Slack Customer Mention Tracker

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.