Send a Message

Direct Messages over Conversations

Use Twitter Direct Messages over Conversations to provide customers with quick support through one-on-one conversation with a live agent.

Offer customers the option to switch their chat from a chatbot to a live agent. Live agents can handle requests that a chatbot may not be able to handle.

Twitter Direct Messages supports standard Conversations features such as:

• Routing
• Queueing 
• Conversation history
• Templates
• People integration
• Automation
• Analytics and Reporting
• Survey

Twitter Direct Messages is available free of charge over Conversations. To enable this channel, contact your Infobip Account Manager or contact our Sales team using the Infobip Contact form.

Messaging

Twitter posts are located in the All Work panel. Agents can assign these conversations to themselves. Alternatively, managers or supervisors can assign conversations to agents.

Direct Messages over Answers

Use the Infobip chatbot building platform, Answers, to build artificial intelligence and keyword-based chatbots for real-time communication with customers. By deploying chatbots, you can provide round-the-clock support to customers. For more information, refer to the Twitter Direct Messages documentation on the Answers pages.