[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:af-NA":36,"kb:categories:1:af-NA":37,"kb:brandArticles:1:0:af-NA":38,"kb:articleDetails:76:af-NA":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":56,"category":60,"relatedArticles":63,"relatedTagsArticles":84},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":53,"updatedBy":54,"tags":32,"includeForAi":19,"authorName":55},76,5,"Setting up X","\u003Cp>Connecting an X (Twitter) account to Pleased lets you turn direct messages, public mentions and keyword matches into tickets, and reply from your official account without leaving Pleased.\u003C\u002Fp>\u003Ch2>Step 1 — Connect the account\u003C\u002Fh2>\u003Col>\u003Cli>Go to Settings in the left-hand menu.\u003C\u002Fli>\u003Cli>Select Channels, then Twitter.\u003C\u002Fli>\u003Cli>Select Add New Account.\u003C\u002Fli>\u003Cli>Sign in with your X credentials.\u003C\u002Fli>\u003Cli>Authorise Pleased to access the account.\u003C\u002Fli>\u003Cli>Choose the brand that should receive tickets from this account.\u003C\u002Fli>\u003Cli>Save.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The account then appears in the Twitter settings list.\u003C\u002Fp>\u003Ch2>Step 2 — Assign a brand\u003C\u002Fh2>\u003Cp>Every X account must be linked to a brand. All tickets created from mentions, DMs or keyword matches belong to that brand.\u003C\u002Fp>\u003Cp>To change it: Settings > Channels > Twitter, select the account, choose the brand from the dropdown, save.\u003C\u002Fp>\u003Ch2>Step 3 — Configure what creates tickets\u003C\u002Fh2>\u003Cp>Each capture option has its own toggle, so you can enable only what you want to handle.\u003C\u002Fp>\u003Ch3>Capture incoming direct messages as tickets\u003C\u002Fh3>\u003Cp>Creates a private ticket from each customer DM, so all support DMs are managed inside Pleased.\u003C\u002Fp>\u003Ch3>Capture mentions as tickets\u003C\u002Fh3>\u003Cp>Creates a ticket whenever your handle is mentioned. If your handle is \u003Ccode style=\"background-color: rgba(129, 139, 152, 0.12);\">@pleased\u003C\u002Fcode>, any post mentioning \u003Ccode style=\"background-color: rgba(129, 139, 152, 0.12);\">@pleased\u003C\u002Fcode> raises a ticket.\u003C\u002Fp>\u003Ch3>Capture keywords as tickets\u003C\u002Fh3>\u003Cp>Creates tickets from posts matching keywords you configure, catching relevant complaints even when the customer never mentions your handle. For example:\u003C\u002Fp>\u003Cul>\u003Cli>\"payment not working\"\u003C\u002Fli>\u003Cli>\"account locked\"\u003C\u002Fli>\u003Cli>\"can't withdraw\"\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Step 4 — Set up welcome messages\u003C\u002Fh2>\u003Cp>A welcome message greets users when they open a DM conversation. Before it can work, X itself must allow message requests from anyone:\u003C\u002Fp>\u003Col>\u003Cli>In X, go to More > Settings and privacy > Privacy and safety > Direct Messages.\u003C\u002Fli>\u003Cli>Enable Allow message requests from everyone.\u003C\u002Fli>\u003Cli>Return to Pleased and add your welcome message.\u003C\u002Fli>\u003C\u002Fol>\u003Ch2>Step 5 — Allow replies via this account\u003C\u002Fh2>\u003Cp>Two settings control which account replies are sent from:\u003C\u002Fp>\u003Cul>\u003Cli>Make replies from this Twitter account\u003C\u002Fli>\u003Cli>Use this account if replying from another account is not allowed\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Together these keep replies coming from the correct brand's official account.\u003C\u002Fp>\u003Ch2>Reply limitations\u003C\u002Fh2>\u003Cp>Pleased does not use X's enterprise API tier, and X restricts what lower tiers may reply to. In practice:\u003C\u002Fp>\u003Cul>\u003Cli>Replies to direct messages and to posts that mention your handle work normally.\u003C\u002Fli>\u003Cli>Replies to posts captured by keyword — where the customer never mentioned your handle — may be rejected by X. The reply fails rather than being posted silently.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Plan around it: use keyword capture to \u003Cem>see\u003C\u002Fem> what is being said and to raise the ticket, but expect to need a mention (or a DM) before you can answer in the thread. Where a keyword ticket cannot be answered on X, reply through another channel the customer has given you, or engage the post from your own account so a mention exists.\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>Tickets are not created from mentions. Check Capture Public Mentions as Tickets is enabled, a brand is selected, and the X permissions were properly authorised.\u003C\u002Fp>\u003Cp>DMs are not appearing. Check Capture Incoming Direct Messages as Tickets is enabled, that Allow message requests from everyone is on in X, and that the integration is still active.\u003C\u002Fp>\u003Cp>Replies are failing. Check Allow Replies Via This Account is enabled, that your account permits replies from third-party tools, and try re-authenticating the integration. If the ticket came from a keyword match rather than a mention or DM, X's API access level may be blocking the reply outright.\u003C\u002Fp>\u003Cp>Keyword triggers are not working. Confirm the keyword criteria are active, that posts genuinely match your rules, and that the keyword feature is enabled.\u003C\u002Fp>","2026-08-21T15:24:15.000+00:00",16,"2026-08-21T15:34:49.000+00:00",23,"Fedir Kovalenko",[57],{"id":48,"brandId":18,"categoryId":58,"parentSectionId":32,"position":48,"title":59,"description":59,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},3,"Channel Setup",{"id":58,"brandId":18,"position":58,"title":61,"description":62,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Getting Started","Getting Started with Pleased",[64,67,70,73,76,79,80],{"id":65,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":66,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},71,"Setting up inbound emails",{"id":68,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":69,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},72,"Setting up outbound emails",{"id":71,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":72,"titleTranslated":32,"position":71,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},73,"Setting up Telegram",{"id":74,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":75,"titleTranslated":32,"position":74,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},74,"Setting up the App Store",{"id":77,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":78,"titleTranslated":32,"position":77,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},75,"Setting up Webforms",{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":81,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":82,"titleTranslated":32,"position":83,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},94,"Setting up Facebook",95,[]]