AI Social Media Triage Agent

How Cassidy automatessocial media triage using AI

Step 1: Trigger on new social message or mention

The Workflow activates when a new message, comment, review, or mention arrives from connected social channelsX, Instagram, Facebook, TikTok, YouTube, or review platforms.

Step 2: Classify intent, sentiment, and priority

Cassidy analyzes the message using your Knowledge Base of client playbooks and classification guidelines, detecting intent (complaint, question, crisis flag), sentiment severity, and relevant tags like product line, campaign, or location.

Step 3: Enrich with author and customer context

The Workflow pulls author history, follower count, verification status, and linked CRM records to build a complete picture of whos reaching out and their relationship with the brand.

Step 4: Route to the right queue with SLA timers

Based on client-specific rulessentiment thresholds, VIP tiers, crisis keywordsCassidy assigns the message to the appropriate skill-based or brand queue and starts First Response Time and Resolution SLA clocks.

Step 5: Draft response and flag for approval

Cassidy generates a suggested reply using approved macros, tone guidelines, and Knowledge Base content, then routes sensitive responses through Human-in-the-Loop approval before posting.

Step 6: Escalate or convert to case when needed

High-priority threads automatically convert to tracked cases with full context, triggering alerts to stakeholders and creating tickets in connected help desks or CRMs like Salesforce or Zendesk.

Step 7: Log resolution and update reporting

Once resolved, Cassidy captures disposition codes, applies resolution tags, and syncs data to dashboardsgiving you real-time visibility into SLA attainment, sentiment trends, and client-facing metrics.