Product

Speed up customer service with quick replies & welcome messages

By Ian Cairns
Tuesday, 1 November 2016

We’re excited to announce two new features to create better conversational experiences between businesses and people on Twitter. Quick replies and welcome messages in Direct Messages make it easier for businesses to guide people to better outcomes through a combination of simple automation and human service.

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.

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Introducing Welcome Messages and Quick Replies

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.

When quick replies and welcome messages are used together, businesses can reduce wait times and educate people on the best ways to interact with them. For example, they can enable faster resolutions by helping customers more easily provide information to solve problems before an agent sees the first message, or they can simplify automated services and transactional flows that were difficult in the past.

Connecting Brands and Consumers

Companies including TFL are launching new experiences in Direct Messages that make use of these features.

Phil Young, Head of Online at Transport for London (TfL), said: “Millions of people across London check their phones every day to get the latest travel information on social media, apps and web. Making this as easy as possible is key to helping customers avoid delays and we are always looking to try new things to improve the experience. We are delighted to be the first European transport authority piloting this latest innovation from Twitter and we’re sure that followers of our live Tube and rail travel feeds will love this improved experience.”

Developer Solutions
We’ve worked closely with Conversocial, Spredfast, Sprout Social, Assist, and Conversable to bring these features to market. If you’re interested in creating automated experiences in Direct Messages for your business, contact those developers directly for more information. We’re working with a wider group of partners who will offer solutions to their customers soon as well.

Get started
These features start rolling out today. For people on Twitter with the latest version of our app, they can start a Direct Message conversation with accounts like @EvernoteHelps, @PizzaHut, @AirbnbHelp, @SpotifyCares, @NortonSupport, @Tesco, @TfLTravelAlerts, @Gov, @WeatherNetwork, and @AirTailor.

If you’re a business that provides support in Direct Messages, you can greet people with a welcome message starting today by setting up your default welcome message in the support settings page of Twitter Dashboard.

The developer APIs that power these features are currently in private beta. If you’re a developer and are interested in building these types of solutions in Direct Messages, you can sign up and apply for access here.

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@cairns

Ian Cairns

@cairns

Product Manager, Twitter