Twitter’s own research found 64% of customers on the platform would rather message a support handle than call up a business, and 75% expected to receive a response within 15 minutes. Twilio Flex now allows for bringing Twitter support requests into their platform, helping meet the demands of customers while leveraging interactive features of Twitter’s Direct Message API such as ‘Quick Replies’ and ‘Buttons’.

Twilio Flex has provided these initial setup directions before implementation:

• Set up a Twilio account (if you don’t already have one).
• Created a Flex project using the support walkthrough.
• Completed steps 1 and 2 of Twitter’s Getting Started with Webhooks guide where you’ll create a Twitter app and request access to the Account Activity API.

While Flex doesn’t provide a Twitter channel out of the box, it does give developers the power to build and add custom channels. To create an open line of conversation between a customer on Twitter and an agent on Flex, the platform needs an application that listens for updates from each side and forwards the messages accordingly so that both the customer and agent are kept in sync. The application should:

Flex also announced that rich chat experiences can now be developed with the aid of Twitter’s Quick Replies and Buttons. These features are realized through some minor alterations to the event object that are used to send a Direct Message in the [POST] /fromFlex endpoint.

For more information, visit https://www.twilio.com/blog/add-twitter-direct-messages-twilio-flex.

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