workflow · how to

Set up listening keywords

Follow the set up listening keywords workflow in Slack.

Goal

Set up brand-scoped listening keywords so mentions and signals appear as alerts you can reply to or dismiss from Slack.

When to use this

Use listening keywords when you want proactive alerts for brand terms, handles, or hashtags without checking each platform manually. Workspace admins configure keywords because the listen flow enforces admin permission and resolves the active brand before the setup modal opens.

Before you begin

You need workspace admin access and an active brand selected. Listening keywords apply to one brand at a time. Confirm the brand switcher in App Home shows the brand you want to monitor before you create or edit a keyword.

Steps

Open listening setup

  1. Open /social and search for listening in the command palette.
  2. Run the listening action to open the keyword create modal.
  3. Confirm the active brand shown in the flow is the one you want to monitor.

You can also open Set up listening from the Engage or Inbox area in App Home when that entry is visible.

Create a keyword

  1. Enter the keyword, hashtag, or handle to watch.
  2. Choose monitoring options presented in the create modal.
  3. Submit the modal to save the keyword with brand-scoped metadata.

The listen command validates command payload and trigger context before the modal opens.

Edit an existing keyword

  1. Open the keyword from your listening overview, or search for listening in /social and choose the edit path when it is available.
  2. Update fields in the keyword edit modal. Existing trigger and platform settings are preserved on save.
  3. Submit to update the keyword for the active brand.

Respond to listening alerts

When a listening alert appears in Slack or the inbox:

  1. Choose Reply to open the inbox reply flow for that conversation.
  2. Choose Dismiss when the alert is handled or not actionable.

Dismiss requires that you own or can act on that conversation.

Route alerts through the inbox

Matches that do not use a dedicated alert channel still appear in the inbox path for the brand. Open the inbox work center from App Home when you want to triage listening matches alongside other conversations.

Edit keywords after strategy changes

When a campaign ends or a handle changes, edit the keyword instead of creating a duplicate. The edit modal preserves trigger and platform settings so you only change the term you monitor.

Confirm it worked

The keyword appears in your listening setup for the brand. New matches route through the alert path configured in the keyword. After Reply, the reply modal opens for the matched conversation. Dismiss removes the alert from your active queue when you have permission to act on it.

Troubleshooting

Listening action does not open or says admin required

Only workspace admins can run the listen command. Ask a workspace admin to create or edit keywords, or confirm your role includes admin access.

Modal opens for the wrong brand

Switch to the correct active brand in App Home, then run the listening action again from /social.

Create submit fails

Reopen the create modal and fix any fields highlighted in validation before you submit again.

Edit path not available

Search for listening in /social after you select the brand that owns the keyword. Some edit entry points appear only when a keyword already exists for that brand.

Dismiss is disabled

You must own or be able to act on the conversation tied to the alert. Open the conversation from the inbox if you need to claim it first.

Reply opens an empty thread

Confirm the matched conversation still exists in the inbox. Retry Reply from the alert after you refresh App Home.

No alerts after creating a keyword

New keywords need time to match incoming signals. Confirm the term matches how people post on the monitored source. Edit the keyword if the handle or hashtag format was wrong.

Multiple keywords for one brand

Each keyword is brand-scoped. Create separate keywords for distinct terms rather than combining unrelated handles in one entry.