---
title: "Customer service on X: direct messages, replies and mentions in one place"
description: "How to run customer service on X: direct messages, replies and mentions, connecting through the official X API, and practical tips for your support team."
slug: x-direct-messages-customer-service
lang: en
canonical: https://autorply.sa/guides/en/x-direct-messages-customer-service
alternate_ar: https://autorply.sa/guides/x-direct-messages-customer-service
published: 2026-11-10
updated: 2026-11-10
publisher: "Autorply (https://autorply.sa), Official Meta Business Partner"
---

# Customer service on X: direct messages, replies and mentions in one place

Many customers in Saudi Arabia reach businesses on X: they complain in mentions, ask in replies, and follow up by DM. This guide explains how direct messages work in the official X API, what you need to connect, and how to organise replies so no conversation gets lost.

## Three places customers talk to you

- **Direct messages:** Where the real conversation happens: order details, tracking numbers and anything that shouldn't be public.
- **Replies:** Questions under your posts, such as price, availability and opening hours.
- **Mentions:** A customer tags your account in a post, often a complaint or an urgent question everyone can see.

**Best practice:** answer the mention or reply publicly and briefly, then move the details to DM. Everyone sees you responded fast, and the customer's data stays private.

## How direct messages work in the X API

The X API lets you send and delete direct messages on behalf of an account that granted access. These are the operations available, according to X's documentation:

| Operation | What it does |
|---|---|
| `POST /2/dm_conversations` | Creates a new conversation |
| `POST /2/dm_conversations/with/:participant_id/messages` | Sends a message in a one-to-one conversation |
| `POST /2/dm_conversations/:dm_conversation_id/messages` | Sends to an existing conversation, including group conversations |
| `DELETE /2/dm_events/:id` | Deletes a message for yourself |

- **Messages:** text, with media attached through a media ID.
- **Successful response:** returns the conversation ID and the message event ID.

## What you need to connect your account

1. **Approved developer account:** An X developer account with a Project and an App in the Developer Console.
2. **Permission from the account owner:** Connection uses OAuth 2.0 with PKCE, and the owner of the business account approves the permissions.
3. **Access token:** Every request carries the user access token, which is how the platform knows it's sending as your account.

> **Note:** X API pricing and usage limits depend on your access plan, so always check X's official pages before you build expectations on them.

## Practical tips for customer service on X

- **Set a response target:** customers on X expect fast answers, especially to public mentions.
- **Saved replies:** prepare answers to common questions and personalise them before sending.
- **Route conversations:** sales questions to sales, complaints to support, instead of everyone answering everything.
- **Never ask for sensitive data publicly:** order numbers and phone numbers belong in DM.
- **Keep history:** link each conversation to the customer record so any agent can pick it up.

## X alongside WhatsApp and your other channels

The X channel in Autorply brings direct messages, replies and mentions into one inbox with WhatsApp, Instagram and TikTok, so your team answers from one place and shares the work.

## FAQ

### Can I send X direct messages from an external tool?

Yes, through the official X API, once the account owner grants access with OAuth 2.0.

### Can I attach images to DMs through the API?

Yes. According to X's documentation, you can attach media to a message.

### Does deleting a message remove it for the customer too?

X's documentation describes deletion as removing the message for yourself.

### What should I do when a customer complains in a public mention?

Reply publicly with a short, polite answer and ask them to continue by DM for the details.

## Official sources

- [X Developer Platform: Manage Direct Messages introduction](https://docs.x.com/x-api/direct-messages/manage/introduction)
- [X Developer Platform: Manage Direct Messages integration guide](https://docs.x.com/x-api/direct-messages/manage/integrate)

Source: https://autorply.sa/guides/en/x-direct-messages-customer-service