Configure Twitter Integration with HappyFox

With Twitter fast becoming the de-facto channel for customer service online, HappyFox lets you integrate your organization's twitter handles with your helpdesk account.

Using Twitter Integration, you can do the following, within HappyFox:

  • Convert Twitter mentions into tickets, send replies.
  • Convert Twitter Direct Messages into tickets, send response messages.

Available on all pricing plans.

Plan based limit on the number of linkable handles: Mighty - 2, Fantastic - 5, Enterprise - 7 and Enterprise Plus - 10.

How to Integrate your Twitter account to HappyFox

  • Log in to HappyFox.
  • Go to Apps >> Social Media >> Twitter.
  • Click Install. In the subsequent screen, click "Link Twitter".
  • You will be asked to Authorize HappyFox.
  • You will then be redirected to HappyFox and you can see the list of all the handle you've just linked to HappyFox.

Configuring Individual Twitter accounts:

After successful linking, the next step would be to configure which Twitter accounts you would want to support within your helpdesk.

Choose the "Gear" Icon present for each account to manage their individual settings.

You will be able to toggle:

  • Status - Enable to make corresponding Twitter Account Integration active.
  • Mentions - Enable to convert twitter mentions into tickets in HappyFox
  • Direct Messages - Enable to convert Twitter Direct messages into tickets in HappyFox.

Additionally, you must associate an existing Non-Email Integrated HappyFox Category for the corresponding Twitter account. Tickets will be created under the chosen category.

How to identify Tickets that were created from Twitter in HappyFox?

Lookout for the "Twitter" icon adjacent to the Ticket Subject.

Responding to Twitter Direct Messages inside HappyFox:

Once you've successfully set up the Twitter integration and enabled "Status" and "Direct Messages" toggles for the corresponding account, you will be able to see Direct Messages being converted as Tickets inside HappyFox.

You can proceed to compose a reply to the ticket, just like you would for a Twitter direct message, the same will be propagated to twitter. The customer would see the exact response you sent from HappyFox on their Twitter direct messages.'Raised by' Name carries the name of the contact, who messaged to your twitter account. 

Responding to Twitter Mentions inside HappyFox:

Once you've successfully set up the Twitter integration and enabled "Mentions" and "Status" toggles for the corresponding Twitter account, you will be able to see Twitter mentions tweeted by customers being converted as Tickets inside HappyFox.


Any replies to the ticket will be propagated to twitter as replies to the tweet.

HappyFox checks for new tweets/DMs once every 10 minutes. All new data from the last 10 minutes will then be pulled in.


Note: The twitter usernames mentioned in the initial message along with the linked account will be auto-populated in the add update field for your perusal.

Note: The character limit for Twitter replies is set to 280. The corresponding character  count will be dynamically displayed while you compose your reply inside tickets page.

 

Replies/Direct Messages Sent Directly From Twitter:

If you choose to reply to a  Direct message/tweet directly from Twitter instead of your HappyFox helpdesk, then "Sent From Twitter" placeholder can be seen in the corresponding ticket update for your convenience.

Disable Twitter Integration :

  • Go to Apps >> Social Media >> Twitter.
  • Click on Manage
  • Toggle "Twitter Integration Status" to enable/disable the integration.

If you'd want to unlink specific accounts, then click the "Gear Icon" next to the account and click "UNLINK".

To know how Twitter Integration works with HappyFox Classic, please refer to the document attached.