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Twitter’s direct message chatbots: Our verdict

Manufacturers who use Twitter direct message as a customer support software needs to be fairly proud of the platform’s newest addition.

Twitter is now permitting manufacturers to set their very own welcome message, which routinely seems when a consumer opens the DM field. This tells prospects how they will work together with the model and may embody deep hyperlinks and different options.


However the magic is within the platform’s new Fast Replies function, primarily a chatbot which prompts folks with recommendations as to reply and in return gives solutions.

We discovered that Pizza Hut, for instance, is utilizing the DM facility to information folks into ordering meals through Twitter – together with a really tasty image of some scrumptious-wanting pizza (which solely served to encourage us even additional).


Nonetheless, whenever you reply to this, the bot merely sends the identical message once more – giving us the impression that whereas the fundamental performance is there, the chatbots aren’t but massively intuitive or persona-pushed.

We then tried out Tesco’s DM to see what it had in retailer. Curiously, this was very completely different, offering a menu of choices for us to select from.


Whereas that is vastly useful, clicking on one of many choices (we selected the primary one) takes the menu away, and the one method to get it again is to delete your DM dialog and begin once more.

Nevertheless, our favorite use of the bot was from The Climate Community. As you’ll be able to see beneath, it was probably the most interactive, asking us plenty of inquiries to get to the precise outcomes.


Following this dialog, we had been requested if we needed to enroll in each day climate updates, which facilitates an ongoing dialog between the model and buyer, ought to they select to just accept.

The examples above present that manufacturers can actually get so much out of this new performance – however you a) should first have or encourage folks to talk with you through DM and b) work on getting the fitting mixture of welcome message and fast reply.

It is actually price spending time setting this up correctly, and incentivising clients to talk to you by way of DM because it cuts out a variety of time spent answering replies.

The brand new options are because of Twitter’s work with martech corporations comparable to Lithium, Proxama and Sprout Social, amongst others, they usually’re working to carry extra performance round this to clients quickly, too.

About Tanjil Abedin

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