# Agent (Operator) or Supervisor

### Reply Message

If the customer sends message on the Direct Message (DM) or Twitter mention (mention to **@apr\_doni**), then the message will incoming as a new ticket.

![Supervisor's Unassigned Tab](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MUlVS3-ALCUyxWyj17T%2F-MUlZpBg64TOOawmiZYd%2FUnassigned%20Tab%20supervisor.png?alt=media\&token=9ea2012d-d70b-41d6-90a7-502d64386bb2)