Use quick replies for fast, structured responses

Quick replies let businesses prompt people with simple, guided ways to reply to a Direct Message, whether by choosing from a list of options or prompts to enter specific text values. This enables businesses to create seamless automated experiences for people that makes resolving problems and engaging with customers fast and easy.

Overview

  • What is a quick reply?
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    There are two different options of quick replies:

    • Options lists: This allows a business to select and present the user with a set of options to reply to a business with structured and expected responses.

    • Text input: This allows businesses to display hint text in the Direct Message text field that prompts the user to provide a response the business is expecting.

    Quick replies can be used by select partners using new Direct Message APIs.

  • How does it work?
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    When a business sends a message through an approved partner, they have the option of including quick replies attached to the message that will be shown to people on in the Twitter app or on twitter.com. Messages using quick replies will include metadata that the business included on the message they sent. This structure makes it easy to create multi-step flows to resolve problems and engage people faster and easier.

    When quick replies and welcome messages are used in conjunction, people can 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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    Can I make quick replies myself?

    Currently the only way to create quick replies is through an approved ecosystem partner. Please reach out to your solution provider for access.

    Can I use options lists and text input at the same time?

    No, options lists and text input cannot be used at the same time.

    How many options can I have in a list?

    There is a maximum limit of 20 options on options lists.

    How many characters can I put in the options list?

    There are two parts to each option in a list. The first line is required and is the option name. The second and third lines are the description. Each line can contain a maximum of 36 characters, so the option name can be 36 characters and the description can be a total of 72 characters across both lines.

    Where do I find ecosystem solutions that have access to this feature?

    Our blog post has a list of partners who had integrated the features into their products at launch. Others may have created functionality since then so please inquire with your account executive if none of those options work for you.

    How do I get access to the new Direct Message developer tools?

    The developer tools that power these features are currently in private beta. If you’re a developer and are interested in building these types of solutions in Direct Messages, you can sign up and apply for access here.

     


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