Deploying to X

Prerequisites

• An X account that receives direct messages from your customers
• A plan that includes X. The pricing page shows which plans do
• A published flow ready to deploy
• Owner, manager or admin access to the workspace, since those roles connect accounts

Connect an Account

1. Open your flow in the Flow Editor and click "Deployments"
2. Choose X as the platform, then click "Connect an X account"
3. X opens its own window. Sign in as the account customers message and approve the request
4. When the window closes, the account is connected and selected

Messages sent to the connected account are answered by the flow you deploy.

What Reaches the Bot

The bot answers standard direct messages sent to the connected account, and each one appears in your inbox as a conversation.

Encrypted chats

Messages sent in an encrypted chat on X never reach your bot or your inbox. Ask customers to use a standard direct message.

Customers who closed their messages

A customer who has closed their direct messages to your account cannot be reached, so a reply to them does not arrive.

Files

Files are not sent or received on X. When a customer sends one, it shows as a note in the conversation.

Replies

Agents reply from the inbox, and the customer receives the reply as a direct message on X. Replies are text only, so the composer does not offer files on X conversations. There is no reply window: you can answer a customer whenever you like.

Replying from the X app

If someone on your team answers a customer from the X app, the reply shows in the inbox and the bot stops answering that conversation, the same as replying from the inbox. Hand the conversation back to the bot from the inbox when you are done.

X Usage and Billing

Every message received from X and every message sent to X counts as X usage.

While you have the bot switched off, messages sent to the account do not reach the bot or your inbox, and they do not count. A bot that has stopped answering because of your plan, or because a usage limit other than your X budget was reached, still receives messages, and those count, because X charges for them either way. It starts answering again by itself once your workspace allows it.

X usage is billed at what X charges plus a 30% processing fee, up to your X usage budget. Social Growth and Social Scale include some X usage each cycle, which is used first. Once the budget is reached, the account stops receiving direct messages. Any that X delivers before it has stopped sending them still count. It starts again when your next billing cycle begins, when you set the budget above what this cycle has used, or when you change plan.

Testing

1. Send your X account a standard direct message from another account
2. Your flow should answer
3. The conversation appears in your inbox, where an agent can take over at any point

What a flow can send

• Text replies
• A numbered list when there are choices, where the customer replies with a number

Mentions and replies on public posts are different from direct messages and are not answered here.