/brand-moderator/rules-engineRules Engine
Conditional 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.
What this does for you: The routing brain behind the Review Queue. Rules Engine is where a client's escalation matrix becomes live behaviour: category → what the AI is allowed to do → who owns it → SLA. It's how you encode "appreciation must never create a ticket," "delivery complaints escalate to the quality desk," or "anything mentioning a refund is human-only."
What's on the screen:
- A set of rules mapping an incoming condition (intent category, keyword, sentiment, platform, star rating) to an action (auto-draft, draft-for-approval, escalate to CRM ticket, suppress/hide)
- Owner and SLA per rule, so routing and accountability are defined in one place
- The ≤2★ review → quality desk escalation and appreciation-never-tickets guardrails live here
- Priority ordering, so the most specific rule wins
Why it matters: The Bata rollout taught us that generic auto-response is dangerous, "thank you" comments spawning tickets, privacy masking making replies useless. The Rules Engine is the calibration surface that prevents that: during the shadow-mode week you tune these rules against real false positives before anything goes live, and enterprise/BFSI buyers get the "nothing sensitive is ever auto-answered" control they require in writing.
When to come here: During onboarding calibration. When a new complaint pattern emerges (a product recall, a shipping issue). When a client updates their escalation matrix or adds a channel.
The click-path, step by step
1Filter and create rule 
2A moderation rule 
- 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.
- 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.