Review listening mentions

Go through the posts an alert has found, open the ones that matter, and mark them as done.

Before you start

• Set up at least one alert. See Create a listening query.
• Check you're in the right workspace. You can switch it at the top of the Listening sidebar.

Open the feature

Choose Listening in the left sidebar. Under Alerts, click the alert you want to review. Its mentions list opens.

Steps

1. Choose a tab at the top of the list: Open for mentions you haven't dealt with, Closed for ones you have, or All.
2. To find specific mentions, type in Search.
3. To narrow the list, click the filter icon. The panel opens with Sources, Sentiment and Advanced Settings closed; open one at a time. Under Sources, tick the networks you want (ticking one unticks All Sources). Under Sentiment, tick one or more sentiments. Click Done to apply. Clicking outside the panel or pressing Esc closes it without changing your filters, and Clear only resets the panel until you click Done. Click the calendar icon to pick a date range.
4. To rank the list, click the sort icon and choose Most recent (the default), Most engagement (likes, comments and shares on the post) or Most reach (how many people could see the post). Ranked mentions show a #1, #2 badge and the number they are ranked by.
5. Click a mention to read it in full on the right, with its media and like and comment counts.
6. To see the original post, click the link icon (View on). It opens on the network in a new tab.
7. When you've dealt with a mention, click its tick icon (Mark as Closed). It moves to the Closed tab.

Sort mentions and review sentiment

Use the sort menu to change the order of mentions. Most recent shows the newest items first; other offered sort choices depend on the current view. Where available, open a mention's sentiment chip to correct its classification. This changes the saved classification in Social Champ, not the text on the source network. Use the sentiment filter only when it is available for your account.

Expected result

Your alert shows the mentions collected within your plan's limit.

The list shows the alert's mentions that match your tab, search and filters, in the order you chose. The line under the toolbar shows how many mentions match, the date range (one date when you picked a single day), the sort and one chip per filter. Remove a chip to drop that filter, or click Clear filters to drop them all. The sort stays. Closed mentions leave the Open tab and appear under Closed.

Rank mentions by engagement or reach

Ranking works together with the tab, search, filters and date range, and the ranks restart from #1 inside them. For example, to find the most engaging Instagram posts from verified accounts this month: tick Instagram under Sources, turn on Verified authors only under Advanced Settings, pick the dates, then sort by Most engagement.

Mentions with nothing to rank go last, below a short note, newest first:

• Websites and blogs have no likes or comments, so they go last under Most engagement.
• Only YouTube, LinkedIn and X share how many people saw a post. Under Most reach, mentions from other networks go last and show Reach not available.

Likes, comments, shares and reach are the counts Social Champ recorded when it collected the mention, so they can differ from the live post.

Follow up a potential customer

There is no separate Leads page. Follow up potential customers from the alert's mentions:

1. Open an alert that tracks buying questions, such as "recommend" or "looking for" plus your product type.
2. On Open, click a mention to read the question. Use View on to reply on the original network.
3. For mentions on your connected Facebook or LinkedIn Pages, tick their checkboxes and click Send to Engage. Check the result message for how many were sent or skipped.
4. Open Engage to find the routed conversation and assign it to the teammate handling the enquiry. See Assign and close a conversation.
5. After following up, return to the listening mention and choose Mark as Closed. To reopen it later, find it under Closed and choose Mark as Open.

Sending a mention to Engage and closing it in Listening are separate actions. For mentions that cannot be routed, use View on to follow up on the network.

Example

Your "Bean Street" alert found a Reddit post asking for café recommendations. Click the alert, stay on Open and click the filter icon. Tick only Reddit and click Done. Click the post, then click View on to reply on Reddit. Back in Social Champ, click Mark as Closed on the mention.

Limits and permissions

• To act on several mentions at once, tick their checkboxes. Then use the tick icon to mark them all as closed or open, the bin icon for Delete Selected, or Send to Engage to route them to your Engage inbox.
• Send to Engage only works for mentions on your connected Facebook and LinkedIn Pages. Others are skipped, and a message tells you how many.
• Deleting a mention removes it from your list in Social Champ only. The original post stays on the network.
• The Sentiment filter and Advanced filters may not be available on your account yet.
• Assign isn't available yet.
• The count under the toolbar stops at 10,000 and shows 10,000+ for larger lists.
• The list no longer has an "oldest first" order. Pick a date range to look at older mentions.
• If your account loses Listening, or has more alerts than your plan allows, the extra alerts are frozen. Their mentions are kept, but you can't open, filter, send, delete or export them until Listening covers them again. If your account lost Listening, frozen alerts and their mentions are deleted after 90 days.
• You can also ask the assistant for mentions. It applies the platforms and start date you ask for, and lists the newest matching mentions from the workspace's alerts, up to 50 at a time. Each mention shows its sentiment when it has one. To narrow to one topic, name it by its alert name or a tracked keyword; capitals, spaces and punctuation don't matter.

Keyword limits

Each topic supports up to 10 keywords. This limit also applies when you create or edit a topic through the assistant. Remove an existing keyword before adding another when you reach the limit. A topic name set through the assistant can be up to 30 characters, the same as in the Listening dialog.

Troubleshooting

• You see "Some mentions could not be routed": only mentions on your connected Facebook and LinkedIn Pages can be sent to Engage. Follow up the skipped mentions with View on.

• A message says "N New Mentions": click it to load the newest mentions into the list. If the list is sorted by engagement or reach, it reloads from #1 so the new mentions take their place in the ranking.

• You see "No mentions found": no mentions match your search or filters. Click Clear search and filters. Your sort stays.

• You see "No mentions between … and …" or "No mentions on …" (or "No open mentions…" / "No closed mentions…"): nothing on this tab falls in the dates you picked. A single day reads as one date, for example "No open mentions on Oct 9, 2026". Click Show last 30 days, or Show all time if your range was already 30 days or longer.

• You see "Nothing to sort by engagement": every mention in the list is from a website, and websites have no likes or comments. The mentions still show, newest first.

• You see "Nothing to sort by reach": none of the mentions come from a network that shares reach. Click Sort by engagement instead. It isn't offered when every mention is from a website, because websites have no likes or comments either.

• You see "Your alert is new": the alert has found only a few mentions so far. Ranking works on what it has, and more mentions show up as they're found.

• You see "These mentions took too long to load. Pick a shorter date range and try again.": click the calendar icon and choose a shorter date range.

• The assistant says your mentions took too long to load: ask again for a shorter date range, such as the last 7 days.

• A post you know about isn't listed: check the alert's keywords and sources. Click the gear icon next to the alert to edit them.

• You see "We can't monitor … until you connect your account": click Connect and connect that account.

Use every filter

Open the filter panel, expand the section you need, and select Done to apply it.

Advanced filters depend on availability and collected metadata. A network that supplies no value cannot be assumed to satisfy a minimum. Keep each minimum at or below its maximum. Combine filters with search, status and dates; restrictive combinations can legitimately return nothing.

The toolbar shows active filter chips. Remove an individual chip to drop that constraint, or choose Clear filters. If the empty state offers Clear search and filters, it also clears the search; check the resulting scope before acting. A date-only empty state offers a wider range. Sorting remains independent of filtering.

Selection, new results and detail actions

Select a row checkbox to enter bulk mode, then review the selected count. Select all and Clear Selection change the selection; they do not change a mention's state until you choose an action. Confirm the intended rows before Delete Selected, closing/reopening or Send to Engage. Read partial-success messages instead of assuming every selected mention was routed.

As more results load, collection may show Updating results or a new-results notice. The unread count is different from the filtered result count. Opening a result shows the available author, source, post text, media, timestamp and engagement metadata; some providers do not supply every field. View on opens the original network and may require that network's login. Reply there, or route an eligible Page mention to Engage; opening the Listening detail does not itself send a reply.

Where the sentiment chip is editable, select the corrected classification and check the updated value. This is a local classification change, not a change to the original post. Assign in Listening is not an available assignment workflow; use Engage for eligible routed conversations.

Sidebar and selection controls

Collapse or expand the Listening sidebar to make room for results. Show more reveals additional alert entries. Select an alert to change the conversation being reviewed; its edit action opens that alert's configuration. Last Fetched reports collection recency, not a promise of complete coverage.

Open or collapse the Sources, Sentiment and Advanced Settings filter groups. Remove an individual filter chip to clear just that criterion; use Clear filters or Clear search and filters for the wider reset. Close an overlay to return to the list. A new-results notice can fetch newly collected mentions without creating a new alert.

Selection controls affect the current list: inspect the selected count before the bulk tick icon (hover to see the action for the selected mentions), deletion or Send to Engage. Use Clear Selection to cancel the selection. Changing a mention's sentiment updates its classification; it does not edit the original network post.