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Detect negative comments, trolls, and PR issues early — draft calm, professional responses with clear escalation guidelines for what the agent handles vs. what goes to the founder.
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Basé sur la classification professionnelle SOC
| name | crisis-respond |
| description | Detect negative comments, trolls, and PR issues early — draft calm, professional responses with clear escalation guidelines for what the agent handles vs. what goes to the founder. |
| version | 2.0.0 |
| author | Crewm8 |
| maintainer | Gokul (github.com/gokulb20) |
| license | MIT |
| homepage | https://crewm8.ai |
| tags | ["social","crisis","reputation","response","escalation","brand-protection"] |
| related_skills | ["mention-monitor","dm-respond","apology-draft","impersonator-monitor"] |
| inputs_required | ["situation-details","sentiment-assessment","escalation-contacts"] |
| deliverables | ["crisis-response-plan-with-drafted-responses"] |
| compatible_agents | ["hermes","claude-code","droid","cursor","windsurf","openai","openclaw","generic"] |
| execution_tier | 2 |
| required_tools | ["FIRECRAWL_API_KEY"] |
| required_env_vars | ["FIRECRAWL_API_KEY"] |
Detect and respond to negative social situations before they become crises. Speed and tone are everything — a well-handled complaint can build trust; an ignored or defensive response can cause reputational damage that takes months to undo.
One hour is the difference between a contained complaint and a viral crisis. This skill triages situations, drafts appropriate responses, and knows exactly when to escalate to the founder.
| Situation | Response | Escalate When |
|---|---|---|
| Legitimate complaint | Acknowledge, empathize, move to private | High-value customer, technical issue, refund |
| Fair criticism of content | Thank them, engage respectfully, no defensiveness | Criticism from influential voice |
| Misunderstanding / error | Politely clarify with facts | Clarification might make it worse |
| Troll / bad-faith | Do NOT engage. Hide/report if possible | Impersonating brand or spreading false claims |
| Coordinated attack | Flag immediately. No individual responses. | Immediately to founder |
Detect via mention-monitor, dm-respond, or manual feed check.
Triage:
For legitimate complaints: Acknowledge first. Validate feeling. Offer path to resolution (DM/email). Keep first reply public (others see responsiveness).
For trolls: Do not reply. Hide/block. Report if violating policies.
For coordinated attacks: Escalate to founder immediately. Do not reply individually.
Document every interaction: What triggered, what response, outcome, what to do differently.
# Crisis Response: [Situation]
## Detection
**Time:** [Timestamp] | **Platform:** [X / LinkedIn / IG / TikTok]
**Source:** [Comment / DM / Mention / Coordinated]
**Trigger:** [What was said]
## Assessment
**Type:** [Complaint / Troll / Criticism / Attack / Misunderstanding]
**Severity:** [Low / Medium / High / Critical]
**Pattern:** [One-off / Recurring]
## Response
**Drafted reply:** [Full text, tone-calibrated]
**OR no response:** [Why]
## Escalation
**To founder:** [Yes / No]
**Founder briefing:** [Who, what, what's been done, what's needed]
## Monitoring
**Watch for:** [Volume, sentiment, media pickup]
**Check frequency:** [Every 30 min / 1 hour / 4 hours]
The skill is complete when:
Read drafted response. Does it sound like a human who cares? Would the complainer feel heard? Is it short enough to not be screenshot-worthy? Has the founder been informed if needed?
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Generate weekly and monthly performance summary reports — top/bottom posts, content type analysis, pillar performance, follower growth, conversion tracking, and actionable recommendations.
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Select and write the optimal call-to-action for any social post — follow, reply, DM, save, share, link, or signup — matched to platform, content type, content value, and audience psychology.
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