Greeting users with a welcome message in Direct Messages

Welcome messages let businesses greet people and set expectations as they enter a Direct Message conversation or chatbot experience without people needing to send the first message. Businesses can create multiple welcome messages and direct people to specific ones from Tweets with the Direct Message Card, or deep link to them from a website or app. A default welcome message can be set to greet users entering Direct Messages organically (e.g. from a profile) or they can be used exclusively with the Direct Message Card or deep links.

Overview

  • What is a welcome message?
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    Welcome messages enable a business to set or specify a message that displays when someone first enters a Direct Message conversation, before any messages have been exchanged.

    Businesses can set a default welcome message that people see when they start a conversation organically. This gives businesses the opportunity to not only start a conversation expressing their brand voice, but also demonstrate their commitment to service, help people learn what to expect and much more. Welcome messages are also the first thing people see when engaging with chatbots in Direct Messages. An account can have multiple welcome messages for different entry points and purposes. They can be prescribed using the Direct Message Card (e.g. from an ad campaign) or Direct Message deep links in Tweets, on websites, or in apps, allowing businesses to craft a seamless experience as someone enters the private conversation.

     

  • How does it work?
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    Businesses can set a default welcome message on the business settings page. This default will show to everyone who enters a Direct Message, unless that person has had a conversation with the business in the last 7 days, or that person sees another welcome message after clicking on a Direct Message Card or a Direct Message deep link. Welcome messages other than the default can be managed by partners using Twitter Direct Message APIs.

    To specify which welcome message is displayed via a deep link, add a URL parameter to Direct Message deep links and Direct Message buttons (welcome_message_id=) with the appropriate welcome message ID. Welcome message IDs are available through the welcome message API.

    When quick replies are used with welcome messages,  people can start engaging with your chatbot immediately or be guided to provide information a business needs to help with an issue before a human agent has time to read the first message, enabling much faster and easier resolutions.

     

  • Frequently Asked Questions
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    What is the character limit of welcome message?

    Welcome messages can be 10,000 characters long but we encourage you think about sending a message that users can easily read in a single screen (mobile or web).

    Would I be able to attach an image, GIF or video to the welcome message?

    Just like normal messages, you can attach media or links to welcome messages. This is only possible using the API, though. Setting a default welcome message in the business settings page is text only.

    Is it possible to change the default welcome message display frequency to something other than 7 days?

    While it is not possible to change the display frequency of the default welcome message, if you need to get your default welcome message in front of someone, you can do so by sending them a Direct Message deep link with the welcome message attached via the URL parameter.

    How do I get access to the welcome message API?

    Any Twitter developer can access the welcome message API..


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