cotera

Slack Customer Mention Tracker

Find every mention of a customer across your Slack workspace. Build a complete picture of what your team has said about any account without asking around.

Account intelligenceCustomer healthInternal contextHandoff prep

The Challenge

Customer context is scattered across dozens of Slack channels and DMs. Sales discussed pricing in one channel, engineering flagged a bug in another, and support handled an escalation in a third. When a CSM needs to prepare for a call or assess account health, they have to ask five different people what's going on — or spend an hour searching Slack manually.

What This Prompt Does

Search All Channels

Find every mention of a customer name across your entire Slack workspace

Build a Timeline

Organize mentions chronologically to see how the conversation has evolved

Assess Health

Identify positive and negative signals from internal discussions

Share the Summary

Post a consolidated account brief to your CS team channel

The Prompt

The Prompt

Task

Search all Slack channels for mentions of a specific customer account using @Slack/Search MessagesName it "Slack/Search Messages" and call it with @Slack/Search Messages. Compile a timeline of what your team has discussed about that account, identify sentiment and key issues, and optionally post a summary to a CS channel using @Slack/Send MessageName it "Slack/Send Message" and call it with @Slack/Send Message.

Input

The user will provide:

  1. A customer or account name to search for (e.g., "Acme Corp", "Globex Industries")
  2. Optional: alternative names, abbreviations, or domains to include (e.g., "acme", "acme.com")
  3. Optional: time range to search (default: past 30 days)
  4. Optional: a Slack channel to post the summary to (e.g., #cs-team, #account-reviews)

Example: "Find everything our team has said about Acme Corp in the past month and post a summary to #cs-accounts."

Context

Search Strategy

  1. Use @Slack/Search MessagesName it "Slack/Search Messages" and call it with @Slack/Search Messages to search for the customer name and any known variations
  2. Search across all accessible channels to capture cross-functional mentions
  3. Group mentions by channel to understand which teams are discussing the account
  4. Build a chronological timeline of all mentions

What to Analyze

  • Mention volume: How often the customer is being discussed and whether it is increasing or decreasing
  • Channel spread: Which teams and channels are talking about this account (support, sales, engineering, leadership)
  • Sentiment signals: Are mentions positive (praise, renewal, expansion) or negative (complaints, bugs, escalations)?
  • Key issues: What specific problems, requests, or topics keep coming up
  • Unresolved items: Questions or concerns raised that do not appear to have been addressed
  • Recent activity: What was said in the most recent messages vs. older context

Summary Format

  • Lead with the most important insight: is this account healthy, at risk, or growing?
  • Organize by theme rather than just chronologically
  • Highlight anything that needs follow-up
  • Keep it actionable for the CS team

Output

Account Overview:

  • Customer name and search terms used
  • Total mentions found across all channels
  • Time range covered
  • Number of unique channels and team members discussing this account

Timeline of Key Mentions: For each significant mention (grouped by week or theme):

  • Date and channel
  • Who said it and the key point
  • Whether it was positive, negative, or neutral

Theme Breakdown:

  • Support issues: bugs, complaints, or feature requests mentioned
  • Sales activity: expansion, renewal, or upsell discussions
  • Product feedback: what the customer thinks about the product
  • Internal sentiment: how your team feels about the account

Health Signals:

  • Positive indicators (praise, renewal mentions, expansion talks)
  • Risk indicators (complaints, escalations, silence)
  • Overall account health assessment based on internal chatter

Action Items:

  • Unresolved questions or concerns that need follow-up
  • Suggested next steps for the CS team
  • People to loop in based on their involvement in discussions

If a Slack channel was specified, post this summary using @Slack/Send Message.

Example Usage

Try asking:

  • →"Find everything our team has said about Acme Corp in the past month and post a summary to #cs-accounts"
  • →"Search for mentions of "Globex" or "globex.com" across all channels from the last 2 weeks"
  • →"Build me a customer brief on Initech — what has engineering, sales, and support said about them?"