#1

We have customer care app where companies link their accounts and allow human agent to respond to their clients’ requests/inquiries.

We allowed our client to link multiple accounts then while replying to a tweet select from which account they are replying. It is usually a marketing strategy to have account for news/offers/new products…etc and then having another twitter account for client support/care. So the later account will jump to people asking questions in the first account.

While allowing the above we receive app suspension due to spaming filter. We corrected the situation by suspending reply-from feature until we received a ‘Use case update’ confirmation.

We submitted Use Case Update request on January 27, 2022 but didn’t receive feedback yet. We are clients pushing to have this feature enabled since it is already available in other apps such hootsuite , genesys and others.

Appreciate @jessicagarson usual support in this

Regards,
Hisham

#2

Hello my friend
In my experience, Twitter will not accept this feature, as it may be useful to you, but other people will follow a trend that goes against Twitter’s general policies.
Of course, this is my personal opinion after using the API for a long time.

#3

Thank @ZarchiMohammad for your reply.

I agree with you if this is automated task causing spam many people. In Twitter app you can navigate to other accounts and reply to people their. It is also available in social management apps such as the earlier mentioned apps and many more.

In our case we are only allowing your ‘Care/Support account’ to reply to your ‘Main’ account. No way you can navigate other companies accounts and spamming people their.

I see there is good controls to combat spamming activities.

Looking for more opinions

1 Like
#4

Hello

Appreciate if someone at twitter can engage here about this subject.

#5

Hello @jessicagarson

Your support is highly appreciated. case number 0249662971

1 Like
#6

This topic was automatically closed 14 days after the last reply. New replies are no longer allowed.