Draft, approve, and send replies to everything said about your brand
Problem we solve
Every comment, DM, and review about a brand is a small reputation decision made under time pressure. Enterprise brands are held to a 30-minute median response SLA, they can't afford a wrong or off-brand reply, and their community team is drowning in volume across Facebook, Instagram, Twitter, and LinkedIn. The old answer, route everything through WhatsApp threads and hope the right person sees it, doesn't scale and leaves no audit trail.
Brand Moderator is the responding layer. It classifies every incoming item, drafts an on-brand reply grounded in the Agent Playbook, and routes it to a human to approve and send. The one guardrail that never bends: zero auto-posted replies: every response passes an approval confirm before it goes live.
Value & insights we provide
- A single Review Queue across comments, DMs, and reviews, with AI-drafted replies, confidence, and the rule each draft applied
- A Rules Engine that turns a client's escalation matrix into enforced routing (auto-draft, escalate to ticket, human-only)
- An Agent Playbook that keeps replies consistent at volume and improves via the reject-to-update loop (target: ≥70% of AI replies approved with no edit)
- An Action History that proves the human-approval guardrail was followed, the compliance trail regulated brands require
- The AI Researcher for on-demand competitive, brand-health, and crisis deep-dives across 30+ sources
- ≤2★ reviews auto-escalate to the quality desk; AI Spike Detection hands a detected spike straight into the queue
Who uses it
The social/community team lives in the Review Queue daily. The brand manager owns the Rules Engine and Agent Playbook. Compliance and leadership rely on Action History and the AI Researcher.
Features in Brand Moderator
- Action HistoryThe auditable log of every moderation action, which reply was approved or rejected, by which moderator, when, and what the AI originally drafted. This is the accountability and compliance trail enterprise and BFSI clients require before they'll let any AI near their social channels.
/brand-moderator/action-history - Agent PlaybookThe brand-voice foundation the moderation agent drafts from, tone, canonical response templates, do/don't language, and version history. When a reply gets rejected, the fix goes here, and every future draft improves. This is what keeps replies consistent across thousands of comments and multiple moderators.
/brand-moderator/agent-playbook - AI ResearcherA conversational research agent that runs structured investigations across 30+ external sources on demand. Instead of briefing an agency for a competitive deep-dive or a brand-health read. You pick a template, ask, and get back a deep, sourced answer in minutes, structured as metric cards, channel breakdowns, tables, insights, and citations.
/brand-moderator/ai-researcher - Review QueueThe single inbox for everything said about your brand, comments, DMs, and reviews across Facebook, Instagram, Twitter, and LinkedIn. Zocket drafts a reply for each one grounded in your Agent Playbook, and a human approves and sends. The non-negotiable guardrail: nothing is ever auto-posted, every reply passes through an approval confirm before it goes live.
/brand-moderator/review-queue - Rules EngineConditional routing logic for the moderation queue. Define what happens to each kind of message, which categories can be auto-drafted, which must be escalated to a ticket, which must never be answered without a human. This is how a client's escalation matrix becomes enforced behaviour instead of a doc nobody reads.
/brand-moderator/rules-engine