Brand24 to Defusely Integration Guide

Why Connect Brand24 to Defusely?

Brand24 alerts you when someone mentions your brand on Reddit. But alerts alone aren’t enough. You need to respond fast, assess severity, get approval, and document the resolution.

Defusely fills that gap. When a Brand24 alert arrives, Defusely:

• Creates a dedicated War Room for that incident
• Scores the severity automatically
• Drafts an AI response in seconds
• Routes it for approval
• Logs everything for post-mortems

The result: faster response times, better coordination, and a clear audit trail.

Two Setup Methods

Choose the setup method that works best for your team.

Method 1: Email Forward (Recommended for Quick Setup)

No coding required. Under 2 minutes.

Best for: Teams that want quick setup. Any Brand24 plan.

Setup time: 2 minutes

Requirements: Gmail, Outlook, or any email client

How it works:

When Brand24 detects a mention matching your keywords, it sends an alert email. You set up a forwarding rule to automatically send that email to Defusely. Defusely parses the alert, extracts the Reddit URL, and launches the response workflow.

Gmail example:

• Go to Settings → Filters and Blocked Addresses
• Create filter: From contains “brand24” AND Subject contains “alert”
• Action: Forward to [email protected]
• Save filter

Outlook example:

• Go to Settings → Mail → Rules
• New rule: From = Brand24
• Action: Forward to [email protected]
• Save rule

That’s it! Test by creating an alert in Brand24 and checking that it arrives in your Defusely War Room.

Method 2: API Webhook (For Technical Teams)

Real-time, direct integration.

Best for: Technical teams. Enterprise setups.

Setup time: 5-10 minutes

Requirements: Brand24 Pro/Enterprise + API access

How it works:

Brand24 webhooks send data directly to Defusely’s API in real-time. When a mention is detected, the webhook fires instantly—no email delays. This is the most reliable integration method.

Steps:

1. Get your webhook URL

   • Log in to Defusely
   • Go to Integrations → Brand24
   • Copy your unique webhook URL

2. Set up the webhook in Brand24

   • Log in to Brand24
   • Go to Settings → Webhooks
   • Create new webhook
   • Paste your Defusely webhook URL
   • Select “New Mention” and/or “Alert” events
   • Method: POST
   • Save

3. Test it

   • Create a test alert in Brand24
   • Verify the mention appears in Defusely War Room within 10 seconds

4. (Optional) Authenticate the webhook

   • In Defusely, go to Integrations → Brand24
   • Enable “Verify webhook signature”
   • Copy your webhook secret key to Brand24 settings
   • This adds an extra layer of security

What Happens After Defusely Receives the Alert

Once Brand24 sends the alert to Defusely, here’s the automatic workflow:

1. URL Extraction: Defusely extracts the Reddit URL from the alert
2. Thread Fetch: Fetches the full Reddit thread (comments, scores, context)
3. Severity Scoring: Analyzes sentiment, reply count, upvote ratio, subreddit size, and user reputation to assign a severity score (Low / Elevated / High / Critical)
4. AI Summary: Generates a concise summary of the thread and sentiment
5. War Room Creation: Opens a dedicated War Room for the incident
6. Team Notification: Alerts your team across Slack/Discord/Teams with the severity badge
7. Response Draft: AI generates a first-draft response based on your Crisis Playbook
8. Approval Queue: Routes the draft to your approval workflow (lawyer, comms lead, exec, etc.)

All of this happens in 20-30 seconds.

Scenario A: Low-severity Mention

Brand24 alert: A user with 200 followers posts “This brand’s support is slow.” It gets 2 upvotes and no replies.

Defusely automatically:

• Tags it as Low severity (minor reach, no engagement, fixable issue)
• Drafts a response: “Thanks for the feedback. We’d love to help. DM us your account number.”
• Routes to your Comms team for quick approval (1-2 minutes)
• Team approves and responds

Time to resolution: 5 minutes. Without Defusely, this might sit in an email inbox for hours.

Scenario B: High-Severity Mention

Brand24 alert: A security researcher posts “Found XSS vulnerability in [brand]‘s checkout. This is critical.” It’s posted to r/cybersecurity (300k subscribers) and already has 50 upvotes.

Defusely automatically:

• Tags it as High severity (large audience, technical credibility, active engagement)
• Drafts a measured response acknowledging the report and offering responsible disclosure
• Routes to Security Lead → Legal → CTO for approval (decision in 10 minutes)
• Escalates in Slack with a red critical badge
• War Room logs all approvals and decisions for compliance

Time to first response: 15 minutes. This is the difference between containing a crisis and letting it spread.

Comparing the Two Methods

Recommendation: Start with email forward for testing. Upgrade to webhook once you’re getting 5+ Brand24 alerts per week.

Next Steps

1. Choose your setup method above
2. Complete the setup (2-10 minutes)
3. Create a test alert in Brand24
4. Verify it appears in Defusely
5. Configure your approval workflow
6. Set your Crisis Playbook responses
7. Go live

Support: If you get stuck, email [email protected] with a screenshot of your Brand24 settings and we’ll help debug in 5 minutes.