5. The method of claim 1 , further comprising: categorizing the current message into one of a predetermined set of categories classifying a purpose of the message; and, searching the database using at least the category one key attribute in the combination.
1. A computer-implemented method for responding to a current message posted in a social media stream, the method comprising: at a server computer, implementing instructions for: monitoring a social media site for at least one current message including select subject matter; in response to identifying a current message, collecting a series of exchanges that form a conversational thread including the current message; determining at least one content attribute of the conversational thread including the current message, including: extracting a set of tags forming the current message by: splitting at least the current message into separate words; filtering and removing irrelevant words so that only contextual information remains; associating each of the remaining words as a tag, forming at least one combination of tags to generate at least one slug, and associating each slug as a content attribute; classifying the current message using at least one key attribute; searching a database for a reference message using a combination of the at least one content and key attributes; determining a previous outcome of a reference thread including the reference message, the determining including: parsing words in a customer-posted response of the reference thread, where the customer-posted response was made after a user's previous solution was posted to the reference thread, and automatically applying the parsed words to a stored dictionary to associate the words as belonging to one of a number of predetermined sentiments; and, in response to the words belonging to a positive sentiment, displaying the user's previous solution for determining a course of action.