Working with mentions

A mention is a single piece of customer feedback once it lands in Pilea, ready to be linked to a customer, grouped into themes, and turned into backlog work. One support ticket, one Slack message, one survey answer - each becomes a mention.

If backlog items are the conclusions, mentions are the evidence.

---

Where mentions come from

Mentions arrive from the sources you’ve connected: Slack, HubSpot, Intercom, Zendesk, Notion, Support Ticket, Manual, Import, and Survey. Every mention keeps its source, so you always know where a piece of feedback originated.

---

What happens to each mention

Every mention goes through the same pipeline:

1. PII redaction (if enabled) - personal details are removed before anything else touches the text.
2. Sentiment analysis - the mention is scored as Positive, Negative, Neutral, or Mixed.
3. Classification - the mention is sorted into your framework’s analysis units.
4. Customer linking - the mention is connected to the customer it came from.
5. Item linking - the mention is linked to matching backlog items, or becomes the seed for a new one.

You can watch this happen. Mention cards show their current state:

State	What it means
Waiting for redaction	Queued for PII removal
Waiting for analysis	Redacted, queued for analysis
Processing	Analysis is running now
Processed	Done - linked and classified
No items found	Analyzed, but nothing in it matched or produced a backlog item

ℹ️ Note: “No items found” isn’t an error. Some feedback is a thank-you note or small talk - not everything needs to become work.

---

Finding mentions

Use search alongside filters for Source, Date, and Customer. Sort by Newest first or Oldest first.

💡 Tip: Filter by Customer before a big account’s check-in call. Reading their raw mentions in order is the fastest way to reconstruct what they’ve actually been telling you.

---

Actions on a mention

• Analyze again - re-runs the analysis pipeline on the mention. Useful after you’ve refined your company context or framework and want a mention reclassified with the benefit of what Pilea now knows.
• Delete - removes the mention.
• Bulk delete - select multiple mentions and remove them in one go, handy after a messy import.

---

From mention to backlog

You don’t manually promote mentions - Pilea links them to backlog items as part of analysis. The mentions attached to an item are what drive its evidence: mention count, customer count, sentiment, and recency all trace back to individual mentions. When you’re skeptical about an item’s score, read its mentions. The receipts are all there.

Next: Managing your backlog