Hey @User281   

Paul here from Intercom Support

I think the best option here would be to go through our Messenger so we can go through all the details about the Twitter integration and explain fully how it works  

Hey @User281! Daniel from Customer Support Engineering here  

An update regarding our Twitter integration:

We no longer support a native Twitter integration. Continuing to provide the Twitter integration using Twitter’s new APIs would require development work and additional costs for us and customers. Due to this we are no longer supporting it.

We recommend using Twitter’s software, such as their web app or Tweetdeck. You may also consider using a third party social media management tool, designed specifically for social media monitoring.

Historical Twitter conversations will still appear in your workspace and in your conversation reports, however they will be in a “view-only” state and new replies will be unable to be sent on them.

It appears that Intercom no longer supports a native Twitter integration due to the development work and costs associated with Twitter's new APIs. Historical Twitter conversations will still be visible in your workspace and reports but in a "view-only" state, meaning you cannot send or receive new messages through Intercom. They recommend using Twitter's own tools or third-party social media management software for ongoing interaction​ (Intercom Community | Community).