A droid that watches what the world says about you — reviews, social mentions, forums — and acts on each one: it drafts a reply in your voice, thanks the promoters, routes the bug reports straight to engineering, and escalates anything PR-sensitive before it snowballs. Nothing sits unanswered, and the gold buried in feedback actually reaches the backlog.
Does
Triages reviews, routes the bugs
Where
Consumer app, ~7-person marketing
Reaches people on
Slack, public replies
Works inside
Review sites, Linear
Runs
Hourly sweep + on every mention
01The situation
Feedback arrives faster than a small team can ever read it.
Reviews and mentions came in faster than a seven-person team could ever keep up with, so most went unanswered. The praise went unthanked, the questions went cold, and — worst of all — the clear bug reports buried inside one-star reviews never made it to anyone who could fix them.
And every so often a single frustrated post would start gathering steam while everyone was heads-down, turning a fixable complaint into a small fire. Watching every channel, all the time, and acting on each item was simply more than the team had hours for.
02How it works
How the droid took it on.
Rather than let mentions pile up, the team handed the watch over. The droid sweeps every channel, drafts a reply in the brand voice, routes the bugs to engineering, and escalates only what could become a PR problem.
TASK#357Reviews & mention triagestanding
trigger
Every hour, a sweep of reviews, social, and forums
also
Any mention as it lands, plus a daily digest
scope
Every public mention of the brand
runs as
A contained droid action per mention
memory
Recurring themes, known bugs, and who's a promoter
Set up once, in plain language: “watch what people say about us, reply in our voice, send the bugs to engineering, and pull me in only for anything that could become a PR problem.” The droid turned that into a standing job, the community manager who never sleeps and never misses a thread.
FIG. 1The durable task, exactly as it exists in the runtime.
The hourly sweeps, the reviews and a marketer's question land on the left. Watch the droid pick up each one and work it across the web and Linear, bringing in a human only for the post that could snowball.
The result
What changed, by the numbers.
Replies draftedeach review and mention answered or queued for a human
Bugs in the backlogfeedback turned into filed issues
~1 in 50items that needed a human, with the rest handled
Risks flagged earlyPR-sensitive items escalated while still small
An illustrative workflow built from real product mechanics. The connected apps, the schedules and the run handling are how a droid actually works; the companies, the people and the figures are composites rather than a customer's numbers.
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Workflow brief
I run community at a consumer app, and feedback comes in faster than our seven-person team can keep up with. Most reviews and mentions go unanswered: praise unthanked, questions cold, and the clear bug reports buried in one-star reviews never reaching anyone who can fix them. Every so often a single frustrated post gains steam while we're heads-down and turns into a small fire.
Own reviews and mentions. Apps/channels: the web (review sites, social, our forum), Linear (routing bugs to engineering), Slack #marketing (the running feed and escalations).
Run an hourly sweep, and react to mentions as they land. On each sweep:
1. Pull every new review and mention across sites, social, and the forum.
2. Read and classify each one as praise, a question, a bug report, a complaint, or something PR-sensitive.
3. Draft a reply in our brand voice; thank the promoters.
4. For bug reports, file an issue in Linear with the details and draft a holding reply.
Use judgment on what reaches a person: handle praise and routine replies (queued for a quick human ok before posting), file and reply to bugs, and for anything PR-sensitive, like a complaint gaining traction or press engaging, escalate to the head of brand immediately with a draft response, but never post it yourself. Post a daily reputation digest. Remember recurring themes, known bugs, and who the promoters are.
