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Twitter Adds Welcome Messages and Quick Replies in DMs

     
4:35 pm on Nov 1, 2016 (gmt 0)

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Customer service ought to have gotten easier with twitter's new quick replies and welcome messages available in Direct Messages.

For those of us supporting clients or our own customer service on twitter, this has to be a very useful and helpful addition.

Welcome messages let businesses greet people and set expectations as they enter a Direct Message conversation—without requiring people to send the first message. Businesses can create multiple welcome messages and deep link directly to a specific greeting from Tweets, websites, or apps. Welcome messages help businesses demonstrate their commitment to service and help people learn what options exist to engage with a business in Direct Messages.

Quick replies 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. Twitter Adds Welcome Messages and Quick Replies in DMs [blog.twitter.com]
10:55 pm on Nov 1, 2016 (gmt 0)

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Like e-mail auto-responders I fear this will generate a lot of unnecessary noise. I know that when I get messages like that I generally assume that the company doesn't care enough to have a person answer.
10:24 am on Nov 2, 2016 (gmt 0)

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Valid point Bill. However engaging more with clients/users directly through DM is an interesting addition. Especially the auto message option can be useful for initial relationship building.
6:23 pm on Nov 2, 2016 (gmt 0)

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Twitter's doing what we'll see much more of from many others very soon. Chat bots and automation will become commonplace, even if it's disliked.