Software companies on X: answer the DM before it becomes a public complaint
Users of software products often go to X when something breaks, and a slow reply in the DMs can turn into a public post. An AI agent can answer DMs to your company account from your help docs and status page, and pass bugs, billing and angry users to your team.
What customers ask on X
- Is the app down? I cannot log in.
- How do I export my data?
- Do you have a discount for startups?
- Can I change my plan mid-month?
- Do you integrate with our calendar tool?
An example conversation
This illustration shows a user DMing during an outage. Names and details are examples.
| Who | Message |
|---|---|
| Jordan | Is the app down? Can't log in for 20 mins |
| AI agent | Sorry about that. We have a login issue affecting some users since 2:10pm, and the team is working on it. You can follow updates on our status page. I will message you when it is fixed. |
| Jordan | ok thanks |
| AI agent | It is fixed now. Please try again, and reply here if you still cannot log in. |
What the agent answers
- How-to questions, from your help docs.
- Outage updates, from your status page.
- Plans, prices and integrations.
- Pointing people to the right help article or form.
What it always hands to you
- Bugs: it collects the details and opens a ticket for your team.
- Billing, refunds and account access problems.
- Security reports, which go straight to your security contact.
Never ask for passwords or codes in DMs
Scammers copy company accounts on X and ask users for login codes. Tell the agent never to ask for passwords, codes or card details, and to say so if a user offers them. Send account problems to your normal support form instead.
The X limits that matter here
| Limit | Spaces limit per X account |
|---|---|
| Messages | Up to 100 a day |
| Gap between messages | At least 20 seconds |
| New conversations you start | 5 an hour, 20 a day |
Set it up in an afternoon
- Give the agent your help docs, status page and pricing.
- Connect your company X account by signing in.
- Connect your AI agent, and your ticket tool if it uses one.
- Tell it what counts as a bug, a billing issue and a security report.
- Review its DMs daily during the first week.
Who you message
Pricing
FAQ
Can it reply to public mentions?
Spaces focuses on DMs. Public replies on X are better written by a person.
Can it message users first?
Only within X's rules and Spaces' low limits for new conversations. Answering DMs works best.
Does it open tickets?
Your AI agent can, if it connects to your ticket tool. Spaces handles the X conversation.