Automate Instagram complaint handling with Claude AI, tickets & SLA management
This enterprise-grade n8n workflow automates the Instagram complaint handling process — from detection to resolution — using Claude AI, dynamic ticket assignment, and SLA enforcement. It converts customer complaints in comments into actionable support tickets with auto-assignment, escalation alerts, and full audit trails, ensuring timely responses and improved customer satisfaction with zero manual intervention.
Key Features
- Real-time Instagram polling for new comments
- AI-powered complaint detection using Claude 3.5 Sonnet for sentiment and issue classification
- Automatic ticket creation in Google Sheets (or integrable with Zendesk/Jira)
- Round-robin assignment to team members from a dynamic roster
- SLA timer and monitoring (e.g., 24-hour response window with escalation at 80% elapsed)
- Escalation engine notifies managers via Slack if near breach
- Multi-channel notifications: Slack for assignees and escalations
- Audit-ready: Logs ticket details, assignments, and actions
- Scalable triggers: Webhook or scheduled polling
Workflow Process
| Step | Node | Description |
| ---- | ----------------------------------- | -------------------------------------------------------- |
| 1 | Schedule Trigger | Runs every 15 minutes or via webhook (/complaint-handler) |
| 2 | Get Instagram Posts | Fetches recent posts from Instagram Graph API |
| 3 | Get Comments | Retrieves comments for the latest post |
| 4 | Loop Over Comments | Processes each comment individually to avoid rate limits |
| 5 | Detect Complaint (Claude AI) | Uses AI to classify if complaint, extract issue/severity |
| 6 | IF Complaint | Branches: Proceed if yes, end if no |
| 7 | Get Team Members | Loads team roster from TeamMembers sheet |
| 8 | Assign Ticket | Sets assignee via round-robin logic |
| 9 | Create Ticket (Google Sheet) | Appends new ticket with details and SLA due date |
| 10 | Notify Assignee (Slack) | Alerts assigned team member |
| 11 | Wait for SLA Check | Delays to near-SLA-breach point (e.g., 20 hours) |
| 12 | Check Ticket Status | Looks up ticket status in sheet |
| 13 | IF SLA Breach Near | Checks if unresolved; escalates if yes |
| 14 | Escalate to Manager (Slack) | Notifies manager for urgent action |
| 15 | End (Non-Complaint Path) | Terminates non-complaint branches |
Setup Instructions
1. Import Workflow
- Open n8n → Workflows → Import from Clipboard
- Paste the JSON workflow
2. Configure Credentials
| Integration | Details |
| ----------------- | -------------------------------------------------- |
| Instagram API | Access token from Facebook Developer Portal |
| Claude AI | Anthropic API key for claude-3-5-sonnet-20241022 |
| Google Sheets | Service account with spreadsheet access |
| Slack | Webhook or OAuth app |
3. Update Spreadsheet IDs
Ensure your Google Sheets include:
SupportTicketsTeamMembers
4. Set Triggers
- Webhook:
/webhook/complaint-handler(for real-time Instagram notifications if set up) - Schedule: Every 15 minutes
5. Run a Test
Use manual execution to confirm:
- Ticket creation in sheet
- Slack notifications
- SLA wait and escalation logic (simulate by shortening wait time)
Google Sheets Structure
SupportTickets
| ticketId | commentText | user | createdAt | assignedTo | status | slaDue | issueType | severity | |--------------|-------------|----------|--------------------|--------------------|--------|--------------------|---------------|----------| | TKT-12345678 | Sample complaint text | user123 | 2023-10-01T12:00:00Z | john@team.com | Open | 2023-10-02T12:00:00Z | Product Issue | Medium |
TeamMembers
| name | email | |-----------|-------------------| | John Doe | john@team.com | | Jane Smith| jane@team.com |
System Requirements
| Requirement | Version/Access |
| --------------------- | ---------------------------------------------- |
| n8n | v1.50+ (AI integrations supported) |
| Claude AI API | claude-3-5-sonnet-20241022 |
| Instagram Graph API| Business account access token |
| Google Sheets API | https://www.googleapis.com/auth/spreadsheets |
| Slack Webhook | Required for notifications |
Optional Enhancements
- Integrate Zendesk/Jira for professional ticketing instead of Google Sheets
- Add email notifications to customers acknowledging complaints
- Use sentiment thresholds for prioritizing high-severity tickets
- Connect Twilio for SMS escalations
- Enable multi-platform support (e.g., Twitter/Facebook comments)
- Add reporting dashboard via Google Data Studio
- Implement auto-resolution for simple complaints using AI responses
Result: A single automated system that detects, tickets, assigns, and enforces SLAs on Instagram complaints — with full AI intelligence and zero manual work.
Explore More AI Workflows: Get in touch with us for custom n8n automation!
Automate Instagram Complaint Handling with Claude AI, Tickets & SLA Management
This n8n workflow is designed to streamline the process of handling Instagram complaints, ensuring efficient ticket creation, AI-powered analysis, and timely SLA management. It integrates with Google Sheets for data storage, an external AI service (likely Claude AI, based on the directory name) for complaint analysis, and Slack for notifications.
What it does
This workflow automates the following steps:
- Triggers on a Schedule: The workflow starts periodically based on a defined schedule (e.g., every few minutes or hours).
- Fetches New Complaints: It reads data from a Google Sheet, likely looking for new Instagram complaints that need processing.
- Processes Complaints in Batches: Each complaint is processed individually to manage resources and prevent rate limits.
- Prepares Data for AI Analysis: It structures the complaint data for submission to an external AI service.
- Analyzes Complaint with AI: An HTTP Request node sends the complaint details to an external AI service (e.g., Claude AI) to categorize the complaint, extract key information, or suggest a response.
- Checks AI Response: An "If" node evaluates the response from the AI service. This could be to check if the AI successfully processed the complaint, if it identified a specific type of complaint, or if it requires human intervention.
- Updates Google Sheet (Conditional):
- If AI Analysis is Successful/Relevant: The workflow updates the Google Sheet with the results of the AI analysis (e.g., complaint category, sentiment, suggested action).
- If AI Analysis Fails/Requires Review: It might flag the complaint in the Google Sheet for manual review.
- Sends Slack Notification: A Slack message is sent to a designated channel or user, informing them about the new complaint, its AI analysis results, and any required actions or SLA considerations.
- Waits for Next Cycle: A "Wait" node introduces a pause, potentially to manage API rate limits or to allow time for external systems to process updates before the next batch of complaints is fetched.
Prerequisites/Requirements
To use this workflow, you will need:
- n8n Instance: A running n8n instance.
- Google Sheets Account: A Google Sheets spreadsheet to store and manage Instagram complaints.
- External AI Service: Access to an AI service (e.g., Claude AI, OpenAI, etc.) with an API endpoint for text analysis.
- Slack Account: A Slack workspace and a channel or user to send notifications to.
- n8n Credentials: Configured credentials in n8n for:
- Google Sheets (OAuth 2.0 or Service Account)
- Slack (OAuth 2.0)
- The external AI service (e.g., API Key, Bearer Token for HTTP Request node)
Setup/Usage
- Import the Workflow: Download the JSON provided and import it into your n8n instance.
- Configure Credentials:
- Set up your Google Sheets credentials.
- Set up your Slack credentials.
- Configure the HTTP Request node with the necessary authentication for your AI service (e.g., API Key in headers).
- Update Node Settings:
- Cron Node: Adjust the schedule to your desired frequency for checking new complaints.
- Google Sheets Node:
- Specify the Spreadsheet ID and Sheet Name where your Instagram complaints are stored.
- Configure the "Read" operation to fetch new complaints (e.g., by filtering for a specific status or timestamp).
- Configure the "Update" operation to write AI analysis results back to the sheet.
- HTTP Request Node:
- Update the URL to your AI service's endpoint.
- Adjust the Body to send the complaint data in the format expected by your AI service.
- Modify the Headers for authentication as required by your AI service.
- If Node: Define the conditions based on the AI service's response to determine the next steps (e.g.,
{{ $json.aiResponse.sentiment === 'negative' }}). - Slack Node:
- Specify the Channel or User ID where notifications should be sent.
- Customize the Message to include relevant complaint details and AI analysis.
- Wait Node: Adjust the wait duration if necessary to comply with API rate limits or workflow timing.
- Activate the Workflow: Once all configurations are complete, activate the workflow.
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