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Twitter announces more functionality to improve customer engagements

20-December-2017
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Twitter announces more functionality to improve customer engagements

Back in April Twitter announced the Account Activity API in beta and added new features to facilitate customer engagements in Direct Messages.

Get all activities from the Account Activity API
The Account Activity API enables developers to receive the full set of activities related to an account in real time. Today, we’re releasing the enterprise version of the Account Activity API, which is designed for those who need data for a large number of accounts, multiple webhook URLs, reliability features such as retries, or managed support.

We are also opening up an additional beta for the standard version that delivers all activities for up to 35 accounts. Starting on January 15th, we will also be delivering typing indicators and read receipts for Direct Messages as activities in the Account Activity API to enable the creation of more natural conversational experiences.

New Direct Message features are now generally available
In addition to enabling better ways to get data, we are also taking the beta label off of many of the Direct Messages features used to create responses and more engaging experiences. Over the past year, brands like Samsung, MTV, TBS, Wendy’s, and Patrón have learned how powerful these features can be to create successful personalized marketing campaigns with chatbots. Other brands like Tesco and Evernote are using these features to provide fast and simple customer service.
Developers can now build their solutions knowing the following features are fully functional and supported:
• Quick replies
• Welcome messages
• Buttons on messages
• Custom profiles
• Customer Feedback Cards

Additionally, welcome messages are now nameable and editable. This will help businesses find and use welcome messages when creating Direct Message Cards, and keep welcome messages relevant as a campaign progresses.
Developers can now also use read receipts and typing indicators to make the conversation feel more natural and alive. These can help people know that an agent has read their message or that a chatbot is responding, for example.
Retiring beta and legacy services
Some less-used features of the Direct Message beta will not become generally available and will no longer be functional from February 15, 2018. These features are:
• Location quick replies and location cards
• Text Input quick replies
Additionally, some of our beta customer support features including support indicators, response hours, and the prominent message button on profiles, will no longer be shown in the Twitter app after January 2018.
As we outlined in April, User Streams and Site Streams, along with the legacy Direct Message endpoints, will be replaced by improved products such as Account Activity API. We are providing notice to all Twitter developers that on Tuesday June 19, 2018 we are retiring the following services and endpoints:
• User Streams
• Site Streams
• GET direct_messages
• GET direct_messages/sent
• GET direct_messages/show
• POST direct_messages/destroy

The Account Activity API offers a faster and more streamlined way to access data, and is more reliable and scalable than User Streams, Site Streams, or our standard REST endpoints. Developers currently using these legacy services should review the Account Activity API migration guide.

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