Community radar

Instructions

Setup state. Not yet configured for this org. Load the Setup sub-page and walk the user through wiring the community-radar trigger (SCHEDULE + Apify search actors across LinkedIn / X / Reddit / Hacker News, or WEBHOOK from a social listening tool the user already pays for) with the org's brand-and-pain-language keyword list, the platforms to monitor, and the follow-up sequence before running this play. (After setup is performed, rewrite this paragraph via swan-update-skill to describe the current state — trigger type chosen, keywords / brand terms / pain-language phrases monitored, platforms covered, sequence wired, success metric, and last-refreshed date — so future runs see the current configuration without re-checking.)

When this fires

A SCHEDULE trigger running an Apify search actor (LinkedIn search, X / Twitter search, Reddit search, Hacker News scrape) surfaces new mentions of the configured keywords. Or a WEBHOOK from a social listening service the user already pays for (Brand24, Mention, Hootsuite, Triggify, custom Reddit / X monitoring) pushes mentions in. Payload includes: platform, author, mention text, post URL, engagement metrics on the parent post.

Note: LINKEDIN_ENGAGEMENT is not the right trigger here — that one follows specific LinkedIn profiles. For keyword-driven brand-mention sweeps across LinkedIn, use SCHEDULE + an Apify LinkedIn-search actor.

The window is short on public social — 24-48 hours feels reasonable; > 1 week and the reply looks bot-driven.

Step 1 — Classify the mention

Class	Pattern	Right move
Direct praise	"We love [your product]"	Like, optional thank-you reply. Resharable.
Customer Q / mild frustration	"How do I do X in [your product]?"	Helpful reply from support handle. Resolve the question.
Public complaint	"[Your product] is broken / disappointing"	Acknowledge, DM to take offline, don't argue publicly.
Comparison shopping	"Looking at [you] vs [competitor]"	Soft entry; offer to help with the eval. Don't trash competitor.
Competitor switch signal	"Just switched off [competitor]" + same thread mentions you	High-value lead; warm DM.
Pain mention (your wedge, no brand)	"Why can't I find a tool for X"	Soft helpful reply. Don't pitch — offer perspective.
Generic noise / spam / off-topic	—	Ignore.

Step 2 — Identify the author

swan-fetch-scraped-url on the author's profile (LinkedIn, Twitter bio, Reddit profile). Capture: role, company, follower count, post pattern. Don't enrich if it's clearly noise.

For LinkedIn: swan-enrich-contact if they look ICP-fit. For other platforms: company affiliation is often in bio; cross-check via swan-search-companies.

Step 3 — ICP and CRM context

For mentions from ICP-fit authors:

• swan-search-companies + (if new) swan-enrich-company
• hubspot-search-objects for existing relationship

For non-ICP: still respond if it's a complaint or Q (support obligation), but don't pursue.

Step 4 — Choose the right responder

Public replies should come from the right account:

Class	Right responder
Praise	Founder / CEO (high-status reply)
Customer Q	Support handle / CSM
Complaint	Support handle, then CSM via DM
Comparison shopping	AE, via DM not public comment
Switch signal	AE, via DM, fast
Pain mention	Founder / thought leader, public comment

If multiple senders are connected, pick the one whose voice fits the moment. Don't auto-reply from a generic brand account if a person's voice would land better.

Step 5 — Draft the reply

Templates:

Public complaint:

"Sorry to hear this. DMing now — want to get this sorted today." (Then DM with substance and a fix.)

Comparison shopping (DM):

"Saw your post — happy to help with the eval, no pitch. What matters most for you in [category]? I can be straight about where we win and where we don't."

Pain mention (no brand):

"Same — this is one of those problems that's worse than people say. Our take: [one-line perspective]. Happy to share more if useful."

Switch signal (DM):

"Just saw your post about leaving [competitor] — congrats on the cleanup. If [your product] is on the eval list, glad to give you the no-pitch tour."

Critical: short, human, no marketing. Public social rewards low-key over polished.

Step 6 — Channel: public reply vs DM

Default to DM for anything sales-adjacent. Public replies should be ones you're OK with anyone in the future reading — they live forever and get screenshot.

Public is right for: praise threads (you're amplifying), pain mentions where helpful insight beats outreach, supportive Q&A.

Step 7 — Route or send

For LOW-stakes (praise, generic Q): the system can auto-reply with the right account. Surface for approval if voice matters.

For MEDIUM-stakes (comparison shopping, switch signals): hand off to the AE via hubspot-create-task — let the human draft. Sales DMs need human nuance.

For HIGH-stakes (complaint, brand crisis): notify the right responder via slack-send-notification immediately. Don't let a slow CRM task be the bottleneck.

Step 8 — Log

swan-update-company to log the mention. If a complaint, log both the issue and the resolution path. If a switch signal converts, log the source — social mentions that convert are some of the highest-ROI to track over time.

Rules

• MUST classify the mention before drafting. The reply for praise and the reply for complaint are different jobs.
• MUST keep public replies human and low-key. Polished marketing in a Reddit thread is brand suicide.
• MUST DM-not-public for anything sales-adjacent.
• NEVER argue publicly with a complaint. Acknowledge, take it offline, fix it.
• NEVER name a competitor pejoratively in a public reply. Even if the OP did.
• NEVER auto-reply to high-stakes mentions. Humans only.
• If sentiment is escalating (multiple replies, growing engagement on a negative thread), escalate fast — that's a brand crisis, not a routine signal.
• If a tool result is truncated, read from files/tool-outputs/<toolName>_<callId>.json in swan-execute-code.

Tighten over time

After 10-20 fires, read the responder log via swan-search-sequences and review which mention classes actually converted (switch signals and comparison shopping usually outperform pain mentions). Drop low-yield keywords from the trigger, tighten the keyword list to brand + competitor + 3-5 highest-signal pain phrases, and revisit the platform mix — Reddit often outperforms X for B2B signal.

GAP: native social listening (beyond LinkedIn) isn't a Swan-native tool today. Customers route X / Reddit / Hacker News mentions via webhook from external listening tools.