SOCIAL MEDIA
Triage negative mentions and route each to the right team
Classifies every negative mention by intent — support issue, bug report, PR risk, or sales objection — and files it into the correct queue: Zendesk for support, Linear for bugs.
How it runs
The automated pipeline, trigger to output.
- TriggerNew mention webhookHTTP webhook
- ActionClassify sentiment and intentOpenAI
- LogicBranch on intent category
- ActionFile support issue as ticketZendesk
- ActionFile bug as issueLinear
- OutputSend PR-risk item to commsSlack
What it does
A negative mention isn't always a comms problem — sometimes it's a support ticket, sometimes a real bug, sometimes a sales objection. This workflow reads each negative mention, decides what it actually is, and routes it to the team that can resolve it: a support gripe becomes a Zendesk ticket, a bug report becomes a Linear issue, and anything reputationally risky goes to the comms Slack channel for human judgment.
When to use it
Use it once your mention volume is too high to hand-sort and you're tired of support issues dying in a social feed. It turns scattered public complaints into tracked, owned work in the systems each team already lives in.
How it works
- 1A webhook trigger receives each new mention from your listening tool.
- 2OpenAI classifies sentiment and intent, extracting the actionable detail.
- 3A logic step branches on the intent category.
- 4Support issues create a Zendesk ticket, bugs create a Linear issue, and PR-risk items post to the comms Slack channel with full context.
Set it up
What you configure once, before turning it on.
- 1Connect HTTP webhookTrigger any URL on agent actions.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ZendeskTickets, queues, knowledge base.
- 4Connect LinearIssues, projects, cycles, triage.
- 5Connect SlackChannels, DMs, threads, mentions.
- 6Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 7Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 8Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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