X/Twitter settings in Sparkcentral

Admins can specify which types of X messages are brought into Sparkcentral by default, whether to automatically split long posts, and whether to include additional agents when replying. To adjust these settings, go to Admin settings, expand Social media, and then select Twitter.

Automatically split posts longer than 280 characters

When this option is selected:

• Number indicators appear at the end of each part of a divided incoming post. For example, a post broken into three messages will have its messages appended with 1/3, 2/3, and 3/3.
• Agents see a message length indicator wheel when composing public X responses. A character countdown appears when a post has 20 characters left.
• When the response exceeds 280 characters, an infinity symbol appears to indicate that the response will be broken into multiple tweets.

When this option is cleared:

• Agents see a message length indicator wheel when composing public X responses. A character countdown appears when a post has 20 characters left.
• When the response exceeds 280 characters, a negative sign countdown appears, and the message cannot be sent until it is reduced to fit within the 280-character limit.

When replying, include all mentioned X users

Admins can set the default behavior for whether additional users are included with customer responses.

• When this option is selected, replies to messages that have involved multiple X handles will be sent to all involved users, in addition to the original customer.
• When this option is cleared, replies to messages will be sent only to the original customer.

Agents can override these settings when replying by selecting or clearing the profiles of individual X users in the Replying to section of the reply box.

Deliver to the queue

Admins can exclude posts and reposts with comments from being brought into Sparkcentral. These options are selected by default when X is added as a social network.

• When an option is cleared, any reposts that are already in the New, Pending, or Resolved queues remain there. All reposts thereafter are no longer brought into Sparkcentral.
• If an option is cleared and then later selected, Sparkcentral resumes including reposts, but any reposts that happened while the option was cleared are not included retroactively.