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.
Step 1 — Connect the account
- Go to Settings in the left-hand menu.
- Select Channels, then Twitter.
- Select Add New Account.
- Sign in with your X credentials.
- Authorise Pleased to access the account.
- Choose the brand that should receive tickets from this account.
- Save.
The account then appears in the Twitter settings list.
Step 2 — Assign a brand
Every X account must be linked to a brand. All tickets created from mentions, DMs or keyword matches belong to that brand.
To change it: Settings > Channels > Twitter, select the account, choose the brand from the dropdown, save.
Step 3 — Configure what creates tickets
Each capture option has its own toggle, so you can enable only what you want to handle.
Capture incoming direct messages as tickets
Creates a private ticket from each customer DM, so all support DMs are managed inside Pleased.
Capture mentions as tickets
Creates a ticket whenever your handle is mentioned. If your handle is @pleased, any post mentioning @pleased raises a ticket.
Capture keywords as tickets
Creates tickets from posts matching keywords you configure, catching relevant complaints even when the customer never mentions your handle. For example:
- "payment not working"
- "account locked"
- "can't withdraw"
Step 4 — Set up welcome messages
A welcome message greets users when they open a DM conversation. Before it can work, X itself must allow message requests from anyone:
- In X, go to More > Settings and privacy > Privacy and safety > Direct Messages.
- Enable Allow message requests from everyone.
- Return to Pleased and add your welcome message.
Step 5 — Allow replies via this account
Two settings control which account replies are sent from:
- Make replies from this Twitter account
- Use this account if replying from another account is not allowed
Together these keep replies coming from the correct brand's official account.
Reply limitations
Pleased does not use X's enterprise API tier, and X restricts what lower tiers may reply to. In practice:
- Replies to direct messages and to posts that mention your handle work normally.
- 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.
Plan around it: use keyword capture to see 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.
Troubleshooting
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.
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.
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.
Keyword triggers are not working. Confirm the keyword criteria are active, that posts genuinely match your rules, and that the keyword feature is enabled.