A new feature called “custom profiles” in Direct Messages in Twitter introduced on Wednesday, allows businesses to make private conversations more human and personal by better emphasizing the real face, name, and title of the person speaking, as well as more clearly indicate when a bot is speaking.
Custom profiles can help people identify when they are speaking to a human versus not, which helps manage their expectations about the types of replies they might receive, twitter says.
The first partner to use this feature is T-Mobile, who have launched @TMobileHelp account to deliver an even more personalized experience through Twitter custom profiles.
“While T-Mobile uses custom profiles to highlight the human aspect of their service, custom profiles also create the opportunity for businesses to add personality to automated experiences by incorporating real or fictional characters, like branded bots,” writes Twitter.
Business looking to enable custom profiles in Direct Messages, can reach here.
For developers, the new versions of Direct Message APIs, currently in private beta, now include support for custom profiles, can apply for access here.