Connect with your customers on Twitter

Use Twitter to upgrade your customers’ experience

For businesses, Twitter is the best place to have conversations that support, educate, and delight people. It’s a place for authentic interactions.

Follow these best practices to keep your customers happy, engaged, and coming back for more.

Take public conversations private
Create compelling experiences
Get customer feedback

Let people know you provide support

Indicate that you provide support on your profile by turning on

our support indicators and display your hours of availability.

This will show people that they’re Tweeting at the right account

and informs them of when they can expect response.

Turn on support indicators

Take public conversations private

When interacting with a customer on Twitter, you might want

to take the conversation from the public timeline to a private

Direct Message. To make this transition easier, you can Tweet

a specially formatted link and Twitter will automatically

transform that link into a simple call-to-action button.

When a person clicks that call-to-action, they’ll be taken

directly into the Direct Messages screen with your

@name already selected, as well as the public Tweet visible for context.

Create a Direct Message deep link

Create compelling experiences

Once you’ve moved customers to Direct Message. You can

greet them with a custom welcome message.

This sets expectations as they enter a Direct Message

conversation—without requiring people to send the first

message. Quick replies let businesses prompt people with the

best ways to reply to a Direct Message, whether by choosing

from a list of options or by guiding users to enter specific text

values. 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.

Build automated experiences

Get customer feedback

After your business has an interaction with a customer on

Twitter, you may want to ask them how it went. With

Customer Feedback, you can easily prompt them to leave


Get customer feedback