The features, which were made live yesterday, are specific to Twitter’s business accounts and aim to make customer service easier and smoother on the platform.
The first of the new features is welcome messages, which allows businesses to set up an automated “Hi There”-style message.
This will be sent over to customers when they go to contact the company within Direct Messages.
And with Quick Replies, customers can give a clearer idea of their request, by choosing a pre-determined message from a list of options.
Twitter explains more about the new features: “Quick replies and welcome messages in Direct Messages make it easier for businesses to guide people to better outcomes through a combination of simple automation and human service.
“These features are designed to help businesses create rich, responsive, full-service experiences that directly advance the work of customer service teams and open up new possibilities for how people engage with businesses on Twitter.”
Twitter adds: “When quick replies and welcome messages are used together, businesses can reduce wait times and educate people on the best ways to interact with them.
“For example, they can enable faster resolutions by helping customers more easily provide information to solve problems before an agent sees the first message, or they can simplify automated services and transactional flows that were difficult in the past.”
So far, accounts including Pizza Hut, Airbnb, Spotify and Tesco have all integrated the new features and if other businesses are looking to follow suit, they can go to the support settings page within the Twitter Dashboard.
To find out more about these features please click here.