Tried this today for something I would have otherwise called in for or tried to contact AA over Twitter with (ticket from yesterday got stuck in ticketing queue)... I was really impressed. After getting past the bot, I was connected to an agent immediately, who seemed equally knowledgeable to any of the phone reservation agents (I just wrote that my ticket was still in the queue after 24 hours and he knew exactly what to do) and solved my issue right away. I've found the agents on Twitter really helpful in the past as well, but the issue has been that during busy times, it can take several hours to receive an initial reply, and then once you DM, it can end up taking a while to get the request fulfilled because they are clearly juggling a lot.