Agents
Rules that act on a mention as soon as it is triaged — label it, assign it, notify someone, or draft a reply.
An agent is a rule: when something happens, and only if some conditions hold, then do something. When a mention is triaged, and only if the Reply call is Reply now and the subject is A topic, then draft a reply, assign it to Mark and post to #inbound.
Agents file, label and draft. They never post a reply for you.
Paid plans
Agents are available on Plus, Pro and Business.
Compare plans.
Triggers
| Trigger | Fires |
|---|---|
| Every triaged mention | Once relevance, labels and the Reply call exist. Most agents want this |
| Every new mention | As soon as a mention is collected, before triage |
| On a schedule | On a clock (UTC), over everything collected since the last run |
On Every new mention, conditions on relevance, labels, subject, sentiment or the Reply call never match — none of them exist yet.
Conditions
Each condition tests one field:
| Field | Values |
|---|---|
| Relevance | 0–100, with is at least or is at most |
| Label | Any built-in label or one of yours |
| Reply call | Reply now, Reply, carefully, Watch, Skip |
| Subject | Your brand, A competitor, A topic — or Different meaning, Spam, Off-brief |
| Sentiment | Positive, Neutral, Negative |
| Platform | Any of the ten |
| Keyword | Any keyword in the project |
| Followers | A number, with is at least or is at most |
Several values in one condition mean any of them — Label is one of Question, Complaint. Separate conditions combine with AND; all of them have to hold.
Agents skip posts that were filtered out or are already closed.
Actions
Actions run in order:
| Action | Does |
|---|---|
| Draft a reply | Writes a reply in the tone you choose, saved to the mention. See Replies |
| Add a label | Applies a built-in label or one of yours |
| Assign the mention | Puts it in someone's queue |
| Set the status | Archives it, or reopens it |
| Post to Slack / Send an email / Call a webhook | Sends it to one of your notification channels |
Notify actions are instant — an agent's notification is never held for a digest.
Some worth writing
- Hot leads — Every triaged mention, Reply call is Reply now, subject is A topic → draft a reply, assign, post to Slack.
- Competitor churn — Every triaged mention, subject is A competitor, label is Complaint → add your own Churn risk label, post to Slack.
- Bug reports — Every triaged mention, subject is Your brand, label is Has a problem → assign to engineering, call a webhook.
The run log
Every agent keeps a log of what it did and when, with three outcomes:
- Success — conditions matched, actions ran
- Skipped — conditions did not match. Normal, and most of the log
- Failed — an action could not complete, usually a channel that stopped delivering
Check the run log before concluding an agent is not working. A rule that never fires is almost always a condition that is stricter than you think — a relevance floor of 90 on a keyword whose posts top out at 70, or a Reply call condition on a platform that does not get one.