Twitter adds a chatbot in @support for self-help

Twitter is updating things at rapid fire this week. Shortly after having announced chatbot API for DMs, they have a working version right with their in-house @support account.

Users can now direct messages at @support to get their issues resolved, send feedback or ask for Twitter tips and tricks. Yes, this feature requires the Twitter support account to have opened DMs for public and they have done it. Any user can start sending message to @support to chat.

@support’s DM bot is live currently and works for everyone across the world. Send a message to @support to get started. Your mobile or Twitter on desktop, would automatically the menu buttons to choose from the list of predefined messages.

On a few runs, we noticed that the bot is half-baked. There are numerous features that have be added to the bot in native, if they are aiming at making this chatbot big.

Currently, the chatbot directs the user to Twitter or their forums/support page to get a few questions resolved and there is no option to send the details right on the same chatbot screen.

The chatbot does these currently

  * Help on account related activities. Directs to their website though.
  * Help curb impersonation. Directs to their website though.
  * Answers general questions related to Twitter - Directs to their forums and support pages.
  * Takes in requests for abuse - Only this feature seems to be full-fledged with the chatbot.
  * #TwitterTips - sends a few tips that can help you leverage Twitter better.

We tried reporting a genuine abuse tweet, but turns out they have got the order of reporting context wrong. I initiated a request and was asked to enter the username of the target of abuse and the next reply was supposed to be a link of the abusing tweet.

Sending that tweet link did not work though and the chatbot wanted the link username and the target of the abuse’s username to be the same.

The target and the abuser are two different users.

Twitter needs to tune the chatbot better for a robust performance and it would be interesting to see how they take this forward. This feature is currently available on the Twitter website and their official apps. Third-party apps are to implement the feature with the available chatbot API.