All case studiesThe droid that runs reviews & mentions

Every review, answered. Every bug, filed.

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.

Hours, not weeks
every review and mention answered while it's fresh
Bugs → backlog
the issues buried in feedback routed to engineering
PR caught early
sensitive posts surfaced before they snowball
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
The 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.

Isometric reviews scene: review cards with star ratings, speech-bubble mentions, a routing arrow to a bug ticket, and a thumbs-up
How 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.

Every mention trips the same loop:

Ongoing handling

How it ran, mention after mention.

Here’s a day of mentions as it actually unfolded — down to how it reached for each tool. Only the one spreading thread ever needed a person.

  1. 9:00amsweep
    • Slack

    Swept 14 new mentions and sorted them into praise, questions, bugs, and one to watch.

  2. 9:05ampraise · 5-star
    • Linear

    Thanked a five-star reviewer and logged their dark-mode request to the product list.

  3. 10:20ambug · upload crash
    • Linear

    Turned a one-star review into a filed bug with repro steps, and drafted a holding reply.

  4. 1:00pmquestion
    • Slack

    Answered a day-sentiment check and flagged a creator's thread to keep an eye on.

  5. 3:20pmviral · creator threadescalated
    • Slack

    Escalated a spreading complaint with press engaging, plus a drafted response.

  6. 5:00pmreputation digest

    The day reconciled — 61 mentions handled, 28 replies, 4 bugs filed, 1 escalated. Sentiment positive.

See it in action

One day, mention by mention.

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.

Feedback used to pile up faster than we could read it, and the bugs hidden in reviews never reached engineering. Now every mention gets a reply in our voice, the bugs land in Linear automatically, and the one post that's about to blow up gets flagged to me with a draft ready. Nothing slips, and nothing catches us off guard.
Devon P.Head of Community, consumer app

An illustrative workflow based on real product mechanics. Tool names and behaviour reflect how a droid actually triggers on events, researches the web, and calls connected apps; figures are directional.

Try it with your droid

Run this workflow yourself.

Copy the brief below and paste it to your droid. It’ll walk you through the prerequisites, connect what it needs, and stand the workflow up with you.

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 reach 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 — 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 — a complaint gaining traction, 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.

What would a droid take off your desk?

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