Twitter DM

overview twitter direct message (dm) integration allows agents to manage and respond to private one on one conversations initiated by customers this provides a secure and personal channel for support and sales on the twitter platform how it works an administrator links the company's twitter account to the platform when a customer sends a direct message to the company's handle, the system creates a ticket and routes it to an agent the agent can then engage in a private, back and forth conversation directly from their unified console, with the messages appearing in the customer's twitter dm inbox use cases private customer support a customer dms their account number and issue details to an agent for troubleshooting sales qualification after a public tweet exchange, a sales agent asks the prospect to "move to dms" to discuss pricing and specific needs information gathering an agent uses dms to securely collect a customer's shipping address or contact information benefits enables secure conversations provides a private channel to discuss sensitive account information that cannot be shared in public tweets creates a personal connection one on one messaging allows for a more personal and direct support experience maintains a clean public feed moves complex or account specific support issues out of the public timeline, keeping the brand's feed clean