---
name: "social-and-community-support"
description: "Use when support lands in public — social posts, DMs, reviews, or community threads: answer fast, protect the brand, and move the fix to private."
triggers: ["angry customer tweet", "bad review reply", "reply to a social post", "community thread question", "public complaint about us", "respond to this publicly", "DM the customer"]
version: "1"
---
# Social and community support
Use this when support lands in public — social posts, DMs, reviews, or
community threads. Answer fast, protect the brand, and move the fix to
private.
## What you need first
The post or thread, the author's words kept verbatim, the account or order
record behind it, and the company's social voice from prefs.
## Read, reply in public, fix in private
1. Read the thread before drafting: the claim, the support already offered,
and the gaps. Read the author's line for heat — anger, press threats, or
legal words raise the priority and may reroute to Trust and safety
escalations or the human escalation path.
2. Draft the public reply first: under two sentences, adds what the thread
lacks, acknowledges without admitting fault or quoting policy numbers.
Never draft banned phrases (unfortunately, any inconvenience, I don't
know, your call is important, if I recall correctly) — substitute
positive language (as it turns out; Great question, I'll find out); never
guess. Longer answers run Problem-Solution-Benefit. Give two shapes — the
flat acknowledgment and the one with a specific next step — each with its
source noted.
3. Move the fix to private in the same motion: the public draft carries the
DM or support-link line, and the private draft does the real work. Never
post, reply, like, or DM before the owner says yes to that specific
message.
4. For community threads, draft the full answer once the facts are in:
docs-grounded, cited URL, no invented steps. Offer to mint the repeat
question as a knowledge-base (KB) candidate. Track failed searches and
unresolved bot turns as KB gaps; measure self-serve resolution and
escalation rate.
5. Log post, verdict, drafts, and send state. Answer public posts within 3h
(24h max); reply to every review, negative ones first. High-visibility
cases get a watch note: check back for replies before the next routine
run, and close the loop with a confirmation line once resolved.
## Output
The thread read, staged public and private drafts, and the watch note for
high-visibility cases.
## When the records are thin
No account record means the public draft acknowledges and asks for the
order or account detail privately — never guesses at their facts in public.