NEEDS ATTENTION
The complaint with the most reach, first.
Not every negative mention carries the same risk. The Needs Attention queue pulls every open negative mention into one view, ranked by estimated reach, so a complaint from a large account surfaces ahead of a quieter one instead of getting lost in a flat, chronological feed.
HOW IT WORKS
The workflow, step by step.
Negative mentions are scored on arrival
Sentiment scoring flags negative mentions automatically as they're tracked, no manual read required to spot them.
They land ranked by reach at risk
Open negative mentions surface in the Needs Attention queue, ordered by the estimated reach behind each post.
Work the queue, not the whole feed
Mark each one open, follow up, done, or irrelevant as your team responds, so nothing sits unresolved and nothing gets triaged twice.
WHAT'S INCLUDED
What makes this work.
Ranked by reach, not recency
A complaint from an account with a large following surfaces above a quieter one, even if the quieter one arrived first.
Shared status across your team
Open, follow up, done, and irrelevant states are visible to everyone on the account, so a team can split the queue without duplicating work.
Only open negative mentions
The queue stays focused on what actually needs a response, not a mix of every sentiment class.
Same data as your reputation score
The queue pulls from the same scored mentions feeding your reputation score, so nothing needs a separate setup step.
FAQ
Questions about needs attention queue
How is "reach at risk" calculated?
From the estimated reach of the post itself, the same reach figure shown on each mention in your feed.
Does a mention leave the queue once I've replied?
It stays until you mark it done, follow up, or irrelevant. Replying to a post yourself doesn't change its status automatically.
Can more than one person work the queue at once?
Yes. Status is shared across your account, so a team can divide the queue without two people responding to the same mention.
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