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Twitter debuts custom profiles for businesses

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Twitter is launching a new customer services feature for businesses that are using its service. This feature allows agents of the businesses to respond to direct messages using custom profiles. Instead of the company’s profile appearing, the names and profile pictures of the agents are the ones that will appear.

The logic behind this move is to give a certain personal feel to interactions so that customers know that they are chatting with a person, not a bot.

The first business to adopt this feature has T-Mobile, Twitter has stated. The account @TMobileHelp will be the first to use the new feature in its Direct Messages.

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