Digital messaging support for Twitter

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts - - This feature is released. Apr 1, 2020

Business value

Businesses can offer an expanded channel choice to customers by offering Twitter messaging as a support channel for those customers who prefer to communicate that way.

Feature details

Social messaging platforms such as Twitter give businesses an opportunity to engage with the customers in their own context to provide them with a seamless and personalized customer service experience. Twitter Direct Message is a channel introduced in this release of Omnichannel for Customer Service. It has the following capabilities:

  • Administrators can configure the Twitter Direct Message channel in the Omnichannel Administration app.
  • Customers can reach out to the business through Twitter and seek support in an asynchronous nature.
  • Agents can use the same unified, contextual, and productive Omnichannel for Customer Service app interface to engage with customers and resolve their issues.
  • Supervisors and managers can access rich reports to run the support center efficiently and effectively.

See also

Configure a Twitter Direct Message channel (docs)