Twitter has launched two new features aimed at businesses which use the service as a customer support channel: Quick replies and welcome messages.
“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,” said Twitter.
Welcome messages let businesses greet people and set expectations without requiring people to send the first message, said Twitter.
“Businesses can create multiple welcome messages and deep link directly to a specific greeting from Tweets, websites, or apps.”
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.”
— Twitter Advertising (@TwitterAds) November 1, 2016