SOCIAL MEDIA
Negative Mention to Zendesk Escalation
Catches negative public mentions of your brand, opens a Zendesk ticket with a drafted apology reply, and pings the on-call support lead so angry posts become tracked, owned cases.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly schedule
- ActionSearch for brand mentionsBrave Search
- ActionClassify and keep negativesOpenAI
- LogicFilter by severity threshold
- ActionDraft apology replyOpenAI
- ActionOpen Zendesk ticketZendesk
- OutputNotify on-call lead in SlackSlack
What it does
This workflow watches for public mentions that read as complaints or anger, then turns each one into a real support case instead of a Slack message that scrolls away. It opens a Zendesk ticket, attaches a suggested empathetic reply, and notifies the on-call lead so nothing public festers unanswered.
When to use it
Use it when negative social mentions are effectively support tickets in disguise and your team measures response SLAs. It closes the gap between someone venting in public and your help desk actually owning it.
How it works
- 1A schedule fires hourly.
- 2Brave Search pulls recent mentions of your brand and products.
- 3OpenAI classifies sentiment and keeps only negative mentions, extracting the core complaint.
- 4A logic step filters out anything below a configurable severity threshold.
- 5OpenAI drafts a short, on-brand public apology reply.
- 6Zendesk creates a ticket containing the mention, link, complaint summary, and draft reply.
- 7Slack pings the on-call support lead with the ticket link.
Set it up
What you configure once, before turning it on.
- 1Connect Brave SearchWeb, news, image, video search.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ZendeskTickets, queues, knowledge base.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
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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