# Mention triage war room for comms and social care teams

> Work a ranked queue of brand mentions on one screen, decide what to ignore, reply to, escalate or ticket, and never double up on a teammate's work.

- Workflow type: app
- Services: Brandwatch, Zendesk, Slack Bot
- Categories: Marketing, Customer Support
- Published: 2026-08-16

## What it does

- Builds a live queue of the last 24 to 48 hours of brand mentions for the listening search you pick, ranked by a risk score you can tune so angry posts from high reach authors sit at the top
- Shows every mention as a card with the author, channel, audience reach, sentiment, an excerpt and a link straight to the original post
- Lets whoever is on shift mark each mention as Ignore, Reply, Escalate or Support issue, recording who decided what and when so triaged items drop out of the shared queue
- Puts a raise a support ticket button and an escalate to chat button on every card, with a header panel counting what each teammate has handled today

## What you'll need

- A Brandwatch account with at least one saved listening search for your brand
- A Zendesk account where support tickets should be raised
- A Slack workspace and a channel where escalations should land
- The people working the shift signed in to the app, so each decision is recorded under their name

## Prompt

Build me a mention triage war room app that my comms and social care team works out of during their shift, instead of scrolling raw Brandwatch results and tracking decisions in a spreadsheet. The app is a shared queue of brand mentions where one person at a time picks what happens to each item, and every decision is remembered.

At the top of the screen put the setup controls. A project picker populated with the Brandwatch List Projects operation, and a query picker populated with Brandwatch List Queries for the selected project, so the team chooses which listening search they are working. Next to those, a time window toggle for the last 24 hours or the last 48 hours, and controls to tune the risk score. Remember the last chosen project, query and window so reopening the app lands the person back where they were.

The main view is the triage queue. Pull mentions with the Brandwatch Retrieve Mentions operation for the selected query and date range, using its filters for sentiment and page type so the team can narrow to, for example, negative mentions on news and forum pages. Sort the queue by a risk score combining negative sentiment and author reach, and expose the weighting of those two factors as a control the user can tune, so a team that cares more about reach than tone can reorder the queue without me rebuilding anything.

Render each mention as a card showing the author, the channel or page type, the author's reach, the sentiment, an excerpt of the mention text, and a link that opens the original post in a new tab. Each card carries a disposition picker with four choices: Ignore, Reply, Escalate, and Support issue. Choosing one saves the decision in the app's own storage along with the mention URL, the person who made the call, and the timestamp, then removes the card from the queue immediately so two teammates never work the same item.

Two action buttons sit on every card. Open Zendesk ticket creates a ticket with the Zendesk Create Ticket operation, using the mention text as the description, including the permalink to the original post, and setting the ticket priority from the author's reach so a large account complaining outranks a small one. Escalate posts the mention into a chosen Slack channel with the Slack Bot Send a Message operation, including the author, reach, sentiment, excerpt and link. Populate the channel picker with the Slack Bot List Channels operation and let the team set a default escalation channel in the app.

Add a small panel in the header showing how many mentions each teammate triaged and escalated today, so a shift handover does not need a separate tally. Add a recently triaged tab listing the items just decided, with the disposition, who chose it and when, and an undo control that returns an item to the queue when someone miscategorizes it.

Three pieces of nuance matter. First, dedupe by mention URL, so an edited post or a re-crawl does not resurface an item that has already been triaged. Second, Brandwatch allows only about 30 API requests per 10 minutes for an entire organization, so fetch the queue in one paged call per refresh using the operation's pagination rather than making a request per card, show when the queue was last refreshed, and put a sensible cooldown on the manual refresh button so a busy shift cannot exhaust the shared limit. Third, triage state lives entirely in the app because Brandwatch has no operation for writing back to an individual mention, so the app's storage keyed by mention URL is the single source of truth for what has been handled.

## How to customize

- Switch the queue between the last 24 and 48 hours, and change how much the ranking weighs negative sentiment against audience reach
- Pick which channel escalations post to, and set how ticket priority is chosen from a mention's reach
- Rename or add disposition buttons so they match the labels your team already uses

## FAQ

### Do triage decisions get written back into Brandwatch?

No. Brandwatch does not let outside tools mark up individual mentions, so the app keeps every decision in its own storage, linked to the web address of the original post. Your Brandwatch account is left untouched.

### What stops two people working the same mention?

A decision is saved the moment someone makes it, and triaged mentions drop straight out of the shared queue. The next teammate to refresh will not be shown an item that has already been handled.

### Can I undo a decision made by mistake?

Yes. A recently triaged tab lists everything just decided along with who decided it, and any item can be sent back to the queue.

### Will this use up my Brandwatch limits?

No. Brandwatch allows only a small number of requests across your whole organization, so the app loads the queue in a single paged fetch each time you refresh instead of looking up each mention separately.

### What happens if the same mention appears twice?

Mentions are matched on the web address of the original post, so an edited or re-crawled item will not pop back into the queue once it has been triaged.

### Can I see how much work each person got through?

Yes. A small panel at the top of the screen shows how many mentions each teammate triaged and escalated today, so shift handovers do not need a separate tally.

Use this prompt in General Input: https://www.generalinput.com/prompts/mention-triage-war-room-for-comms-and-social-care-teams