When engaging with a customer on X (Twitter), it may be necessary to take a conversation from a public to a direct message. This can be the case for support requests that involve handling sensitive customer data.
To make that transition as seamless as possible, you can insert a specially-formatted link into any public response you post (tweet). The link will be transformed into a simple call-to-action; when the customer clicks on it, they will be forwarded to X (Twitter)'s direct message dialogue, from which they can easily engage with you directly.
To insert a link for a direct message in Engage, simply check the Invite to a private conversation checkbox when replying to a public post.
Please note that the link is counted against X (Twitter)’s character limit for posts.
After hitting the Reply button, the link will be inserted and your post published.
When the user sends you a direct message via that link, it will appear in your Engage message feed where you can continue the conversation via direct message.
Note:
For the link to work correctly, you have to go to your X (Twitter) account settings and check the box next to Receive Direct Messages from anyone under Security and Privacy.
For more information, please visit X (Twitter)'s help center article direct messaging.