 – This role can move conversations to Pending or Resolved, view the channels they have access to, and add tags, notes, and topics to conversations. They can not reply to conversations. This role may be useful for training new agents.
- Contributor –This role 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 do not have access to reports.
- Supervisor – This role has all of the permissions a Contributor, as well as the ability to access the Reports tab. To view reports, a user must have the Supervisor role for the applicable channel.
- Admins may also toggle access on and off for All Users and All Teams.