Modem 協助掌握用戶在 X 上的回饋

The X integration is included with paid Modem subscriptions. Turn it on in Settings → Integrations → X.

Responding to customers on X is hard, which is why it stands out when a team gets it right. In September, David Cramer posted a complaint about Muse. Cosmo Du replied that a fix was coming, then came back to the thread when it shipped:

Most teams lose track of posts like David's. The post scrolls away, the person who saw it isn't the one who fixed the bug, and by the time the fix ships nobody remembers who asked.

Modem now records X posts the same way it records support tickets, so the people who asked are still on file when the fix ships.

See X posts in Slack

Modem sends every X post about Modem or Hunk (our open-source terminal diff viewer) to a Slack channel called #bots-social. Here are two recent ones:

The first card is praise for Hunk, the third post on that topic. The second is our own launch post from Tuesday. It joined the topic where customers had asked us to bring X into Modem.

How it works

1. Modem searches X based on your saved queries.
2. Modem groups each post into topics the same way it groups support tickets, Slack threads and calls. A post about an existing topic joins it, and the topic's report count goes up.
3. When a post joins a topic, a smart automation runs. Modem's agent looks up who posted and which company they work for, checks whether the topic is in progress or shipped, and posts the card.

X is noisy: there are jokes, spam and low-effort posts. Modem's ingest pipeline filters those out, so Slack only gets posts with something in them: a bug, a request, a question or praise. In the last 30 days, Modem read 30,000 X posts and distilled them down to several hundred actionable bug reports and feature requests.

One feature request, wherever it was asked

Customers report the same problem on X, in shared Slack channels, in support tickets and on sales calls, without seeing each other's messages. Modem groups those reports into one feature request and links it to the Linear issue and the GitHub PR that fixes it:

When the PR merges and the topic is marked shipped, Modem already has the list of who asked and where to reply to each of them.

Set it up

Turn on X in Settings → Integrations → X and add a search like @yourcompany OR "your product". Then ask Modem's agent to set up your own #bots-social:

The docs cover search syntax and what Modem captures from each post.