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Setup your Twitter channel

If you are using a self-hosted Chatwoot installation, please setup your Twitter inbox as described in this guide.

For the cloud version of Chatwoot, please follow the steps below.

Step 1. Go to Settings → Inboxes → “Add Inbox”.

inbox_create

Step 2. Click on the "Twitter" icon.

list_of_channels

Step 3. Click on the "Sign in with Twitter" button.

sign_in_with_twitter

Step 4. You will be redirected to Twitter. Click on the "Authorize app" button.

authorize_twitter

Step 5. "Add agents" to your Twitter inbox.

add_agents

Hooray! You have successfully created a Twitter inbox. You will now be able to manage Twitter DMs as well as tweets mentioning you from Chatwoot.

finish_inbox

Additional Inbox settings

Your freshly configured Twitter inbox should now appear in your list of inboxes. To see this and to make additional settings in your Twitter inbox, go to Settings → Inboxes → click the gear icon on the associated Twitter inbox. You will see the following screen:

twitter settings in chatwoot

You can make some basic changes here.

Settings tab

Enable channel greeting. Once you enable this, Chatwoot will send a greeting message to new conversations created through your Twitter inbox.

Enable CSAT. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section.

Collaborators tab

Click on the Collaborators tab. Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox.

You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox.

twitter team settings in chatwoot

Click on Update to save the changes.

Business Hours tab

Click on the Business Hours tab. In this section, you can set the working hours of your team associated with the Twitter inbox.

twitter business hours settings in chatwoot

Click on the check box for Enable business availability for this inbox if you have well-defined business hours.

Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours.

You can also select the available business hours for each day of the week, along with the proper time zone.

twitter business hours advanced settings in chatwoot

Click on the Update Business Hour Setting Button.