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A cheese lover on Twitter expressed less than complete satisfaction with the Quesalupa, Taco Bell’s newest and cheesiest menu item. The company’s social-media team was on it.

“Dear @tacobell, Why can’t the quesalupa be as cheesy as your commercials? Sincerely, A customer who would marry cheese,” the tweet read.

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The tweet popped up on one of the dozen wall-hung screens that employees monitor in the “Fishbowl” at Taco Bell headquarters in Irvine, California.

Matt Prince swooped in. As head of the 15-person “newsroom” team, it’s his job to defend and protect what Taco Bell calls The Cheese Pull — the taffy-like web of pepper jack created by pulling apart a Quesalupa. A snag like the one described in the tweet might trigger an email to one of the 6,500 Taco Bell restaurants, reminding staff not to overcook the tortilla or allow the shells to lie around too long after they’ve been fried in canola oil.