ConnectWiz for X
Premium channelOn X, support is public. Answer like the room is watching.
A complaint on X isn’t a ticket — it’s a broadcast. ConnectWiz pulls mentions into a triage queue, moves sensitive details to DMs (encrypted ones included, through our own bridge), and publishes honest statuses for the one piece still in X’s approval queue.
Mentions & replies
The public-facing side of your support operation
Mentions in the queue
Every @mention and reply lands in the shared triage desk with thread context — assigned, answered and measured like any conversation, never left aging in a social manager’s tab.
Public replies from the desk
Respond to public posts without switching apps — with Wiz drafting a calm, on-brand answer from your content and a human pressing publish.
Handles become contacts
The person quote-posting you today is the customer from March — the CRM knows, so you do too, before you type a word.
Public fix, private details
Resolve where the complaint was public, then move order numbers and addresses to DM — the playbook the room expects, built into one conversation view.
DMs & encrypted chat
Even X’s encrypted chats reach your inbox
X moved DMs to end-to-end encryption — and most tools simply went blind. ConnectWiz runs its own decryption bridge, so encrypted conversations are readable and answerable from the same desk.
Outbound DMs, with media
Send direct messages — text and media — straight from the conversation view, the natural second step after a public reply.
Encrypted X Chat, bridged
Our dedicated bridge holds the account’s encrypted session, decrypts incoming X Chat messages and delivers them into your inbox — both directions work.
The one-device rule, upfront
X allows exactly one device to read an account’s DMs. Connect ConnectWiz and the desk becomes that device — your phone’s X app won’t read them simultaneously. Every tool has this constraint; we’re the ones who tell you before you connect.
Inbound push In review
Real-time inbound DM delivery is built against X’s Account Activity webhook and awaits X’s access approval. Until it clears, inbound DMs arrive by polling — honestly labeled, never quietly degraded.
The honest fine print
X’s platform realities — stated, not discovered
One approval pending
Everything on this page except real-time inbound DM push is live. That one capability sits in X’s Account Activity queue — a wait X controls, published here until it clears.
X’s API is metered
X bills API usage — which is why our pollers read conservatively instead of hammering. Your channel doesn’t burn your API budget to feel "real-time".
One DM reader per account
The encrypted-DM device rule is X’s, permanent, and applies to everyone. Plan your team’s workflow around the desk being the reader — that’s the honest operating model.
AI drafts, humans publish
Public X replies default to human-approved. An AI publishing unsupervised to an audience of screenshots is a risk we don’t sell.
Premium channel
What it costs
ConnectWiz side
- X is a premium channel: a Pro-plan channel pick, or $19/month as an add-on
- AI drafting draws on your plan’s normal AI allowance
X side
X’s developer API has its own access tiers and metering, billed by X to the developer platform — not per-message fees charged to you. We pace our API usage so the channel runs sustainably within it.
Better together
X, wired into the same machine
Mentions ride the inbox
Public mentions and DMs land as routed conversations — departments, assignment, tags and the full history, beside every other channel your team runs.
Handles join the contact
An X handle federates onto the same CRM record as the person’s email and WhatsApp — the account tweeting at you angrily might be your biggest customer, and now you’d know.
Drafts for the public record
Public replies on X travel further than any other support writing. Wiz drafts from your knowledge base; a human approves; the reply ships with your name on it.
Flows watch the keywords
Escalation on words like "refund" or "lawyer", business-hours behavior, VIP routing — the same flow machinery, applied to the fastest-moving public channel.
The playbook
Public first, private when it matters
Lane the mentions
Praise amplifies, complaints escalate, leads route to sales — three lanes with three clocks, instead of one anxious person refreshing notifications.
Take it to DMs deliberately
The classic motion — acknowledge publicly, resolve privately — works because the DM continues on the same contact with the public thread attached. Nothing is retyped, nothing is lost.
Keep the support handle clean
A dedicated support handle with routed lanes reads as competence in public — and keeps the brand handle’s mentions from drowning your queue.
The next mention is coming either way.
Decide today whether it reaches a queue — or a screenshot.