Twitter Integration

by Marc Staine

Last updated: 20-Sep-2018

Supportbench will setup your Bench to handle all of your Twitter handles and include incoming mentions and direct messages directly in your workflows. Using Twitter in your Bench you will be able to:

• Handle multiple twitter handles.
• Assgin handles to companies and contacts.
• Watch your handles for incoming tweets and be alerted on anything new and incoming.
• Manually create cases by looking at your twitter feed or have your Bench auto-create direct messages and mentions directly into cases.
• Create workflows based on your tweets.

How to setup your Twitter handle for Supportbench

1. Go to https://dev.twitter.com and click on the "Sign In" link on the top right corner of the screen to sing into your account.
    
2. After you have logged in, go to the apps section located here: https://apps.twitter.com.
    
3. Click on "Create New App".
    
4. Fill in the application details. 
   
   
5. Create your access token by going to the Keys and Access tokens tab and clicking on "Create my access token".
    
6. Set your access to "Read, Write and Access direct messages".  
   
   
    
7. You will then have to regenerate your access token as in step 6 to make the new security settings take effect.
    
8. You now should have your consumer key, consumer secret, OAuth access token, and OAuth access token secret.

Setup your Bench

1. Click on "Twitter" under the integrations heading.
   
   
    
2. Fill out your settings.
   
   Name: A friendly name for this handle setting.
   Handle: The actual handle of this account. i.e. @myhandle
   Description: Optional description of the handle.
   Consumer Key: Found within your twitter app settings.
   Consumer Secret: Found within your twitter app settings.
   Access Token: Found within your twitter app settings.
   Access Token Secret: Found within your twitter app settings.
   Convert direct/private messages to cases: Have your Bench automatically create direct messages into cases without manual intervention. 
   Convert mentions to cases: Have your Bench automatically create all mentions into cases without manual intervention. * This may create a lot of traffic.
   Default Queue: The default queue to assign automatic tweet to case conversions if no workflows are assigned.  Used in the top 2 options.
   Active: Turn on or off this handle for proccessing.
    
3. Click on "save".

Manage your Twitter feed

1. To manage your feed that have not been auto-converted to cases, click on your case & article list.
    
2. Click on the new tab named"Twitter".
    
3. Select the handle to view on the left.
    
4. The following options are available:
   
   Click on the tweet: This will convert the tweet to a case and assign it to you.
   
   Select your tweet(s) from the left and click on one of the following options:
   
   Grab: Create cases from the selected items and assign those cases to yourself.
   Trash: Trash the tweets.  This will NOT delete the tweets, only remove garbage them from your feed view that dont need to be created as cases.  They will still be viewable from the company and contact feeds if assigned.
   Refresh: Refresh your view.
   Assign: Create cases from the selected items and assign those cases to another agent or queue.