# Agent (Operator) or Supervisor

### Reply Message

If customers send direct messages (DM) or mention your Twitter channel (ex: @Maulana0103), their message will be incoming as a new ticket.

![Agent's Inbox Tab](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FGmYXG2rLWKvbTWxyhDQr%2Freply%20from%20agent.png?alt=media\&token=4555132a-b090-45c6-b128-b63978cf78c9)