Twitter Launches Two New Customer Service Features

Twitter has introduced two new features to help accounts improve its Direct Message customer service experience: welcome messages and quick replies. Welcome messages are messages that automatically appear when a user opens a Direct Message conversation with an account. These welcome messages allow businesses to immediately explain what they offer and showcases their commitment to good customer service. To create a welcome message, you need to go to the Customer Support section of the Twitter Dashboard and scroll down to the bottom, where it says “Welcome messages”. You will be able to type your welcome message into this box. Quick replies are automated messages that engage the user in a conversation and can in some cases resolve simple queries without the need for a human agent to join the conversation. These quick conversations can be initiated by buttons displaying commonly asked questions, which the user just needs to tap in order to ask the question and get the automated answer. To use quick replies, you need to contact one of Twitter's partner developers.