📡 Listening
Set up Listening profiles to get workspace inbox alerts about your X account: mentions worth a reply, reputation risks, unanswered questions, follower changes, and posts matching the keywords and accounts you choose. AI scores each post against the profile's business context, and only posts above its sensitivity bar become alerts. Monitoring runs roughly every two hours.
Listening is available to the workspace Owner and Admins, and to any member holding the + X grant. Everyone else sees the page in the sidebar with a lock: "Requires the X grant. Ask a workspace owner or admin."
Profiles and scoring
Listening is organized into profiles. Each profile is one job, such as support, marketing or sales, with its own business context, sources and signals, and its own alerts. Tweets are ingested once, and every profile scores them independently, so the same post can surface once for each profile it matters to.
The Listening page
To open it:
- Open your workspace in the Fren One webapp.
- In the sidebar under Channels, select the X account. Its pages open beneath it.
- Select Listening.
The page has two parts: the account's Profiles, and settings that apply to the whole account.
Profiles
The Profiles card lists the account's profiles and shows how many you have, for example "1 of 5 profiles". An account can have up to 5 profiles. Each row shows the profile's name, an Active or Paused tag, how many signals it has on, its daily limit and its description, with Edit and Delete.
- New profile opens an empty profile with the defaults below. It's disabled once the account has 5 profiles.
- Delete asks for confirmation. A deleted profile's alerts stop, and any Slack routing to it is removed. This can't be undone.
Account-wide settings
Below the profiles are two settings that apply to the whole account, whatever profile a post is scored by. They have their own Save bar.
| Option | Description |
|---|---|
| Ignored accounts | Posts and mentions from these accounts never generate notifications, in any profile. Up to 100 @handles. Useful for silencing your own team accounts or known noise. |
| Notify me of significant follower changes | Alerts when the account's follower count moves up or down by at least Alert on change of at least (%), from 1 to 100. On by default, at 5%. |
Editing a profile
Edit or New profile opens the profile on its own page, with every setting on one page and a Save bar at the bottom. Leaving with unsaved changes asks first; Back returns to the list.
Identity
| Option | Description |
|---|---|
| Name | Required, up to 60 characters. |
| Description | Optional, up to 200 characters. |
| Icon | One of ten preset icons. |
| Profile active | On by default. "Paused profiles keep their settings but stop surfacing alerts." |
Business context, sensitivity and daily limit
| Option | Description |
|---|---|
| Business context | What you do, who your audience is, and what a good engagement opportunity looks like. Up to 2,000 characters. Required before either source can be switched on: until it's filled in, the source toggles are locked with "Add business context to enable listening." |
| Listening sensitivity | Broad ("Surface anything plausibly relevant. Expect noise."), Balanced ("Clearly relevant posts with a real opening to engage.", the default), or Strict ("Only strong, high-reach opportunities."). Each step up raises the minimum AI relevance score a post must reach before it becomes an alert. |
| Daily limit | The most relevant opportunities per day, across all of this profile's keywords and accounts. 1–50; default 10. |
Sources
Sources are the proactive side of a profile: posts that don't mention your account but might still matter to you. Both are off by default.
| Option | Description |
|---|---|
| Watch keywords across X | Search X for terms you care about. Up to 5 keywords per profile. Each keyword takes up to 3 Exclude terms; posts containing any of them are skipped. Retweets are never counted. |
| Watch specific accounts | Follow the posts of accounts you don't own, such as competitors, partners and industry voices. Up to 10 accounts per profile, added by @handle. Only the account's own posts are considered, not their retweets. |
Signals
Signals are about people talking to or about your account. Each has its own switch and thresholds, and the values below are the defaults for a new profile.
| Signal | What it catches | Defaults |
|---|---|---|
| Notify me of mentions worth replying to | Positive mentions worth replying to. | On. Minimum author followers 1,000; Sentiment Positive only (or Any sentiment). |
| Notify me of high-value mentions | Any mention from a large account, regardless of sentiment. | On. Minimum author followers 5,000. |
| Notify me of reputation risks | Negative posts about your brand from accounts with real reach, verified by AI before alerting. | On. Minimum author followers 1,000 raises a warning alert; Critical alert threshold 100,000 escalates it to critical. The critical threshold can't be lower than the minimum. |
| Notify me when questions go unanswered | Questions that go unanswered. | On. Count questions from Only questions directed at you (or Any question mentioning you); Alert after unanswered for (hours) 6, from 1 to 48; Minimum author followers 0. |
How it works
Monitoring runs roughly every two hours. On each pass, Fren One:
- Ingests new mentions of your account and scores each one's sentiment.
- Checks each active profile's signals against its thresholds. Signals only fire for mentions the account hasn't already replied to, and each mention alerts at most once per profile.
- Runs each active profile's listening pass: posts matching its keywords and fresh posts from its watched accounts are AI-scored against its business context. Only the best candidates surface: the sensitivity setting is the minimum score bar, and the daily limit caps how many get through, best first.
Paused profiles are skipped entirely. The resulting alerts appear in your workspace inbox with these titles:
| Alert | When it fires |
|---|---|
| High-value mention on X | A mention from an author above a profile's high-value follower bar. |
| Mention worth a reply on X | A mention matching a profile's worth-replying-to thresholds. |
| Reputation risk on X | A negative post about your brand from an author above a profile's reputation-risk thresholds. |
| Unanswered question on X | A question with no reply after a profile's configured delay. Fires once per question, checked between 6 and 48 hours of the question's age. |
| X followers spiked / X followers dropped | The account's follower count moved by at least the configured percentage. At most one follower alert per day. |
| Engagement opportunity on X | A listening match: a post from a profile's keywords or watched accounts that scored above its sensitivity bar. |
Opportunities land in your workspace inbox, and each workspace member controls email delivery per alert type under Manage notifications; email is off by default for engagement opportunities. Alerts can also route to Slack, Discord or Telegram destinations. In a Slack channel's event routing you can also narrow X alerts to Specific profiles. See 🔌 Integrations.
The unanswered-question detector is English-first today: questions in other languages may not be recognized yet.
Troubleshooting
The Sources toggles are locked?
- Keywords and watched accounts require the profile's Business context: the tooltip reads "Add business context to enable listening." Fill it in first.
New profile is greyed out?
- The account already has 5 profiles. Delete one before adding another.
No listening opportunities are coming in?
- Monitoring runs roughly every two hours, so a new setup takes a cycle to produce results.
- Check that the profile is Active; paused profiles stop surfacing alerts.
- Check that the profile's sensitivity isn't set to Strict with a niche keyword: try Balanced or Broad.
- If a scoring pass fails, nothing is emitted that run; the same window is retried on the next run.
Follower alerts never fire?
- The change must reach your configured percentage, and very small absolute moves don't trigger alerts even when the percentage is met.
- Follower alerts fire at most once per account per day.
A mention I expected an alert for never showed up?
- Signals only fire for mentions the account hasn't replied to.
- Check the author's follower count against each profile's minimum thresholds, and make sure the author isn't in the account's Ignored accounts.
Related features
- 🔗 Connecting an account: Listening needs a connected X account to monitor
- 📊 Statistics: The Overview page charts the same mentions and follower data Listening watches
- 📆 Messages: Turn an opportunity into a scheduled reply or post
- 🛡️ Safety: Scam and impersonation reply detection for the same account
- 🔌 Integrations: Route listening and mention alerts to Slack, Discord or Telegram