diff --git a/.eslintrc.js b/.eslintrc.js
index 9b99b9b61..c5cbba917 100644
--- a/.eslintrc.js
+++ b/.eslintrc.js
@@ -46,5 +46,6 @@ module.exports = {
   },
   globals: {
     __WEBPACK_ENV__: true,
+    bus: true,
   },
 };
diff --git a/app/builders/messages/message_builder.rb b/app/builders/messages/message_builder.rb
index ff730893c..24f2f3aa6 100644
--- a/app/builders/messages/message_builder.rb
+++ b/app/builders/messages/message_builder.rb
@@ -11,6 +11,7 @@ class Messages::MessageBuilder
     @content_type = params[:content_type]
     @items = params.to_unsafe_h&.dig(:content_attributes, :items)
     @attachments = params[:attachments]
+    @in_reply_to = params.to_unsafe_h&.dig(:content_attributes, :in_reply_to)
   end
 
   def perform
@@ -51,7 +52,8 @@ class Messages::MessageBuilder
       private: @private,
       sender: sender,
       content_type: @content_type,
-      items: @items
+      items: @items,
+      in_reply_to: @in_reply_to
     }
   end
 end
diff --git a/app/javascript/dashboard/api/inbox/message.js b/app/javascript/dashboard/api/inbox/message.js
index 465095f44..07754fd10 100644
--- a/app/javascript/dashboard/api/inbox/message.js
+++ b/app/javascript/dashboard/api/inbox/message.js
@@ -7,10 +7,11 @@ class MessageApi extends ApiClient {
     super('conversations', { accountScoped: true });
   }
 
-  create({ conversationId, message, private: isPrivate }) {
+  create({ conversationId, message, private: isPrivate, contentAttributes }) {
     return axios.post(`${this.url}/${conversationId}/messages`, {
       content: message,
       private: isPrivate,
+      content_attributes: contentAttributes,
     });
   }
 
diff --git a/app/javascript/dashboard/components/widgets/conversation/Message.vue b/app/javascript/dashboard/components/widgets/conversation/Message.vue
index 8ecf4f7e7..58d283acd 100644
--- a/app/javascript/dashboard/components/widgets/conversation/Message.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/Message.vue
@@ -23,11 +23,27 @@
           </span>
         </span>
         <bubble-actions
+          :id="data.id"
+          :sender="data.sender"
+          :is-a-tweet="isATweet"
           :is-email="isEmailContentType"
-          :readable-time="readableTime"
           :is-private="data.private"
+          :message-type="data.message_type"
+          :readable-time="readableTime"
+          :source-id="data.source_id"
         />
       </p>
+
+      <div v-if="isATweet && isIncoming && sender" class="sender--info">
+        <woot-thumbnail
+          :src="sender.thumbnail"
+          :username="sender.name"
+          size="16px"
+        />
+        <div class="sender--available-name">
+          {{ sender.available_name || sender.name }}
+        </div>
+      </div>
     </div>
   </li>
 </template>
@@ -40,6 +56,8 @@ import BubbleImage from './bubble/Image';
 import BubbleFile from './bubble/File';
 import contentTypeMixin from 'shared/mixins/contentTypeMixin';
 import BubbleActions from './bubble/Actions';
+import { MESSAGE_TYPE } from 'shared/constants/messageTypes';
+
 export default {
   components: {
     BubbleActions,
@@ -53,6 +71,10 @@ export default {
       type: Object,
       required: true,
     },
+    isATweet: {
+      type: Boolean,
+      default: false,
+    },
   },
   data() {
     return {
@@ -61,7 +83,10 @@ export default {
   },
   computed: {
     message() {
-      return this.formatMessage(this.data.content);
+      return this.formatMessage(this.data.content, this.isATweet);
+    },
+    sender() {
+      return this.data.sender || {};
     },
     contentType() {
       const {
@@ -78,6 +103,9 @@ export default {
     isBubble() {
       return [0, 1, 3].includes(this.data.message_type);
     },
+    isIncoming() {
+      return this.data.message_type === MESSAGE_TYPE.INCOMING;
+    },
     hasAttachments() {
       return !!(this.data.attachments && this.data.attachments.length > 0);
     },
@@ -90,7 +118,7 @@ export default {
       return false;
     },
     sentByMessage() {
-      const { sender } = this.data;
+      const { sender } = this;
 
       return this.data.message_type === 1 && !this.isHovered && sender
         ? {
@@ -128,4 +156,15 @@ export default {
     padding: 0;
   }
 }
+
+.sender--info {
+  display: flex;
+  align-items: center;
+  padding: var(--space-smaller) 0;
+
+  .sender--available-name {
+    font-size: var(--font-size-mini);
+    margin-left: var(--space-smaller);
+  }
+}
 </style>
diff --git a/app/javascript/dashboard/components/widgets/conversation/MessagesView.vue b/app/javascript/dashboard/components/widgets/conversation/MessagesView.vue
index 551d82b83..2689fe550 100644
--- a/app/javascript/dashboard/components/widgets/conversation/MessagesView.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/MessagesView.vue
@@ -5,7 +5,7 @@
       :is-contact-panel-open="isContactPanelOpen"
       @contactPanelToggle="onToggleContactPanel"
     />
-    <div v-if="!currentChat.can_reply" class="messenger-policy--banner">
+    <div v-if="!currentChat.can_reply" class="banner messenger-policy--banner">
       <span>
         {{ $t('CONVERSATION.CANNOT_REPLY') }}
         <a
@@ -17,6 +17,23 @@
         </a>
       </span>
     </div>
+
+    <div v-if="isATweet" class="banner">
+      <span v-if="!selectedTweetId">
+        {{ $t('CONVERSATION.LAST_INCOMING_TWEET') }}
+      </span>
+      <span v-else>
+        {{ $t('CONVERSATION.REPLYING_TO') }}
+        {{ selectedTweet }}
+      </span>
+      <button
+        v-if="selectedTweetId"
+        class="banner-close-button"
+        @click="removeTweetSelection"
+      >
+        <i v-tooltip="$t('CONVERSATION.REMOVE_SELECTION')" class="ion-close" />
+      </button>
+    </div>
     <ul class="conversation-panel">
       <transition name="slide-up">
         <li class="spinner--container">
@@ -27,6 +44,7 @@
         v-for="message in getReadMessages"
         :key="message.id"
         :data="message"
+        :is-a-tweet="isATweet"
       />
       <li v-show="getUnreadCount != 0" class="unread--toast">
         <span>
@@ -37,6 +55,7 @@
         v-for="message in getUnReadMessages"
         :key="message.id"
         :data="message"
+        :is-a-tweet="isATweet"
       />
     </ul>
     <div class="conversation-footer">
@@ -52,6 +71,7 @@
       </div>
       <ReplyBox
         :conversation-id="currentChat.id"
+        :in-reply-to="selectedTweetId"
         @scrollToMessage="scrollToBottom"
       />
     </div>
@@ -59,7 +79,6 @@
 </template>
 
 <script>
-/* global bus */
 import { mapGetters } from 'vuex';
 
 import ConversationHeader from './ConversationHeader';
@@ -67,6 +86,7 @@ import ReplyBox from './ReplyBox';
 import Message from './Message';
 import conversationMixin from '../../../mixins/conversations';
 import { getTypingUsersText } from '../../../helper/commons';
+import { BUS_EVENTS } from 'shared/constants/busEvents';
 
 export default {
   components: {
@@ -93,6 +113,7 @@ export default {
       isLoadingPrevious: true,
       heightBeforeLoad: null,
       conversationPanel: null,
+      selectedTweetId: null,
     };
   },
 
@@ -151,6 +172,36 @@ export default {
     shouldLoadMoreChats() {
       return !this.listLoadingStatus && !this.isLoadingPrevious;
     },
+
+    conversationType() {
+      const { additional_attributes: additionalAttributes } = this.currentChat;
+      const type = additionalAttributes ? additionalAttributes.type : '';
+      return type || '';
+    },
+
+    isATweet() {
+      return this.conversationType === 'tweet';
+    },
+
+    selectedTweet() {
+      if (this.selectedTweetId) {
+        const { messages = [] } = this.getMessages;
+        const [selectedMessage = {}] = messages.filter(
+          message => message.id === this.selectedTweetId
+        );
+        return selectedMessage.content || '';
+      }
+      return '';
+    },
+  },
+
+  watch: {
+    currentChat(newChat, oldChat) {
+      if (newChat.id === oldChat.id) {
+        return;
+      }
+      this.selectedTweetId = null;
+    },
   },
 
   created() {
@@ -158,6 +209,10 @@ export default {
       setTimeout(() => this.scrollToBottom(), 0);
       this.makeMessagesRead();
     });
+
+    bus.$on(BUS_EVENTS.SET_TWEET_REPLY, selectedTweetId => {
+      this.selectedTweetId = selectedTweetId;
+    });
   },
 
   mounted() {
@@ -220,23 +275,37 @@ export default {
     makeMessagesRead() {
       this.$store.dispatch('markMessagesRead', { id: this.currentChat.id });
     },
+    removeTweetSelection() {
+      this.selectedTweetId = null;
+    },
   },
 };
 </script>
 
 <style scoped lang="scss">
-.messenger-policy--banner {
-  background: var(--r-400);
+.banner {
+  background: var(--b-500);
   color: var(--white);
   font-size: var(--font-size-mini);
   padding: var(--space-slab) var(--space-normal);
   text-align: center;
+  position: relative;
 
   a {
     text-decoration: underline;
     color: var(--white);
     font-size: var(--font-size-mini);
   }
+
+  &.messenger-policy--banner {
+    background: var(--r-400);
+  }
+
+  .banner-close-button {
+    cursor: pointer;
+    margin-left: var(--space--two);
+    color: var(--white);
+  }
 }
 
 .spinner--container {
diff --git a/app/javascript/dashboard/components/widgets/conversation/ReplyBox.vue b/app/javascript/dashboard/components/widgets/conversation/ReplyBox.vue
index fd9fd26f7..58fdf8e58 100644
--- a/app/javascript/dashboard/components/widgets/conversation/ReplyBox.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/ReplyBox.vue
@@ -46,14 +46,14 @@
           }}</a>
         </li>
         <li class="tabs-title is-private" :class="{ 'is-active': isPrivate }">
-          <a href="#" @click="setPrivateReplyMode">{{
-            $t('CONVERSATION.REPLYBOX.PRIVATE_NOTE')
-          }}</a>
+          <a href="#" @click="setPrivateReplyMode">
+            {{ $t('CONVERSATION.REPLYBOX.PRIVATE_NOTE') }}
+          </a>
         </li>
         <li v-if="message.length" class="tabs-title message-length">
-          <a :class="{ 'message-error': isMessageLengthReachingThreshold }">{{
-            characterCountIndicator
-          }}</a>
+          <a :class="{ 'message-error': isMessageLengthReachingThreshold }">
+            {{ characterCountIndicator }}
+          </a>
         </li>
       </ul>
       <button
@@ -106,6 +106,12 @@ export default {
     ResizableTextArea,
   },
   mixins: [clickaway, inboxMixin],
+  props: {
+    inReplyTo: {
+      type: [String, Number],
+      default: '',
+    },
+  },
   data() {
     return {
       message: '',
@@ -248,11 +254,15 @@ export default {
       if (!this.showCannedResponsesList) {
         this.clearMessage();
         try {
-          await this.$store.dispatch('sendMessage', {
+          const messagePayload = {
             conversationId: this.currentChat.id,
             message: newMessage,
             private: this.isPrivate,
-          });
+          };
+          if (this.inReplyTo) {
+            messagePayload.contentAttributes = { in_reply_to: this.inReplyTo };
+          }
+          await this.$store.dispatch('sendMessage', messagePayload);
           this.$emit('scrollToMessage');
         } catch (error) {
           // Error
diff --git a/app/javascript/dashboard/components/widgets/conversation/bubble/Actions.vue b/app/javascript/dashboard/components/widgets/conversation/bubble/Actions.vue
index b8cc95d31..77f642480 100644
--- a/app/javascript/dashboard/components/widgets/conversation/bubble/Actions.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/bubble/Actions.vue
@@ -13,12 +13,32 @@
       @mouseenter="isHovered = true"
       @mouseleave="isHovered = false"
     />
+    <i
+      v-if="isATweet && isIncoming"
+      v-tooltip.top-start="$t('CHAT_LIST.REPLY_TO_TWEET')"
+      class="icon ion-reply cursor-pointer"
+      @click="onTweetReply"
+    />
+    <a :href="linkToTweet" target="_blank" rel="noopener noreferrer nofollow">
+      <i
+        v-if="isATweet && isIncoming"
+        v-tooltip.top-start="$t('CHAT_LIST.VIEW_TWEET_IN_TWITTER')"
+        class="icon ion-android-open cursor-pointer"
+      />
+    </a>
   </div>
 </template>
 
 <script>
+import { MESSAGE_TYPE } from 'shared/constants/messageTypes';
+import { BUS_EVENTS } from 'shared/constants/busEvents';
+
 export default {
   props: {
+    sender: {
+      type: Object,
+      default: () => ({}),
+    },
     readableTime: {
       type: String,
       default: '',
@@ -31,6 +51,41 @@ export default {
       type: Boolean,
       default: true,
     },
+    isATweet: {
+      type: Boolean,
+      default: true,
+    },
+    messageType: {
+      type: Number,
+      default: 1,
+    },
+    sourceId: {
+      type: String,
+      default: '',
+    },
+    id: {
+      type: [String, Number],
+      default: '',
+    },
+  },
+  computed: {
+    isIncoming() {
+      return MESSAGE_TYPE.INCOMING === this.messageType;
+    },
+    screenName() {
+      const { additional_attributes: additionalAttributes = {} } =
+        this.sender || {};
+      return additionalAttributes?.screen_name || '';
+    },
+    linkToTweet() {
+      const { screenName, sourceId } = this;
+      return `https://twitter.com/${screenName}/status/${sourceId}`;
+    },
+  },
+  methods: {
+    onTweetReply() {
+      bus.$emit(BUS_EVENTS.SET_TWEET_REPLY, this.id);
+    },
   },
 };
 </script>
@@ -65,6 +120,13 @@ export default {
 
   i {
     line-height: 1.4;
+    padding-right: var(--space-small);
+    padding-left: var(--space-small);
+    color: var(--s-900);
+  }
+
+  a {
+    color: var(--s-900);
   }
 }
 
diff --git a/app/javascript/dashboard/helper/actionCable.js b/app/javascript/dashboard/helper/actionCable.js
index 4efde4d91..1fb9961dc 100644
--- a/app/javascript/dashboard/helper/actionCable.js
+++ b/app/javascript/dashboard/helper/actionCable.js
@@ -1,6 +1,5 @@
 import AuthAPI from '../api/auth';
 import BaseActionCableConnector from '../../shared/helpers/BaseActionCableConnector';
-/* global bus */
 
 class ActionCableConnector extends BaseActionCableConnector {
   constructor(app, pubsubToken) {
diff --git a/app/javascript/dashboard/i18n/locale/en/chatlist.json b/app/javascript/dashboard/i18n/locale/en/chatlist.json
index 083aa86da..a0b31427f 100644
--- a/app/javascript/dashboard/i18n/locale/en/chatlist.json
+++ b/app/javascript/dashboard/i18n/locale/en/chatlist.json
@@ -10,7 +10,8 @@
     "SEARCH": {
       "INPUT": "Search for People, Chats, Saved Replies .."
     },
-    "STATUS_TABS": [{
+    "STATUS_TABS": [
+      {
         "NAME": "Open",
         "KEY": "openCount"
       },
@@ -19,8 +20,8 @@
         "KEY": "allConvCount"
       }
     ],
-
-    "ASSIGNEE_TYPE_TABS": [{
+    "ASSIGNEE_TYPE_TABS": [
+      {
         "NAME": "Mine",
         "KEY": "me",
         "COUNT_KEY": "mineCount"
@@ -36,8 +37,8 @@
         "COUNT_KEY": "allCount"
       }
     ],
-
-    "CHAT_STATUS_ITEMS": [{
+    "CHAT_STATUS_ITEMS": [
+      {
         "TEXT": "Open",
         "VALUE": "open"
       },
@@ -50,7 +51,6 @@
         "VALUE": "bot"
       }
     ],
-
     "ATTACHMENTS": {
       "image": {
         "ICON": "ion-image",
@@ -77,6 +77,8 @@
         "CONTENT": "has shared a url"
       }
     },
-    "RECEIVED_VIA_EMAIL": "Received via email"
+    "RECEIVED_VIA_EMAIL": "Received via email",
+    "VIEW_TWEET_IN_TWITTER": "View tweet in Twitter",
+    "REPLY_TO_TWEET": "Reply to this tweet"
   }
 }
diff --git a/app/javascript/dashboard/i18n/locale/en/conversation.json b/app/javascript/dashboard/i18n/locale/en/conversation.json
index 44d71f195..ab86c648a 100644
--- a/app/javascript/dashboard/i18n/locale/en/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/en/conversation.json
@@ -11,6 +11,9 @@
     "LOADING_CONVERSATIONS": "Loading Conversations",
     "CANNOT_REPLY": "You cannot reply due to",
     "24_HOURS_WINDOW": "24 hour message window restriction",
+    "LAST_INCOMING_TWEET": "You are replying to the last incoming tweet",
+    "REPLYING_TO": "You are replying to:",
+    "REMOVE_SELECTION": "Remove Selection",
     "DOWNLOAD": "Download",
     "HEADER": {
       "RESOLVE_ACTION": "Resolve",
diff --git a/app/javascript/shared/constants/busEvents.js b/app/javascript/shared/constants/busEvents.js
new file mode 100644
index 000000000..cae34e75b
--- /dev/null
+++ b/app/javascript/shared/constants/busEvents.js
@@ -0,0 +1,3 @@
+export const BUS_EVENTS = {
+  SET_TWEET_REPLY: 'SET_TWEET_REPLY',
+};
diff --git a/app/javascript/shared/constants/messageTypes.js b/app/javascript/shared/constants/messageTypes.js
new file mode 100644
index 000000000..0dda2dadd
--- /dev/null
+++ b/app/javascript/shared/constants/messageTypes.js
@@ -0,0 +1,6 @@
+export const MESSAGE_TYPE = {
+  INCOMING: 0,
+  OUTGOING: 1,
+  ACTIVITY: 2,
+  TEMPLATE: 3,
+};
diff --git a/app/javascript/shared/helpers/MessageFormatter.js b/app/javascript/shared/helpers/MessageFormatter.js
index a31d9c8e8..c62594b26 100644
--- a/app/javascript/shared/helpers/MessageFormatter.js
+++ b/app/javascript/shared/helpers/MessageFormatter.js
@@ -1,13 +1,32 @@
 import { escapeHtml } from './HTMLSanitizer';
+const TWITTER_USERNAME_REGEX = /(^|[^@\w])@(\w{1,15})\b/g;
+const TWITTER_USERNAME_REPLACEMENT =
+  '$1<a href="http://twitter.com/$2" target="_blank" rel="noreferrer nofollow noopener">@$2</a>';
+
+const TWITTER_HASH_REGEX = /(^|\s)#(\w+)/g;
+const TWITTER_HASH_REPLACEMENT =
+  '$1<a href="https://twitter.com/hashtag/$2" target="_blank" rel="noreferrer nofollow noopener">#$2</a>';
 
 class MessageFormatter {
-  constructor(message) {
+  constructor(message, isATweet = false) {
     this.message = escapeHtml(message || '') || '';
+    this.isATweet = isATweet;
   }
 
   formatMessage() {
     const linkifiedMessage = this.linkify();
-    return linkifiedMessage.replace(/\n/g, '<br>');
+    const messageWithNextLines = linkifiedMessage.replace(/\n/g, '<br>');
+    if (this.isATweet) {
+      const messageWithUserName = messageWithNextLines.replace(
+        TWITTER_USERNAME_REGEX,
+        TWITTER_USERNAME_REPLACEMENT
+      );
+      return messageWithUserName.replace(
+        TWITTER_HASH_REGEX,
+        TWITTER_HASH_REPLACEMENT
+      );
+    }
+    return messageWithNextLines;
   }
 
   linkify() {
diff --git a/app/javascript/shared/helpers/specs/MessageFormatter.spec.js b/app/javascript/shared/helpers/specs/MessageFormatter.spec.js
index 441048497..2afc97e92 100644
--- a/app/javascript/shared/helpers/specs/MessageFormatter.spec.js
+++ b/app/javascript/shared/helpers/specs/MessageFormatter.spec.js
@@ -10,4 +10,26 @@ describe('#MessageFormatter', () => {
       );
     });
   });
+
+  describe('tweets', () => {
+    it('should return the same string if not tags or @mentions', () => {
+      const message = 'Chatwoot is an opensource tool';
+      expect(new MessageFormatter(message).formattedMessage).toEqual(message);
+    });
+
+    it('should add links to @mentions', () => {
+      const message =
+        '@chatwootapp is an opensource tool thanks @longnonexistenttwitterusername';
+      expect(new MessageFormatter(message, true).formattedMessage).toEqual(
+        '<a href="http://twitter.com/chatwootapp" target="_blank" rel="noreferrer nofollow noopener">@chatwootapp</a> is an opensource tool thanks @longnonexistenttwitterusername'
+      );
+    });
+
+    it('should add links to #tags', () => {
+      const message = '#chatwootapp is an opensource tool';
+      expect(new MessageFormatter(message, true).formattedMessage).toEqual(
+        '<a href="https://twitter.com/hashtag/chatwootapp" target="_blank" rel="noreferrer nofollow noopener">#chatwootapp</a> is an opensource tool'
+      );
+    });
+  });
 });
diff --git a/app/javascript/shared/mixins/alertMixin.js b/app/javascript/shared/mixins/alertMixin.js
index 61aa7e04e..ba0064f44 100644
--- a/app/javascript/shared/mixins/alertMixin.js
+++ b/app/javascript/shared/mixins/alertMixin.js
@@ -1,4 +1,3 @@
-/* global bus */
 export default {
   methods: {
     showAlert(message) {
diff --git a/app/javascript/shared/mixins/messageFormatterMixin.js b/app/javascript/shared/mixins/messageFormatterMixin.js
index a15504eec..44c2fe212 100644
--- a/app/javascript/shared/mixins/messageFormatterMixin.js
+++ b/app/javascript/shared/mixins/messageFormatterMixin.js
@@ -2,8 +2,8 @@ import MessageFormatter from '../helpers/MessageFormatter';
 
 export default {
   methods: {
-    formatMessage(message) {
-      const messageFormatter = new MessageFormatter(message);
+    formatMessage(message, isATweet) {
+      const messageFormatter = new MessageFormatter(message, isATweet);
       return messageFormatter.formattedMessage;
     },
     truncateMessage(description = '') {
diff --git a/app/javascript/widget/assets/scss/woot.scss b/app/javascript/widget/assets/scss/woot.scss
index 222275592..ba6d93e23 100755
--- a/app/javascript/widget/assets/scss/woot.scss
+++ b/app/javascript/widget/assets/scss/woot.scss
@@ -50,3 +50,7 @@ body {
     }
   }
 }
+
+.cursor-pointer {
+  cursor: pointer;
+}
diff --git a/app/javascript/widget/components/AgentMessageBubble.vue b/app/javascript/widget/components/AgentMessageBubble.vue
index dfbcbed74..135c9f0e1 100755
--- a/app/javascript/widget/components/AgentMessageBubble.vue
+++ b/app/javascript/widget/components/AgentMessageBubble.vue
@@ -4,7 +4,7 @@
       v-if="!isCards && !isOptions && !isForm && !isArticle"
       class="chat-bubble agent"
     >
-      <span v-html="formatMessage(message)"></span>
+      <span v-html="formatMessage(message, false)"></span>
       <email-input
         v-if="isTemplateEmail"
         :message-id="messageId"
diff --git a/app/javascript/widget/components/UserMessageBubble.vue b/app/javascript/widget/components/UserMessageBubble.vue
index 4811ee979..7d54472cf 100755
--- a/app/javascript/widget/components/UserMessageBubble.vue
+++ b/app/javascript/widget/components/UserMessageBubble.vue
@@ -2,7 +2,7 @@
   <div
     class="chat-bubble user"
     :style="{ background: widgetColor }"
-    v-html="formatMessage(message)"
+    v-html="formatMessage(message, false)"
   />
 </template>
 
diff --git a/app/models/message.rb b/app/models/message.rb
index f1388b59d..3249498fc 100644
--- a/app/models/message.rb
+++ b/app/models/message.rb
@@ -50,7 +50,10 @@ class Message < ApplicationRecord
     incoming_email: 8
   }
   enum status: { sent: 0, delivered: 1, read: 2, failed: 3 }
-  store :content_attributes, accessors: [:submitted_email, :items, :submitted_values, :email], coder: JSON
+  # [:submitted_email, :items, :submitted_values] : Used for bot message types
+  # [:email] : Used by conversation_continuity incoming email messages
+  # [:in_reply_to] : Used to reply to a particular tweet in threads
+  store :content_attributes, accessors: [:submitted_email, :items, :submitted_values, :email, :in_reply_to], coder: JSON
 
   # .succ is a hack to avoid https://makandracards.com/makandra/1057-why-two-ruby-time-objects-are-not-equal-although-they-appear-to-be
   scope :unread_since, ->(datetime) { where('EXTRACT(EPOCH FROM created_at) > (?)', datetime.to_i.succ) }
diff --git a/app/services/twitter/send_on_twitter_service.rb b/app/services/twitter/send_on_twitter_service.rb
index 93088fb41..7d08b7535 100644
--- a/app/services/twitter/send_on_twitter_service.rb
+++ b/app/services/twitter/send_on_twitter_service.rb
@@ -29,7 +29,7 @@ class Twitter::SendOnTwitterService < Base::SendOnChannelService
   end
 
   def screen_name
-    "@#{additional_attributes ? additional_attributes['screen_name'] : ''} "
+    "@#{reply_to_message.sender&.additional_attributes.try(:[], 'screen_name') || ''}"
   end
 
   def send_direct_message
@@ -39,10 +39,18 @@ class Twitter::SendOnTwitterService < Base::SendOnChannelService
     )
   end
 
+  def reply_to_message
+    @reply_to_message ||= if message.in_reply_to
+                            conversation.messages.find(message.in_reply_to)
+                          else
+                            conversation.messages.incoming.last
+                          end
+  end
+
   def send_tweet_reply
     response = twitter_client.send_tweet_reply(
-      reply_to_tweet_id: conversation.additional_attributes['tweet_id'],
-      tweet: screen_name + message.content
+      reply_to_tweet_id: reply_to_message.source_id,
+      tweet: "#{screen_name} #{message.content}"
     )
     if response.status == '200'
       tweet_data = response.body
diff --git a/spec/factories/messages.rb b/spec/factories/messages.rb
index dee821a4f..ed9574e8b 100644
--- a/spec/factories/messages.rb
+++ b/spec/factories/messages.rb
@@ -9,7 +9,7 @@ FactoryBot.define do
     account { create(:account) }
 
     after(:build) do |message|
-      message.sender ||= create(:user, account: message.account)
+      message.sender ||= message.outgoing? ? create(:user, account: message.account) : create(:contact, account: message.account)
       message.inbox ||= create(:inbox, account: message.account)
       message.conversation ||= create(:conversation, account: message.account, inbox: message.inbox)
     end
diff --git a/spec/lib/integrations/slack/send_on_slack_service_spec.rb b/spec/lib/integrations/slack/send_on_slack_service_spec.rb
index a709c2ce0..0fd8270fd 100644
--- a/spec/lib/integrations/slack/send_on_slack_service_spec.rb
+++ b/spec/lib/integrations/slack/send_on_slack_service_spec.rb
@@ -20,7 +20,7 @@ describe Integrations::Slack::SendOnSlackService do
       expect(slack_client).to receive(:chat_postMessage).with(
         channel: hook.reference_id,
         text: message.content,
-        username: "Agent: #{message.sender.name}",
+        username: "Contact: #{message.sender.name}",
         thread_ts: conversation.identifier,
         icon_url: anything
       )