Twitter launches custom profiles for business agents and customer support teams

Twitter is introducing yet another feature to lure customers and business agents to use its platform to boost their business.

After making it easier for customers to directly message businesses, and allowing companies to add a “send a private message” button to tweets, Twitter is now launching a new customer service feature for brands and businesses, which will allow agents to respond to direct messages using custom profiles.

"Today, Twitter is launching a new feature – custom profiles in Direct Messages – that allows businesses to better emphasise that human element in private conversations, as well as more clearly indicate when a bot is speaking," Twitter wrote in a blog post.

While business agents are having a conversation with potential or existing customers, the new custom profiles feature will enable them to use their own names and profile pictures, instead of using a bot name or company's Twitter names.

Twitter further said, "People love reaching out to businesses on Twitter because they can get connected to real people when they need help."

Business agents can also add emoji to their Twitter names, which will display in group DM conversations.

Interestingly, T-Mobile has already started to use the new custom profiles in its Direct Messages (DMs). According to TechCrunch report, “other business will roll out the feature soon.”

Without keeping any cap, Twitter is allowing any verified business profiles to use the new feature for free. Apart from being a verified user, the users also need to apply a form to Twitter to access the API.

Twitter said, "If you’re a business looking to enable custom profiles in Direct Messages please let us you’re interested here. Developers looking to build on the new API platform can apply for access here."

To get on the list, the businesses can sign up on the form here, after receiving verification.