SOCIAL MEDIA
Negative Mention Escalation to Linear with Draft Apology
When a negative or angry brand mention is detected, it opens a triaged Linear issue with the full context and a pre-written apology reply.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule polls for mentions
- ActionCollect recent brand mentionsApify
- ActionClassify sentiment and riskOpenAI
- LogicKeep only negative or high-risk
- ActionDraft apology and set severityOpenAI
- OutputOpen triaged Linear issueLinear
What it does
This workflow is the negative-only fast lane. It scans incoming mentions, isolates the ones expressing frustration, anger, or a service failure, and turns each into a tracked Linear issue. The issue carries the original post, an AI sentiment read, a suggested severity, and a drafted apology or fix-it reply your team can refine and send.
When to use it
Use it when you need an auditable trail for every unhappy customer who posts publicly — and when complaints must route into the same tracker your team already lives in, not a separate inbox someone forgets to check.
How it works
- 1On a schedule, Apify collects recent public mentions of your brand.
- 2OpenAI classifies sentiment and flags posts signaling complaints, outages, or churn risk.
- 3A logic branch keeps only negative and high-risk mentions; everything else stops here.
- 4OpenAI drafts an empathetic reply and proposes an issue severity.
- 5A Linear issue is created with the mention link, sentiment, severity label, and the draft reply in the description, assigned to the social triage team.
Set it up
What you configure once, before turning it on.
- 1Connect ApifyActors, scrapers, datasets.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect LinearIssues, projects, cycles, triage.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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