Twitter launches Customer Service ‘Bots’ for Direct Messages

Last week, Twitter launched new features to its Direct Messages (DM) channel. These features aim at creating a better conversational experience between the brands and its customers. Welcome Messages: It’s an automated message which sets the expectation with the customers as they enter a DM conversation Quick Replies: These will prompt customers with the best reply to a DM. These replies are useful for chat-bots because they