Deploy DMS with a Twitter Channel

While Genesys pays to use Twitter’s Enterprise-level APIs, we also use some of their free APIs as part of our Social Engagement solution. Given the lack of information from Twitter beyond this announcement, we do not know yet how this may affect your use of the Twitter channel through Genesys after February 9th. We will keep this space updated as we learn more.|3}}

For a Twitter channel, you need two installation packages:

• Digital Messaging Server
• Genesys Cloud API Driver for Twitter

The Driver adds Twitter-specific features to DMS and does not require its own Application object in the Configuration Server database.

You can also create a Custom Media Channel Driver.

Important

Tweets from a customer who has a protected twitter account will not enter DMS even if the business twitter account is authenticated to view the protected tweets from the customer’s twitter account.

Prepare the Twitter Channel

1. Deploy DMS.
2. Run the installation for Genesys Driver for Use with Twitter, selecting the desired DMS object.
3. Locate the driver-for-twitter-options.cfg configuration file in the \<Digital Messaging Server application>\media-channel-drivers\channel-twitter directory.
4. In Genesys Administrator Extension, open your Digital Messaging Server Application, go to the Options tab, and import driver-for-twitter-options.cfg, selecting No in response to Do you want to overwrite the existing data?

Configure the Options

Refer to the Genesys Cloud API Driver for Twitter page in the eServices Options Reference.