Direct messaging is the best practice for exchanging non-public information with a customer on social networks. Agents can transition from public to private conversations on Twitter easily; increasing productivity and decreasing errors, creating smoother conversations with customers and better service experiences.
On Twitter, two parties must be mutually following each other. The new Social action shows agents if one or both of the parties need to follow the other. This help agents follow and request to be followed and, therefore, direct message more efficiently.