Why mentions slip past your team
Shoppers tag your brand in their own posts, comment under your Reels and ask questions under your ads. Those mentions land in notifications your team scrolls by hand, outside the helpdesk. Praise goes unthanked, and complaints sit in public until someone happens to spot them.
- Mentions arrive in notifications, not in your helpdesk
- A public complaint is read by everyone who scrolls past
- Nobody can watch every page, post and ad all day
How Yuma tracks every mention
Yuma connects to your Instagram and Facebook pages and reads every mention of your Instagram account and every comment on your posts, Reels and ads as it lands. It classifies each one by intent and sentiment, then acts on your rules: a like and a thank-you for praise, an answer for a question, an alert for a complaint.
Everything shows up in one Engagement View with the action taken. Social Insights turns recurring questions and sentiment shifts into clear suggestions for your team.
| Mention | What Yuma reads | What happens | Reaches your team when |
|---|---|---|---|
| Tagged praise | Positive sentiment | A like and an on-brand thank-you | The account is a creator you route with care |
| Product question | Pre-purchase intent | An answer from your Handbook | The answer is not in your Handbook |
| Complaint | Negative sentiment | Flagged right away | Always, with the post attached |
| Spam or phishing | Spam signals | Hidden from view | Only in the Engagement View log |
A tagged post and a complaint on the same evening
Nora tags a home decor brand in a post of her new lamp. Yuma catches the mention, likes it and replies with a warm thank-you in the brand's voice. Later that evening a follower writes under the brand's ad that their shade arrived cracked. Yuma flags it straight away, so the team member on call replies with the post and comment in front of them.
Benefits
01Speed
Seen as it lands
Every mention is read as it arrives, so fans get a reply while their post is still fresh.
02Retention
Fans feel noticed
A quick, personal thank-you turns a one-off tag into a customer who tags you again.
03Visibility
Complaints reach you first
Negative mentions are flagged right away with the post attached, instead of waiting for someone to scroll past.
04Consistency
Both pages, one view
Instagram and Facebook mentions follow the same Handbook and land in the same feed, with sentiment and action logged.
Yuma
Step by step
- 01
Connect your pages
Link your Instagram and Facebook pages to Yuma, including the comments on your ads. - 02
Catch every mention
Yuma reads mentions of your account and comments on your posts, Reels and ads as they arrive. - 03
Read intent and sentiment
Each one is classified as praise, a question, a complaint or spam. - 04
Act on your rules
Yuma thanks, answers, hides or flags each mention exactly as your rules say. - 05
Spot the trends
Social Insights turns recurring questions and sentiment shifts into suggestions for your team.
