Recently, Twitter has been on a major bot crackdown. This is providing good improvements to quality of service, but regretfully, it’s making it harder for businesses to use the platform effectively.
Twitter has said that it’s tweaking its system to enable companies to better deal with bulk communications received from customers. Theoretically, in the near future, you won’t have to wait too long for a response from the company you’re trying to contact, unless they’re purposefully ignoring you.
At this time, Twitter limits the number of requests and messages a piece of software can make to its system at a given time. This allows Twitter to stop propagandists and trolls from overwhelming its platform, and user DMs. Consequently, this is also stopping businesses that use Twitter to handle customer service for thousands of users at a time.
The change from Twitter basically means that for every message you send to a company over DM, they will be able to send you five responses within 24 hours. If you send them another message, that figure will reset. This change is another appeal from Twitter to businesses that the company is actively listening and tweaking its platform to better serve everyone.