Replying to everything is a strategy with a cost
Every mention can trigger an alert. If the team replies to all of them, that looks anxious and actually increases criticism that nobody had noticed. If they ignore all of them, they miss the one that was about to become a problem.
To decide, you need to read the situation. It matters who wrote the mention, whether they have that level of influence, whether a reply would help or make it worse, and whether the tone is criticism or a question wrapped bluntly.
Some mentions grow more visible when you reply. If you reply in public to a dismissive comment, it gets a second life and an audience it did not have before. Knowing when to ignore a mention is a real judgment.
The other option is escalation. If something appears to be the start of an action, a person must be involved right away, no matter how confident the sentiment may seem.
How the agent is built in Agent Studio
In the system prompt, escalation rules come before any rules about replies. Items that must reach a person immediately, such as a security claim, a legal threat, or an on-site report, must be routed on sight rather than by sentiment score.
Prompt skills include the response guidelines and the critics you already know, so a familiar voice is not treated as a new crisis each time it appears.
A Sentiment Analysis node from the AI Custom category pre-scores the batch cheaply in a flow, which keeps the agent's attention on the mentions that warrant a judgment.
The HTTP Request node collects mentions, the Filter node removes obvious noise, and the Agent Chat node passes the rest on.
Items that warrant a reply are sent to Slack with a proposed response. Escalated items go to Slack right away and separately. All the rest are sent to Google Sheets without any notification.
The agent never posts. All replies are drafted, reviewed by a person, and sent by that person. This rule stays in place no matter how routine the reply may seem.
What this agent is built from
- System prompt: states escalation rules before reply rules, with routing on sight rather than sentiment.
- Prompt skills: carry response guidelines and your known recurring critics.
- Sentiment Analysis (AI Custom): pre-scores the batch cheaply so the agent reads what matters.
- HTTP Request (Util): gathers mentions. Filter (Data): drops the obvious noise.
- Agent Chat (Util): passes the remainder over for a judgment per mention.
- Slack (Communication): carries reply candidates in a draft and escalations separately.
- When an ActionFlow is enough: A keyword alert in a channel is a workflow and the right starting point for a small brand.
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