Two new features “Quick replies” and “welcome messages” in Direct Messages, to creating better conversational experiences between businesses and people on Twitter launches today Nov. 1st.
These features are designed to help businesses create rich, responsive, full-service experiences that directly advance the work of customer service teams and open up new possibilities for how people engage with businesses on Twitter.
With Welcome messages, businesses can create multiple welcome messages to greet people as well as they can set expectations as they enter a Direct Message conversation without requiring people to send the first message, writes Twitter. Businesses can also deep link directly to a specific greeting from Tweets, websites, or apps.
Quick replies, on the other hand let businesses prompt people with the best ways to reply to a Direct Message, whether by choosing from a list of options or guiding users to enter specific text values.
Quick replies and welcome messages are at best when used together, as they let businesses reduce wait times and also educate people how to best interact with them.
Since, the Developer APIs that power these features are currently in private beta, those interested in creating automated experiences in Direct Messages can sign up and apply for access here. As an alternate, devs can also contact following initial partners: “Assist, Audiense, Conversable, Conversocial, Dexter, Hobbynote, Lithium, Massively, Proxima, RozieAI, Spredfast, Sprinklr, and Sprout Social.”
A wider group of partners, who will offer solutions to customers coming soon, twitter said.
Business, who provides support using Direct Messages, can by using the support settings page in Twitter Dashboard, can set a default welcome message to greet people when they start a conversation.
As the features begin rolling out today, people on the latest Twitter app, will start to see these features in Direct Message conversations with accounts like @EvernoteHelps, @PizzaHut, @AirbnbHelp, @SpotifyCares, @NortonSupport, @Tesco, @TfLTravelAlerts, @WeatherNetwork, and @AirTailor.[twitter_video id=”793482809604202496″]