/brand-moderator/review-queueReview Queue
The 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.
What this does for you: The single inbox for everything said about your brand, comments, DMs, and Google reviews across every connected channel. Zocket classifies each item, drafts an on-brand reply grounded in your Agent Playbook, and a human approves and sends. This is the trust anchor of the whole module: zero auto-posted replies: every response passes an approval confirm before it goes out.
What's on the screen:
- Channel tabs: Comments, DMs, and Scheduled, with live counts, plus a family toggle across Mentions / Social / Review Platforms
- Each item shows: source channel, an intent label (Feedback / Product Enquiry / Complaint / Appreciation / Spam), the commenter, the original message, the AI-drafted reply, a confidence score, and priority
- The AI Draft panel: an editable reply with a live character counter against the platform limit, Approve & Post (disabled when empty or over-limit), Regenerate (cycles fresh variants), and Reject & Update Playbook
- Platform summary grids, comments-by-platform and DMs-by-platform across Facebook, Instagram, Twitter, LinkedIn
- ≤2★ Google reviews auto-escalate to the quality desk (CRM) with a ticket stamp
- Filters for keyword, date, and status; a Refresh control
Why it matters: Enterprise ORM lives or dies on the 30-minute median response SLA and on never saying the wrong thing. The queue gets a draft in front of a human fast, and the approval gate is what makes "AI replies" safe to sell to a Bata or a BFSI brand. The Bata production lessons, appreciation comments wrongly ticketed, over-aggressive privacy masking, are exactly why shadow-mode calibration and human approval are built in, not bolted on.
When to come here: Daily, for the community team. After a launch when comment volume spikes. Whenever the response SLA clock is running.
The click-path, step by step
1Channels and filters 
2Comment and AI reply 
3Moderation actions 
- 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.
- 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.
- 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.
- 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.