X (Twitter)

Overview

Mentions, replies, quote tweets and direct messages flow into Intercom as conversations. One X profile = one slot. Setup takes a bit more work than the other channels because X requires a developer account, but the guide below walks through every step.

Authentication

X uses two parallel auth flows and we need both of them:

• OAuth 2.0 handles the bulk of the integration — reading mentions and DMs, sending replies, and webhook subscriptions.
• OAuth 1.0a is used only to authenticate the image proxy that fetches still images from ton.twitter.com, so they stay viewable inside Intercom after X's short-lived URLs expire.

Setting up your X developer account

X requires a paid developer account with both OAuth 2.0 and OAuth 1.0a configured, plus a webhook subscription. Our team handles all of this during setup, but here is what is involved so you know what to expect:

1. You will need an X developer account at developer.x.com with a paid API plan.
2. Inside the portal, a project and app are created with the type Web app, Automated app or Bot.
3. OAuth 2.0 and OAuth 1.0a are both enabled on the app, and a webhook subscription is configured to point at OmniSaaSy.
4. Our team will provide the exact callback and webhook URLs for your workspace during the setup process.

What we will need from you

Once the app is created in the X developer portal, our team will need the following credentials to complete the integration:

• OAuth 1.0a consumer key
• OAuth 1.0a consumer secret
• OAuth 2.0 client ID
• OAuth 2.0 client secret
• Webhook ID shown in the developer portal after the webhook subscription is created.

All credentials are stored encrypted at rest and are never displayed back to your team after the initial save.

Inbound events

Outbound actions

Media handling

Still images on inbound DMs hosted at ton.twitter.com are fetched using the OAuth 1.0a credentials and re-served through OmniSaaSy's authenticated media endpoint, so they remain viewable inside Intercom long after X's original signed URLs would have expired.

Videos and animated GIFs aren't relayed. When a customer sends one, we add an inline note to the Intercom conversation explaining that the attachment couldn't be relayed and pointing the agent to the source post or DM thread on X where they can view it.

Event filtering

By default, mentions, replies, DMs and quote tweets are all relayed. Plain retweets are excluded unless you turn them on. Both options are toggleable per channel in your workspace settings.