Lesson 4 of 4
Alert & Response Workflows
Estimated time: 5 minutes
Alert & Response Workflows
Monitoring is only half the equation. The other half is responding — quickly, appropriately, and consistently. In this lesson, you'll build alert routing rules, response templates, and escalation workflows so your team can act on mentions within minutes.
From Alert to Action
The goal is a tight feedback loop:
Mention Detected Alert Routed Response Sent
┌──────────────┐ ┌──────────────┐ ┌──────────────┐
│ Negative │───>│ #support │──>│ Template: │
│ review on │ │ channel │ │ empathy + │
│ Reddit │ │ @sarah │ │ replacement │
└──────────────┘ └──────────────┘ │ offer │
└──────────────┘
Average time: under 30 minutes
Set up alert routing
Route different types of mentions to the right people:
openclaw chat "Configure alert routing:
🔴 CRITICAL alerts:
→ Send to #brand-alerts channel AND DM to @sarah (brand manager)
→ Include: mention text, source link, sentiment score,
suggested response, and urgency reason
🟡 HIGH alerts:
→ Send to #brand-monitoring channel
→ Include: mention text, source link, sentiment score
🔵 MONITOR alerts:
→ Batch into daily digest only (no real-time alert)
Route by topic:
- Product complaints → #support + @customer-success-team
- Press/media mentions → #marketing + @pr-lead
- Feature requests → #product-feedback
- Competitor mentions → #competitive-intel"
✅ Alert routing configured
CRITICAL → #brand-alerts + DM @sarah
HIGH → #brand-monitoring
MONITOR → daily digest
Topic routing:
complaints → #support
press → #marketing
features → #product-feedback
competitors → #competitive-intel
Create response templates
Draft templates for common scenarios so your team can respond in seconds:
openclaw chat "Create brand response templates:
1. 'negative-review' — For product complaints:
Empathetic, offer to make it right, ask to DM for
replacement/refund. Don't be defensive.
2. 'skin-reaction' — For health/safety concerns:
Take it seriously, express concern, ask for details
privately, mention we're looking into it.
3. 'positive-review' — For enthusiastic mentions:
Thank them warmly, ask if we can share their review.
Don't sound corporate.
4. 'comparison-win' — When we're mentioned favorably vs competitor:
Thank them, don't trash the competitor. Stay classy.
5. 'journalist-inquiry' — For press mentions:
Professional, offer more info, direct to PR contact.
Each template should sound human, not corporate. Match the
tone of the platform (casual on Reddit, professional for press)."
✅ 5 response templates created
Example — 'negative-review' (Reddit tone):
"Hey, really sorry to hear about your experience. That's not
what we want for anyone using our products. Would you mind
DMing us the details? We'd love to send you a replacement
and look into what might have gone wrong with your batch.
Your skin matters to us more than a sale. 💛"
Always review before sending
Templates are starting points. OpenClaw drafts the response and shows it to you for approval. Never auto-send responses to negative mentions — a human should always review the tone and accuracy before posting.
Build the real-time alert workflow
Set up a cron job that checks for urgent mentions every 15 minutes:
openclaw cron add \
--name "Brand Alert Scanner" \
--cron "*/15 * * * *" \
--tz "America/New_York" \
--session isolated \
--message "Check for new brand mentions in the last 15 minutes.
For each mention:
1. Score sentiment and assign urgency level
2. If CRITICAL or HIGH, send an alert to the configured channel
3. Draft a response using the appropriate template
4. Include: source link, author info, engagement metrics,
sentiment score, and the drafted response
Format alerts clearly with urgency emoji and all context
needed to respond immediately.
If no CRITICAL or HIGH mentions, respond with 'All clear.'" \
--announce \
--channel slack \
--to "#brand-alerts"
A critical alert looks like this:
🔴 CRITICAL ALERT — Reddit
r/SkincareAddiction — 12 minutes ago
"Broke out badly after using GlowUp Moisturizer.
Day 3 and my cheeks are covered in cystic acne.
Never had this issue before. Anyone else?"
Author: u/sensitive_skin_sally (active in skincare subs)
Engagement: ↑ 67 and rising fast (47 in first hour)
Sentiment: -0.8 | Topic: product-quality, skin-reaction
Urgency: CRITICAL — health concern + viral potential
📝 Drafted response (skin-reaction template):
"I'm really sorry you're dealing with this — that sounds
awful and we take skin reactions very seriously. Could you
DM us? We'd like to know the batch number (on the bottom
of the jar) and help you out. We're also flagging this
with our product team to investigate. Your skin health
comes first. 💛"
🔗 https://reddit.com/r/SkincareAddiction/...
React ✅ to approve this response, or reply with edits.
Set up escalation rules
When critical mentions aren't addressed quickly, escalate:
openclaw chat "Configure escalation rules:
If a CRITICAL alert is not acknowledged within 30 minutes:
→ Re-send to #brand-alerts with 'UNRESOLVED' tag
→ DM the brand manager directly
If still unresolved after 1 hour:
→ DM the VP of Marketing
→ Include mention growth stats (how many new comments/upvotes)
Track resolution:
→ When someone reacts with ✅ on the alert, mark as 'responded'
→ When someone reacts with 👀, mark as 'reviewing'
→ Log response time for each alert"
For teams of 1-3, keep it simple:
All alerts → #brand-monitoring (one channel)
CRITICAL → also DM founder
Escalation: 1 hour → phone call
Create a weekly brand report
Summarize the week's monitoring activity:
openclaw cron add \
--name "Weekly Brand Report" \
--cron "0 9 * * 1" \
--tz "America/New_York" \
--session isolated \
--message "Generate the weekly brand monitoring report:
1. Sentiment summary: this week vs last week, trend chart
2. Volume: total mentions by source and day
3. Top 5 positive mentions (celebrate wins)
4. All negative mentions and their resolution status
5. Response metrics: avg response time, resolution rate
6. Competitor activity summary
7. Emerging topics or trends
8. Recommendations: what to do this week based on the data
Format for sharing in a team meeting. Include actionable
insights, not just data." \
--announce \
--channel slack \
--to "#marketing"
📊 Weekly Brand Report — Week of Mar 17
📈 Sentiment: 0.69 (↑ from 0.62 last week — recovery!)
📣 Mentions: 147 total (↑22% from last week)
Twitter: 89 | Reddit: 34 | News: 12 | Reviews: 12
🎉 Wins:
1. @beautyblogger feature — 3.2K engagements
2. Byrdie Top 10 list — #4 ranking
3. "Holy grail moisturizer" trending on r/SkincareAddiction
🔧 Issues Resolved: 3/3 (100%)
Avg response time: 42 minutes
Reddit breakout post → responded in 28 min, offered replacement
Amazon 2-star review → responded in 55 min, resolved via DM
Twitter complaint → responded in 44 min, sent new product
👀 Competitor: RadiantSkin's new SPF launched poorly (0.45 sentiment).
Opportunity: Target their dissatisfied customers with our SPF.
💡 Recommendations:
- Reach out to @beautyblogger for a formal partnership
- Create content addressing the "white cast" concern (3 mentions)
- Consider a batch review of the moisturizer formula
For agencies managing multiple clients:
openclaw chat "Add a second brand to monitor:
Brand: FreshFace Cosmetics
Keywords: 'FreshFace', 'Fresh Face Cosmetics'
Route to: #client-freshface channel"
Each brand gets its own keyword set, routing rules, and templates. The weekly report covers all brands with separate sections.
Connect monitoring to your customer support tools:
openclaw chat "When a CRITICAL mention is detected,
also create a ticket in Zendesk with:
- Customer's social handle
- The mention text and link
- Sentiment score and urgency
- Drafted response template"
This ensures no mention falls through the cracks even if the chat alert is missed.
Course Complete
You now have a complete brand monitoring system:
- Data sources pulling mentions from Twitter, Reddit, news, and reviews
- Sentiment analysis scoring every mention and classifying urgency
- Real-time alerts routed to the right team members
- Response templates for quick, consistent replies
- Weekly reports tracking trends and team performance
The brands that win online aren't the ones that never get criticized — they're the ones that respond fastest and most authentically. With this system, you'll never be caught off guard by a viral mention again.
Why should response templates for negative mentions always be reviewed by a human before sending?
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