---
agent_capabilities:
- Ambient Agent
availability: IDEA
description: When a negative or high-severity post appears in the customer community
(e.g., unanswered >24 hours, critical bug complaint, or feature request gaining
traction), the agent analyzes sentiment and impact, flags urgent items, and tags
the right internal expert to respond.
name: Escalate Urgent Community Posts
purple_chat_link: https://marketplace.moveworks.com/purple-chat?conversation=%7B%22messages%22%3A%5B%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp%3EHigh+severity+post+added+to+community%3C%2Fp%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Analyzing+sentiment+post%22%7D%2C%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Identifying+relevant+internal+experts+based+on+post+content.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EI%27ve+identified+a+critical+post+that+requires+immediate+attention%3A%3C%2Fp%3E%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cb%3EPost+Title%3C%2Fb%3E%3A+%5C%22Massive+data+loss+after+v2.3+update%5C%22%3C%2Fli%3E%3Cli%3E%3Cb%3ECommunity%3C%2Fb%3E%3A+Product+Feedback+Forum%3C%2Fli%3E%3Cli%3E%3Cb%3EAuthor%3C%2Fb%3E%3A+Alice+Johnson%3C%2Fli%3E%3Cli%3E%3Cb%3EUnanswered%3C%2Fb%3E%3A+36+hours%3C%2Fli%3E%3Cli%3E%3Cb%3ESentiment%3C%2Fb%3E%3A+High+Severity+%28critical+bug+complaint%29%3C%2Fli%3E%3C%2Ful%3E%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EBased+on+the+topic%2C+I+recommend+tagging+%3Cb%3EDavid+Lee+%28Senior+Product+Engineer%2C+Data+Integrity%29%3C%2Fb%3E.%3C%2Fp%3E%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cb%3EDoes+this+look+correct%3F%3C%2Fb%3E%3C%2Fp%3E%22%7D%2C%7B%22buttons%22%3A%5B%7B%22buttonText%22%3A%22Confirm+Escalation%22%2C%22style%22%3A%22filled%22%7D%2C%7B%22buttonText%22%3A%22Choose+Different+Expert%22%2C%22style%22%3A%22outlined%22%7D%2C%7B%22buttonText%22%3A%22Cancel%22%2C%22style%22%3A%22outlined%22%7D%5D%7D%5D%7D%5D%2C%22userConfig%22%3A%7B%22userName%22%3A%22Gainsight%22%2C%22initials%22%3A%22U%22%2C%22providedIcon%22%3A%22silhoutte%22%2C%22imageUrl%22%3A%22https%3A%2F%2Fwww.pillar.vc%2Fplaylist%2Fwp-content%2Fuploads%2Fsites%2F3%2F2020%2F09%2F186247466690_01b63d2a25eb67f2aa5b_512.jpg%22%7D%7D
solution_tags:
- Customer Success
systems:
- gainsight
---