Frequently asked questions
Last updated 2026-10-25 · by Surge Software
What is BrandMentionWatch?
BrandMentionWatch watches what people write about your brand and your competitors, scores the sentiment, groups complaints, and puts everything that needs a reply into one inbox with AI reply drafts and SLA timers.
Which sources are live today?
Live today: news in 65 languages, blogs and RSS feeds, Hacker News, podcasts and App Store reviews. Coming soon: Reddit, YouTube, X (Twitter), Facebook and Instagram, Google reviews and Google Play reviews. The code for these is built; they switch on once we connect the official API accounts.
Is BrandMentionWatch free?
Yes. Every feature is free for every user, with no seat minimum and no card. Fair-use limits apply: 25 brands, 100 keywords and 250,000 mentions a month per workspace.
What costs money?
Only paid add-ons where we pay a third party per use, such as AI-search checks on paid AI engines or WhatsApp messages. You pay exactly our cost with no markup, and you see every line on the Billing page before paying.
How is sentiment worked out?
A built-in word list scores every mention, with negation handling. Where it is unsure, our own AI model on the Surge AI server refines it; Claude is used only if our model fails. You can correct any sentiment in the inbox.
What alerts can I get?
Volume spikes, a sudden rise in negative mentions, chosen keywords such as 'fraud', and posts from high-influence authors. Alerts show in the app and can go to Slack, Microsoft Teams or email.
How does the inbox work?
Mentions, reviews and support emails land in one queue. Each gets a priority and an SLA timer (1 hour to 3 days), can be assigned to a teammate, and has an AI reply draft in your brand voice.
Can I reply to a post from the inbox?
Today you write the reply in the inbox, it is logged, and you post it on the platform via the link; email tickets are answered by email. Posting straight to Google reviews, YouTube, Reddit, Facebook and Instagram is coming soon.
Does it track podcasts?
Yes. It searches the Apple Podcasts directory for episodes that name you and reads podcast feeds you add. When a show publishes a transcript, you see where you were mentioned with a timestamp.
What is AI-search visibility?
It asks AI assistants the questions buyers ask about your category and records whether you are named, at what rank and which competitors appear. Today it checks Claude and our own AI model; ChatGPT and Perplexity are coming soon.
What is 'Ask your mentions'?
Type a question such as 'why are payments failing?' and get an answer written from your own mentions, citing each mention it used. Answers that cite anything else are rejected.
Can it turn complaints into product tickets?
Yes. Similar complaints are grouped into clusters; one click creates a ticket, which can be sent to Jira, Linear or GitHub through a webhook you set up.
Does it write a weekly report?
Yes. Every Monday it writes a short memo: what changed, the biggest complaint themes and what to do this week. You can also print any report or export mentions as CSV.
Can I ask customers for reviews?
Yes. Review-request campaigns give each customer a personal link and track clicks, by link or email; WhatsApp sending is coming soon. Every customer sees the same public review button; we never filter unhappy customers away.
Does it work for agencies?
Yes. One workspace can hold up to 25 brands, with roles per teammate (owner, admin, agent, viewer) and white-label reports under your agency name.
Is there an API?
Yes. A REST endpoint returns your mentions with sentiment, topics, influence and competitor tags, using workspace API keys created in Settings.
How does it avoid irrelevant mentions?
Every mention gets a relevance score against your keywords, and anything containing an exclude keyword you set (for example 'brewly beer') is dropped before it reaches you.
Does it support Indian languages?
Indian-language sentiment and replies are built but switched off by default. The product works in English today.
Does it track TikTok or LinkedIn?
No. Neither offers an official API for commercial brand listening, and we do not scrape.
Where is my data?
The app and its database run on our own servers in Bengaluru. Email is sent through Resend, and the Claude fallback AI is run by Anthropic; both are outside India.
I forgot my password.
Use 'Forgot password?' on the log-in page. We email a one-time link that works for 30 minutes.
Who makes it?
BrandMentionWatch is made by Surge Software Solutions Private Limited, Bengaluru. Contact: [email protected].
Still unsure? Ask the assistant (bottom right) or write to [email protected]. Create a free account.