Statuses
The platform status Hearl reads from each thread, and the progress your team sets.
Each conversation has two separate states. The platform status describes what happened on X, Reddit or Hacker News, and Hearl updates it on every run. Progress describes where your team is, and only your team changes it.
Platform status
Read from the thread itself, so nobody has to update it.
| Status | Meaning |
|---|---|
| No reply yet | Nobody from your team has answered. |
| Team replied | One of your official accounts answered. |
| User followed up | After your team’s last reply, the original poster wrote again, or someone replied directly to your team. |
| Needs a human check | The AI wasn’t sure, so a person decides. See AI filtering. |
No reply yet, User followed up and Needs a human check put a conversation in Needs action.
Hearl knows a reply came from your team when its author is one of the official accounts you set on the product: your X accounts, your team’s Reddit accounts and your team’s Hacker News accounts. Add every account your team replies from.
Other statuses
| Status | Meaning |
|---|---|
| Your team’s post | The post was written by one of your official accounts. Replies under it are judged one by one. |
| No reply needed | About your product, but nothing the team needs to say, such as pure praise or a share. |
| Not about the product | Something else with a similar name. |
| No longer tracked | Posted more than 7 days ago, so Hearl stopped rechecking it. |
Progress
Set by your team.
| Progress | Use it when |
|---|---|
| Not started | Nobody has picked it up. Every new conversation starts here. |
| In progress | Someone is working on it. Claiming a conversation moves it here. |
| Waiting on user | You’ve answered and are waiting for the user. |
| Waiting on team | Waiting on someone inside your company, such as engineering. |
| Done | Finished, with an outcome. |
Any conversation that has been started and isn’t done stays in Needs action, whatever its platform status.