Route the right comment to the right team, automatically
Some comments need PR, some need CX, some need legal. FeedGuardians routes each flagged comment to the right team based on rules you define — with full context, SLA tracking, and cross-team handoff.
Start Free TrialAvg time from flag to routing
A customer complaint, a legal issue, and a PR risk all need different teams, different speeds, and different handling. When everything flows into one inbox, important items get buried. When every flagged comment requires a human to triage, your fastest responders are always the bottleneck.
FeedGuardians routes flagged comments to the right team automatically based on AI classification plus your custom rules. A complaint about product quality goes to CX. A comment challenging brand disclosure goes to legal. A viral negative cluster goes to PR. Each team sees only what they need, with full context and SLA tracking.
Everything the workflowincludes
Classification-based routing
Complaints route to CX. Legal references route to legal. Sentiment spikes route to PR. Product questions route to CX or auto-reply based on complexity.
Per-team queues with own SLAs
Each receiving team has its own queue, its own SLA, its own reviewers, and its own notification channel. No cross-contamination.
Cross-team handoff
CX picks up a complaint, realizes it's a brand risk, and hands it off to PR with one click. The handoff preserves all context and audit trail.
Slack, email, PagerDuty routing
Escalations route to whichever channel each team uses. Slack channels for day-to-day, PagerDuty for after-hours critical, email for async.
Priority escalation
Some comments need immediate response. Priority rules fire alerts directly to on-call rotations for the right team without waiting for queue pickup.
Resolution tracking
Every escalation is tracked from flag to resolution with response time, action taken, and outcome. Quarterly reports show team response performance.
From comment to resolution
AI classifies and flags
AI identifies the comment type: complaint, legal reference, PR risk, product question, brand safety issue, etc.
Routing rule applies
Based on classification plus your custom rules (brand, region, severity), the comment routes to the right team's queue.
Team notified in preferred channel
The receiving team gets a Slack, email, or PagerDuty alert with full comment context, classification reasoning, and SLA clock.
Team responds or hands off
Team takes action: respond, escalate internally, hand off to another team, or close. Every decision is logged.
Integrates with
Best for
- Brands with separate CX, PR, legal, and brand safety teams
- Enterprise organizations with complex org charts
- Agencies with client-side escalation requirements
- Brands with 24/7 response obligations
- Multi-region brands with regional routing needs
Common questions
In the dashboard, you build routing rules using a simple IF-THEN builder. "If classification = product_complaint AND region = US → route to #cx-us Slack channel with 15-min SLA." Rules can chain, stack, and prioritize. No code required.
Yes. If a comment matches multiple rules (e.g., both a product complaint and a legal reference), it routes to every matching team simultaneously. The first team to resolve it closes the escalation for everyone.
Configurable escalation. When an SLA is about to breach, an alert fires to the team lead or the on-call rotation. If the SLA fully breaches, the comment can auto-escalate to the next team in the chain or to a designated backup queue.
Yes. FeedGuardians can create tickets in Zendesk, Intercom, Freshdesk, or any ticketing system with a webhook API. Every escalated comment becomes a ticket with full context, linked back to the comment in FeedGuardians.
Yes. The escalation timeline shows every action: when the AI flagged it, when it routed, who picked it up, what actions were taken, and when it was closed. Great for post-incident reviews and compliance audits.
Yes. Critical-severity escalations fire to PagerDuty or Opsgenie on-call rotations regardless of business hours. Non-critical escalations queue up and get picked up in the morning.
Ship the workflow
in minutes
Configure once, deploy across every account, let the team get to work.
Start Free Trial