What must an agent do to send a direct Twitter message instead of a public reply?

To send a direct Twitter message instead of a public reply, the agent must invite the customer to a direct message conversation. This approach is necessary because, on Twitter, direct messages (DMs) are private communication channels that allow users to converse without the interaction being visible to the public. By initiating a direct message conversation, the agent ensures that the discussion remains confidential and tailored to the customer's specific needs.

Inviting the customer to switch to DMs can often be done by responding to their public tweet with an invitation, indicating that you would like to discuss the matter privately. This practice helps maintain customer privacy and often enables a more productive dialogue, as sensitive information can be shared without being exposed to the public.

The other choices do not manage the direct messaging process effectively. Posting a public message first does not guarantee that the customer will transition to a private conversation, and using third-party tools might not be necessary or effective within Twitter’s framework. Skipping Twitter and opting for email completely changes the medium of communication and may not be appropriate if the customer prefers to engage through social media.