I’m very enthusiastic about the Direct Message features. I’m working on a self-serve bot manager. The only issue I’ve really run into so far is that the quick replies are so new that people are still in the habit of typing even when the replies are what we want.
I’m not trying to draw the comparison, it’s just easier to explain, but for Facebook Messenger bots you have the option to disable/hide the text box. That feature would be incredibly helpful. I’m going to encourage my users to set catch all messages for when someone says something unrecognized (like I see @Support has done) but I see that coming up way more often than necessary.