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Twitter announces more functionality to improve customer engagements

Introduces the Account Activity API and new Direct Message features for brands

Back in April, Twitter had announced the Account Activity API in beta and added new features to facilitate customer engagements in Direct Messages. The microblogging site has launched many initiatives to improve customer engagements.

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. Twitter has released 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.

Twitter is also opening up an additional beta for the standard version that delivers all activities for up to 35 accounts. Starting on January 15, it 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, Twitter is 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 SamsungMTVTBSWendy’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 Twitter’s 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 it 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. Twitter is providing notice to all its developers that on Tuesday June 19, 2018 it is 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.

A note to participants in the Account Activity API beta: the current endpoints used to connect will be changing in order to support the upcoming launch; please refer to our API reference documentation for more information.

The GET direct_message/show, /sent, and /list endpoints are being replaced by new GET direct_messages/events/show and GET direct_messages/events/list endpoints, that combine sent and received messages into one service, and provides the ability to access all Direct Messages sent and received in the past 30 days. A new DELETE direct_messages/events/destroy endpoint, matching the new endpoint structure, is also available for deleting Direct Messages. These new endpoints allow developers to retrieve data with the same new payload elements as the Account Activity API. Developers using these services currently should review the Direct Message endpoints migration guide.

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