Configuring X DM Accounts

Messaging accounts can be configured for X Direct Messages (DM). These accounts use social accounts, and can therefore be used in social configurations and used in the Social Console by social media managers. Likewise, X social accounts that have already been configured for use in the Social Console can be used as a channel configuration for messaging. For more information about configuring X accounts via the Social Apps in the Administration Console, see Configuring Social Media Accounts for X.

X for Conversation Hub Configuration Process

Before using the Conversation Hub to retrieve and route X DM messages, some important provisioning steps are required to establish the account. The following must be performed.

  • Optionally, provision a virtual assistant created in the Botmaster Console. For more information, see eGain Botmaster Console Help.

  • Configure the account in the application. For more details, see Configuring the X DM Account in the Application.

    • Approve Access to X Account.

  • Configure the Messaging channel in Administration. For more information, see see Configuring Messaging Adapters.

  • Test X Direct Messaging and go Live.

Configuring the X DM Account in the Application

To configure a X DM account:

  1. From the Partition and Departments dropdown menu, select a department.

  2. From the Navigation menu, browse to Apps > Chat & Messaging > Accounts. 

  3. On the List page, select a pre-existing X account or, click the New New Button button. 

  4. On the Properties page, provide the following:

    1. Name: Provide a name for the account

    2. Description: Provide a brief description for the account.

    3. Active: Click the Toggle toggle button to make the account active.

    4. Select a network to configure: Select X from the dropdown. 

  5. Click the Connect with X button.

  6. In the window that appears, provide your user credentials for the X account and sign in.

    The username and password of the X account are not stored within the application.

  7. When the access is successfully granted, a Success page is displayed. Copy the access key provided.

  8. Return to the Administration Console and paste the access key into the X Security PIN field.

    If the password to the X account used for the messaging account is changed, then all tokens generated using old credentials become invalid and must be regenerated. 

  9. Click the Generate button. The User ID for the account is generated.

    Configure the X Account

  10. Click the Save button. 

Post X Account Configuration

With the channel account configured and active, a channel configuration must be created and a messaging adapter must be configured before incoming X messages can be converted into activities and routed to queues, to then be handled by agents.

Related Topics