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• 5.19 • 5.3 • 5.8

Troubleshooting

Receiving Direct Messages in Twitter

If your Twitter account is not receiving DMs, you may need to enable the Twitter setting Receive messages from anyone, located in Settings and privacy > Privacy and safety > Direct Messages.

Direct Messages settings in Twitter

Receiving Messages in Bright Pattern Contact Center

If you can send and receive DMs in your Twitter accounts but cannot receive these messages in your Bright Pattern Contact Center environment, reset your integration account’s webhook. To do this, take the following steps:

• In the Contact Center Administrator application, section Call Center Configuration > Integration Accounts, locate your Twitter integration.
• Click Set Webhook, remove your contact center name (e.g., your_contact_center.brightpattern.com), click Set Webhook, then click Apply.
• Next, click Set Webhook, replace the tenant name, click Set Webhook, then click Apply.

Note: If the permissions for your Twitter app changed, you will need to regenerate the existing keys and access tokens and apply the changes to your integration configuration.

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