Ca Community Monitor

Community Monitor

Tracks customer engagement in community channels -- forums, Slack communities, user groups, and peer-to-peer platforms. Surfaces actionable signals for CS and identifies advocates from activity patterns. Part of the Customer Advocacy & Community pillar.

This is a monitoring and signal detection skill. It observes community activity and surfaces patterns. Community management strategy, moderation, and direct engagement are human-led.

Applicability note: This skill is only relevant if the product maintains a customer community (forum, Slack workspace, user group, etc.). If no community exists, this skill is not applicable and should not be activated.

When to Run

• Continuous: Monitors community channels for signals in real-time or near-real-time
• Scheduled: Weekly community health report
• On-demand: When a CSM requests community engagement data for a specific account

Core Execution Logic

Step 1: Track Activity per Account and Contact

For each customer contact active in the community, monitor:

Link community members to CRM accounts using email domain or explicit account mapping.

Step 2: Detect Actionable Signals

Step 3: Identify Community Advocates

Customers who actively help other customers are the highest-quality advocates:

Advocate scoring:

Advocate tiers:

• Power advocate (top 5% of community contributors): Candidate for all advocacy types -- references, case studies, events, advisory board
• Active contributor (top 15%): Candidate for references and reviews
• Participant (active but not contributing): Not yet an advocate. Nurture through engagement

Step 4: Generate Community Health Report

Weekly report for CS leadership and community management:

{
  "report_date": "2026-03-10",
  "community_health": {
    "active_members_30d": 142,
    "new_members_30d": 18,
    "churned_members_30d": 4,
    "total_posts_30d": 234,
    "total_replies_30d": 412,
    "questions_asked_30d": 67,
    "questions_answered_30d": 61,
    "unanswered_questions": 6,
    "avg_response_time_hours": 6.2,
    "sentiment_distribution": {
      "positive": 0.62,
      "neutral": 0.31,
      "negative": 0.07
    },
    "trending_topics": ["API rate limits", "Custom reporting", "Q2 release preview"]
  },
  "signals": [
    {
      "type": "unanswered_question",
      "account": "Beta Inc",
      "contact": "Lisa Park",
      "post_summary": "Question about bulk import performance with large datasets",
      "hours_waiting": 52,
      "urgency": "high",
      "recommended_action": "Community manager or CSM respond. Customer waiting publicly"
    },
    {
      "type": "negative_sentiment",
      "account": "Gamma Corp",
      "contact": "Mike Chen",
      "post_summary": "Frustrated with reporting limitations. Third post on this topic in 2 weeks",
      "urgency": "high",
      "recommended_action": "CSM outreach privately. Do not let frustration build in public channel"
    },
    {
      "type": "competitor_mention",
      "account": "Delta Ltd",
      "contact": "Sarah Kim",
      "post_summary": "Asked if anyone has compared our reporting to Competitor X",
      "urgency": "medium",
      "recommended_action": "Route to bi-competitive-intel. CSM assess whether this is casual curiosity or active evaluation"
    }
  ],
  "advocates": {
    "power_advocates": [
      {
        "contact": "Tom Chen",
        "account": "Acme Corp",
        "posts_30d": 18,
        "helpful_replies": 12,
        "help_ratio": 3.0,
        "months_active": 8,
        "advocate_score": 92,
        "already_in_advocacy_programme": true
      }
    ],
    "emerging_advocates": [
      {
        "contact": "Anna Lee",
        "account": "Echo Systems",
        "posts_30d": 8,
        "helpful_replies": 5,
        "help_ratio": 2.5,
        "months_active": 3,
        "advocate_score": 71,
        "recommendation": "Approaching power advocate status. CSM should acknowledge their community contributions"
      }
    ]
  },
  "period_over_period": {
    "active_members_change": "+6%",
    "response_time_change": "-0.8 hours (improved)",
    "sentiment_trend": "stable",
    "unanswered_questions_change": "-2 (improved)"
  }
}

Handoff to Human

Confidence and Limitations

• High confidence for activity tracking and unanswered question detection -- quantitative metrics from the community platform are objective
• High confidence for advocate identification from activity patterns -- help ratio and consistency are measurable
• Medium confidence for sentiment analysis -- community posts can be ambiguous, sarcastic, or context-dependent. NLP sentiment detection is a starting point; human review is needed for high-stakes posts
• Medium confidence for competitor mention detection -- depends on keyword registry quality (shared with bi-competitive-intel)
• Low confidence for interpreting advocate motivation. High posting frequency could indicate enthusiasm (genuine advocate) or frustration (frequent poster because they keep encountering issues). The help ratio helps distinguish, but the CSM must validate
• Only applicable if a customer community exists. Many B2B SaaS products do not maintain one
• Cannot moderate content or enforce community guidelines -- that is human and platform responsibility
• Cannot attribute community engagement to retention outcomes with statistical confidence -- correlation exists but causation is difficult to prove
• Community signals are public. A frustrated post is visible to all customers and prospects. Response urgency is higher than for private feedback channels

Dependencies

Required:

• Community platform API (forum, Slack workspace, or equivalent)
• CRM API (to link community members to customer accounts)

Strongly recommended:

• bi-competitive-intel (for routing competitive mentions)
• pa-feedback-aggregator (for routing feature discussion threads)
• ca-advocacy-tracker (for advocate pipeline management)
• ra-engagement-tracker (for logging community engagement as a touchpoint channel)

Downstream consumers:

• ca-advocacy-tracker (advocate candidates)
• bi-competitive-intel (competitive signals from community)
• pa-feedback-aggregator (feature feedback from community discussions)
• CS leadership (weekly community health report)

References

• references/community-signals.md -- Signal definitions, detection criteria, and routing rules