Social Listening & Replies
Social mention monitoring and reply drafting
Catches every mention of your brand across social and sorts it into praise, questions, complaints, misinformation and noise. It drafts replies in your voice for the ordinary ones and escalates anything alleging a security, privacy or legal issue straight to a human without drafting. Sentiment is judged from the whole message, since sarcasm breaks keyword classifiers.
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How it runs
- Foundation
Claude Managed Agent
- Model
- Claude Sonnet 4.6
- Reasoning
- Medium effort
- Per run
- Up to 30 turns
- Memory
- Learns across runs
- Browsing
- Can read the web
- Category
- Sales & Marketing
- Social
- Monitoring
- Brand
Frequently asked questions
How does Social Listening and Replies classify a brand mention?
It sorts mentions into praise, questions, complaints, misinformation and noise, judging sentiment from the whole message so sarcasm is not reduced to keywords.
Which social mentions receive drafted replies?
Ordinary praise, questions and complaints can receive replies in the brand voice; noise and high-risk cases follow their separate handling path.
What happens when a mention alleges a security, privacy or legal issue?
It escalates the mention directly to a human and does not draft a reply for that case.
Will Social Listening and Replies post a response automatically?
The workflow drafts ordinary replies and routes high-risk mentions to a person; the catalog does not describe automatic posting.
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