{
  "id": "workflow:social-media-support-monitoring",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-channels.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Social Media Support Monitoring",
    "workflowKind": "operational",
    "triggerType": "continuous",
    "typicalCadence": "daily",
    "complexity": "cross-team",
    "description": "Monitors and responds to customer support needs surfacing through social\nmedia channels — scanning brand mentions, tags, and relevant keywords\nacross Twitter/X, LinkedIn, Facebook, and review platforms using social\nlistening tools, classifying mentions by sentiment and intent to\ndistinguish support requests from general commentary, routing\nsupport-worthy mentions to trained agents with social response expertise,\nmanaging public response SLAs with escalation paths for viral negative\nposts, transitioning complex issues from public threads to private DM\nconversations while maintaining audit trails, coordinating with marketing\non brand voice consistency in public support responses, tracking social\nsupport volume trends and response effectiveness metrics, and identifying\nrecurring product issues surfacing through social channels before they\nappear in ticket queues. Produces social support volume dashboards,\nsentiment trend reports, and public response SLA compliance metrics.\nExcludes social media marketing and community management.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "role:devrel",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "role:data-analyst",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "skill-area:customer-success",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "skill-area:community-management",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "domain:digital-marketing",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "responsibility:respond-incidents",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "responsibility:slo-definition",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:social-media-support-monitoring",
      "to": "org-unit:marketing-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}