{ "id": "MGAUPYNPteFOKuOU", "meta": { "templateCredsSetupCompleted": true }, "name": "AI Customer Complaint Resolution & Smart Escalation System", "tags": [], "nodes": [ { "id": "c6110434-7570-4b29-abda-4d6e245e74c7", "name": "\ud83d\udccc Overview \u2013 How This Workflow Works", "type": "n8n-nodes-base.stickyNote", "position": [ -6112, 4160 ], "parameters": { "color": 2, "width": 1272, "height": 728, "content": "## \ud83d\udce6 ResolveOS AI \u2013 Wrong-Package Complaint Automation\n\n### How it works\nA customer sends a Telegram message with their order ID and complaint. The workflow looks up the order in Google Sheets, checks the customer's complaint history, classifies the message sentiment with GPT-4o-mini, and applies a rule engine to decide one of four routes: auto-approve a replacement (low-value wrong item, first offence), escalate to the support lead (high-value or angry customer), alert the warehouse team (damaged or missing item), or flag to the ops manager (repeat offender). Each route logs a record to the Complaints Log sheet and notifies the relevant person on Telegram. When a support lead approves or rejects via inline button, a second Telegram trigger fires, updates the sheet, and notifies both the customer and warehouse. After an auto-approval, the workflow waits 3 days and sends a feedback request.\n\n### Setup steps\n1. Connect **Telegram Bot API** to all Telegram nodes.\n2. Connect **OpenAI API** to the sentiment classification node.\n3. Connect **Google Sheets OAuth2** and create a sheet with two tabs: `Orders` and `Complaints Log` (see Credentials sticky for column names).\n4. Replace `YOUR_GOOGLE_SHEET_ID` in every Google Sheets node.\n5. Replace `YOUR_SUPPORT_LEAD_CHAT_ID`, `YOUR_WAREHOUSE_CHAT_ID`, and `YOUR_OPS_MANAGER_CHAT_ID` in the respective Telegram notify nodes.\n6. Connect **Slack OAuth2** and replace `YOUR_SLACK_CHANNEL_ID` in the error alert node.\n7. Activate both Telegram triggers." }, "typeVersion": 1 }, { "id": "3802dbe3-b670-4015-8f77-e0c2b0674064", "name": "Section \u2013 Complaint Intake & AI Analysis", "type": "n8n-nodes-base.stickyNote", "position": [ -4816, 5024 ], "parameters": { "color": 7, "width": 1968, "height": 572, "content": "## \ud83d\udce9 Complaint Intake & AI Analysis\nReceives the customer's Telegram message (format: `ORDER_ID | complaint text`), looks up the order, checks complaint history for repeat behaviour, and uses GPT-4o-mini to classify sentiment. All data is merged before the routing decision." }, "typeVersion": 1 }, { "id": "44f90028-f1d5-47f4-81b6-b1aa9262bf50", "name": "Section \u2013 Rule Engine & Routing", "type": "n8n-nodes-base.stickyNote", "position": [ -2752, 4880 ], "parameters": { "color": 7, "width": 476, "height": 716, "content": "## \ud83d\udd00 Rule Engine\nCombines issue type, order value, customer sentiment, and repeat-offender flag to decide one of four routes: auto-approve, escalate to support lead, alert warehouse, or flag to ops manager." }, "typeVersion": 1 }, { "id": "0d25ae60-b5f3-4858-9501-4ecc04e8a46c", "name": "Section \u2013 Auto-Approve Branch", "type": "n8n-nodes-base.stickyNote", "position": [ -2064, 4224 ], "parameters": { "color": 7, "width": 1280, "height": 492, "content": "## \u2705 Auto-Approve Branch\nFor low-value wrong-item complaints from first-time offenders. Instantly logs the resolution, sends the customer a replacement confirmation, then waits 3 days before sending a feedback check-in." }, "typeVersion": 1 }, { "id": "0a6e06f4-9197-4f51-a9cb-0427a1538843", "name": "Section \u2013 Support Lead Escalation", "type": "n8n-nodes-base.stickyNote", "position": [ -2064, 4800 ], "parameters": { "color": 7, "width": 1196, "height": 492, "content": "## \ud83d\udd34 Support Lead Escalation\nHigh-value orders or angry/frustrated customers go here. Sends the support lead an inline-button Telegram message and logs the complaint as `pending_human_approval`." }, "typeVersion": 1 }, { "id": "5c4675cf-fe4a-487c-953e-674ca54e2056", "name": "Section \u2013 Warehouse Branch", "type": "n8n-nodes-base.stickyNote", "position": [ -2048, 5376 ], "parameters": { "color": 7, "width": 1906, "height": 556, "content": "## \ud83c\udfed Warehouse Branch\nDamaged or missing items are flagged to the warehouse team with the packer and courier names for CCTV/packing-log review. The workflow then checks if the same packer has 3+ complaints this week and alerts ops if so." }, "typeVersion": 1 }, { "id": "ae22a9a0-1928-4774-8484-5095fb84c844", "name": "Section \u2013 Ops Manager Branch", "type": "n8n-nodes-base.stickyNote", "position": [ -1856, 6128 ], "parameters": { "color": 7, "width": 1052, "height": 556, "content": "## \ud83d\udd01 Repeat Offender Branch\nCustomers with 3+ complaints this month are blocked from auto-resolution. The ops manager receives a full context alert and the case is logged as `flagged_repeat_offender` for manual review." }, "typeVersion": 1 }, { "id": "ead99203-acfb-4789-920f-bfa15ea7ec48", "name": "Section \u2013 Support Lead Approval Callback", "type": "n8n-nodes-base.stickyNote", "position": [ -4544, 5744 ], "parameters": { "color": 7, "width": 1636, "height": 812, "content": "## \ud83d\udc46 Support Lead Approval Callback\nA separate Telegram trigger listens for the support lead's inline-button tap. Approve updates the sheet, notifies the customer and warehouse. Reject logs the decision and tells the support lead to follow up manually." }, "typeVersion": 1 }, { "id": "c162095f-acfb-4660-b644-6f462d00b7e7", "name": "Section \u2013 Error Handling", "type": "n8n-nodes-base.stickyNote", "position": [ -4160, 6672 ], "parameters": { "color": 7, "width": 684, "height": 480, "content": "## \u26a0\ufe0f Error Handling\nA workflow-level error trigger posts an alert to Slack whenever any node fails. Update the channel ID to your ops or alerts channel before activating." }, "typeVersion": 1 }, { "id": "80c3720d-7b87-47f4-bc48-3a8ad5c7c0b5", "name": "\ud83d\udd11 Credentials & Sheet Setup", "type": "n8n-nodes-base.stickyNote", "position": [ -112, 5344 ], "parameters": { "color": 3, "width": 528, "height": 584, "content": "## \ud83d\udd11 Credentials Required\n- **Telegram Bot API** \u2014 all Telegram nodes\n- **OpenAI API** \u2014 sentiment classification\n- **Google Sheets OAuth2** \u2014 Orders + Complaints Log tabs\n- **Slack OAuth2** \u2014 error alerts\n\n`Orders`: order_id, customer_name, customer_phone, ordered_sku, packed_sku, packer_name, courier_name, order_value\n`Complaints Log`: timestamp, order_id, customer_phone, customer_name, issue_type, route, liability, packer_name, courier_name, status" }, "typeVersion": 1 }, { "id": "e9bf8936-2c33-42cd-8472-6d9025161b39", "name": "Support Lead Approval Callback", "type": "n8n-nodes-base.telegramTrigger", "position": [ -4352, 6192 ], "parameters": { "updates": [ "callback_query" ], "additionalFields": {} }, "typeVersion": 1.1 }, { "id": "ecae133d-17d7-4b26-835d-2e3ed9ae6a4c", "name": "IF Callback Is Approve", "type": "n8n-nodes-base.if", "position": [ -4080, 6192 ], "parameters": { "options": {}, "conditions": { "options": { "version": 1, "leftValue": "", "caseSensitive": true, "typeValidation": "strict" }, "combinator": "and", "conditions": [ { "id": "6914a865-dbc2-4f1d-a0bf-0f7046b94cd3", "operator": { "type": "string", "operation": "startsWith" }, "leftValue": "={{ $json.callback_query.data }}", "rightValue": "approve_" } ] } }, "typeVersion": 2 }, { "id": "11ce7dcd-c135-4615-9037-1f20844dfc01", "name": "Extract Order ID From Callback", "type": "n8n-nodes-base.code", "position": [ -3824, 6080 ], "parameters": { "jsCode": "const cb = $json.callback_query.data; // approve_ORD10453 or reject_ORD10453\nconst orderId = cb.split('_').slice(1).join('_');\nreturn [{\n json: {\n order_id: orderId,\n approver_chat_id: $json.callback_query.message.chat.id,\n approver_message_id: $json.callback_query.message.message_id\n }\n}];" }, "typeVersion": 2 }, { "id": "103e286e-3729-4a8c-b7bf-674af9a44c97", "name": "Update Row - Mark Approved", "type": "n8n-nodes-base.googleSheets", "position": [ -3552, 6080 ], "parameters": { "columns": { "value": { "status": "approved_by_support_lead.", "order_id": "={{ $json.order_id }}", "row_number": 0 }, "schema": [ { "id": "timestamp", "type": "string", "display": true, "removed": false, "required": false, "displayName": "timestamp", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "order_id", "type": "string", "display": true, "required": false, "displayName": "order_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_phone", "type": "string", "display": true, "removed": false, "required": false, "displayName": "customer_phone", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_name", "type": "string", "display": true, "removed": false, "required": false, "displayName": "customer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "issue_type", "type": "string", "display": true, "removed": false, "required": false, "displayName": "issue_type", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "route", "type": "string", "display": true, "removed": false, "required": false, "displayName": "route", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "liability", "type": "string", "display": true, "removed": false, "required": false, "displayName": "liability", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "packer_name", "type": "string", "display": true, "removed": false, "required": false, "displayName": "packer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "courier_name", "type": "string", "display": true, "removed": false, "required": false, "displayName": "courier_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "status", "type": "string", "display": true, "required": false, "displayName": "status", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "row_number", "type": "number", "display": true, "removed": false, "readOnly": true, "required": false, "displayName": "row_number", "defaultMatch": false, "canBeUsedToMatch": true } ], "mappingMode": "defineBelow", "matchingColumns": [ "order_id" ], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "operation": "update", "sheetName": { "__rl": true, "mode": "name", "value": "Complaints Log" }, "documentId": { "__rl": true, "mode": "id", "value": "YOUR_GOOGLE_SHEET_ID" } }, "typeVersion": 4.5 }, { "id": "438cc839-c058-4a12-8b71-c33d5d45c8dc", "name": "Notify Customer - Escalated Resolution Approved", "type": "n8n-nodes-base.telegram", "position": [ -3216, 5920 ], "parameters": { "text": "=Good news! Your order issue has been reviewed and approved \u2014 a replacement/refund is on its way. Thanks for your patience! \ud83d\ude4f", "chatId": "={{ $('Extract Order ID From Callback').item.json.order_id }}", "additionalFields": {} }, "typeVersion": 1.2 }, { "id": "4d8b174c-9fd9-46bb-93fe-86569afddfd5", "name": "Notify Warehouse - Flag Packer for Repeat Pattern", "type": "n8n-nodes-base.telegram", "position": [ -3232, 6224 ], "parameters": { "text": "=\u2705 Approved by Support Lead \u2014 order {{ $('Extract Order ID From Callback').item.json.order_id }}. Please log this packer's error for pattern tracking.", "chatId": "={{ $json.approver_chat_id }}", "additionalFields": {} }, "typeVersion": 1.2 }, { "id": "2a0a51c8-6826-4eed-81b6-017d7c2d7a28", "name": "Notify Support Lead - Rejected Logged", "type": "n8n-nodes-base.telegram", "position": [ -3840, 6352 ], "parameters": { "text": "=Marked as rejected. No resolution sent to customer \u2014 please follow up manually.", "chatId": "={{ $json.callback_query.message.chat.id }}", "additionalFields": {} }, "typeVersion": 1.2 }, { "id": "687bd2e4-eb91-4241-8fa9-3c2d514001e9", "name": "Customer Complaint Telegram Trigger", "type": "n8n-nodes-base.telegramTrigger", "position": [ -4592, 5264 ], "parameters": { "updates": [ "message" ], "additionalFields": {} }, "typeVersion": 1.1 }, { "id": "e1838274-8148-4f81-b1a2-d83183150001", "name": "Normalize Complaint Input", "type": "n8n-nodes-base.code", "position": [ -4368, 5264 ], "parameters": { "jsCode": "const msg = $json.message || {};\nconst text = msg.text || '';\nconst parts = text.split('|');\nconst orderId = (parts[0] || '').trim();\nconst messageText = (parts.slice(1).join('|') || '').trim();\nconst fromUser = msg.from || {};\nconst customerName = [fromUser.first_name, fromUser.last_name].filter(Boolean).join(' ') || 'Unknown Customer';\n\nreturn [{\n json: {\n order_id: orderId,\n customer_name: customerName,\n customer_phone: '',\n customer_chat_id: String(msg.chat ? msg.chat.id : ''),\n message_text: messageText,\n image_url: '',\n received_at: new Date().toISOString(),\n support_lead_chat_id: 'YOUR_SUPPORT_LEAD_CHAT_ID',\n warehouse_chat_id: 'YOUR_WAREHOUSE_CHAT_ID',\n ops_manager_chat_id: 'YOUR_OPS_MANAGER_CHAT_ID'\n }\n}];" }, "typeVersion": 2 }, { "id": "50c6e329-27c1-4f35-9d83-101ce0b5ed7a", "name": "Lookup Order Details", "type": "n8n-nodes-base.googleSheets", "position": [ -4160, 5264 ], "parameters": { "options": {}, "filtersUI": { "values": [ { "lookupValue": "={{ $json.order_id }}", "lookupColumn": "order_id" } ] }, "sheetName": { "__rl": true, "mode": "name", "value": "Orders" }, "documentId": { "__rl": true, "mode": "id", "value": "YOUR_GOOGLE_SHEET_ID" } }, "typeVersion": 4.5 }, { "id": "1ded3118-6581-461b-99a2-3470e5668380", "name": "Get Customer Complaint History", "type": "n8n-nodes-base.googleSheets", "position": [ -3984, 5264 ], "parameters": { "options": {}, "filtersUI": { "values": [ { "lookupValue": "={{ $('Normalize Complaint Input').item.json.customer_phone }}", "lookupColumn": "customer_phone" } ] }, "sheetName": { "__rl": true, "mode": "name", "value": "Complaints Log" }, "documentId": { "__rl": true, "mode": "id", "value": "YOUR_GOOGLE_SHEET_ID" } }, "typeVersion": 4.5, "alwaysOutputData": true }, { "id": "2b6f58f6-5f18-49ab-8422-d35c4b9fe0cf", "name": "Determine Issue Type and Repeat Offender", "type": "n8n-nodes-base.code", "position": [ -3776, 5264 ], "parameters": { "jsCode": "const normalized = $('Normalize Complaint Input').first().json;\nconst orderRows = $('Lookup Order Details').all();\nconst order = orderRows.length ? orderRows[0].json : {};\nconst historyRows = $input.all();\n\nconst now = new Date();\nconst thisMonthCount = historyRows.filter(r => {\n const d = new Date(r.json.timestamp || r.json.received_at || 0);\n return d.getFullYear() === now.getFullYear() && d.getMonth() === now.getMonth();\n}).length;\n\nconst text = (normalized.message_text || '').toLowerCase();\nconst orderedSku = order.ordered_sku || '';\nconst packedSku = order.packed_sku || '';\nconst skuMismatch = orderedSku && packedSku && orderedSku !== packedSku;\n\nlet issueType = 'other';\nif (/damaged|broken|crushed|missing|not received|empty box/.test(text)) {\n issueType = 'damaged_missing';\n} else if (skuMismatch || /wrong item|different item|not what i ordered/.test(text)) {\n issueType = 'wrong_item';\n}\n\nconst orderValue = Number(order.order_value || 0);\nconst isHighValue = orderValue > 500;\nconst isRepeatOffender = (thisMonthCount + 1) >= 3;\n\nlet liability = 'unknown';\nif (issueType === 'wrong_item') {\n liability = 'packing';\n} else if (issueType === 'damaged_missing') {\n liability = /courier|delivery guy|driver|transit/.test(text) ? 'courier' : 'packing';\n}\n\nreturn [{\n json: {\n ...normalized,\n customer_name: order.customer_name || normalized.customer_name,\n customer_phone: order.customer_phone || normalized.customer_phone,\n ordered_sku: orderedSku,\n packed_sku: packedSku,\n packer_name: order.packer_name || 'unknown',\n courier_name: order.courier_name || 'unknown',\n order_value: orderValue,\n issue_type: issueType,\n is_high_value: isHighValue,\n complaints_this_month: thisMonthCount + 1,\n is_repeat_offender: isRepeatOffender,\n liability: liability\n }\n}];" }, "typeVersion": 2 }, { "id": "751e242b-6ea8-4a1a-9cf5-e6e43ea7ff70", "name": "Determine Final Route", "type": "n8n-nodes-base.code", "position": [ -3248, 5264 ], "parameters": { "jsCode": "const data = $('Determine Issue Type and Repeat Offender').first().json;\n\nlet sentiment = 'neutral';\ntry {\n const raw = $input.first().json.message?.content || $input.first().json.content || $input.first().json.text || '{}';\n const cleaned = String(raw).replace(/```json|```/g, '').trim();\n const parsed = JSON.parse(cleaned);\n sentiment = parsed.sentiment || 'neutral';\n} catch (e) {\n sentiment = 'neutral';\n}\n\nlet route = 'escalate_support';\n\nif (data.is_repeat_offender) {\n route = 'escalate_ops';\n} else if (sentiment === 'angry' || sentiment === 'frustrated') {\n route = 'escalate_support';\n} else if (data.issue_type === 'damaged_missing') {\n route = 'escalate_warehouse';\n} else if (data.issue_type === 'wrong_item' && !data.is_high_value) {\n route = 'auto_approve';\n} else if (data.issue_type === 'wrong_item' && data.is_high_value) {\n route = 'escalate_support';\n}\n\nreturn [{\n json: {\n ...data,\n sentiment,\n route\n }\n}];" }, "typeVersion": 2 }, { "id": "1b4de231-65af-4269-87f8-342b3f72bcac", "name": "Rule Engine - Route Decision", "type": "n8n-nodes-base.switch", "position": [ -2576, 5232 ], "parameters": { "rules": { "values": [ { "outputKey": "Auto Approve", "conditions": { "options": { "version": 1, "leftValue": "", "caseSensitive": true, "typeValidation": "strict" }, "combinator": "and", "conditions": [ { "id": "5dcfcd11-c49c-4ebd-b5c8-caa40285fbd8", "operator": { "type": "string", "operation": "equals" }, "leftValue": "={{ $json.route }}", "rightValue": "auto_approve" } ] }, "renameOutput": true }, { "outputKey": "Escalate Support Lead", "conditions": { "options": { "version": 1, "leftValue": "", "caseSensitive": true, "typeValidation": "strict" }, "combinator": "and", "conditions": [ { "id": "5604ba83-1215-4512-bacd-407110b1ded8", "operator": { "type": "string", "operation": "equals" }, "leftValue": "={{ $json.route }}", "rightValue": "escalate_support" } ] }, "renameOutput": true }, { "outputKey": "Escalate Warehouse", "conditions": { "options": { "version": 1, "leftValue": "", "caseSensitive": true, "typeValidation": "strict" }, "combinator": "and", "conditions": [ { "id": "8bcb5da1-4ba8-49c7-b6ef-2e80e58fb4c6", "operator": { "type": "string", "operation": "equals" }, "leftValue": "={{ $json.route }}", "rightValue": "escalate_warehouse" } ] }, "renameOutput": true }, { "outputKey": "Escalate Ops Manager", "conditions": { "options": { "version": 1, "leftValue": "", "caseSensitive": true, "typeValidation": "strict" }, "combinator": "and", "conditions": [ { "id": "f89f5108-69e8-4cd9-90aa-7a646c2252a2", "operator": { "type": "string", "operation": "equals" }, "leftValue": "={{ $json.route }}", "rightValue": "escalate_ops" } ] }, "renameOutput": true } ] }, "options": { "fallbackOutput": "none" } }, "typeVersion": 3 }, { "id": "b6a1a9f4-6ffc-4d11-92b2-4c60a22fa64c", "name": "Log Auto-Approved Resolution", "type": "n8n-nodes-base.googleSheets", "position": [ -1856, 4416 ], "parameters": { "columns": { "value": { "route": "={{ $json.route }}", "status": "auto_approved", "order_id": "={{ $json.order_id }}", "liability": "={{ $json.liability }}", "timestamp": "={{ $json.received_at }}", "issue_type": "={{ $json.issue_type }}", "packer_name": "={{ $json.packer_name }}", "courier_name": "={{ $json.courier_name }}", "customer_name": "={{ $json.customer_name }}", "customer_phone": "={{ $json.customer_phone }}" }, "schema": [ { "id": "timestamp", "type": "string", "display": true, "required": false, "displayName": "timestamp", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "order_id", "type": "string", "display": true, "required": false, "displayName": "order_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_phone", "type": "string", "display": true, "required": false, "displayName": "customer_phone", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_name", "type": "string", "display": true, "required": false, "displayName": "customer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "issue_type", "type": "string", "display": true, "required": false, "displayName": "issue_type", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "route", "type": "string", "display": true, "required": false, "displayName": "route", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "liability", "type": "string", "display": true, "required": false, "displayName": "liability", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "packer_name", "type": "string", "display": true, "required": false, "displayName": "packer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "courier_name", "type": "string", "display": true, "required": false, "displayName": "courier_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "status", "type": "string", "display": true, "required": false, "displayName": "status", "defaultMatch": false, "canBeUsedToMatch": true } ], "mappingMode": "defineBelow", "matchingColumns": [], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "operation": "append", "sheetName": { "__rl": true, "mode": "name", "value": "Complaints Log" }, "documentId": { "__rl": true, "mode": "id", "value": "YOUR_GOOGLE_SHEET_ID" } }, "typeVersion": 4.5 }, { "id": "07db56aa-5e96-4796-888e-282b3a9c2c56", "name": "Send Customer Auto-Approval Confirmation", "type": "n8n-nodes-base.telegram", "position": [ -1584, 4416 ], "parameters": { "text": "=Hi {{ $json.customer_name }}, sorry about the mix-up on order {{ $json.order_id }}! \u2705 We've auto-approved a free replacement \u2014 no need to wait for a human. Tracking details for the new item will follow shortly.", "chatId": "={{ $json.customer_chat_id }}", "additionalFields": { "parse_mode": "HTML" } }, "typeVersion": 1.2 }, { "id": "01743530-965d-4883-95e6-635b05b018a3", "name": "Wait 3 Days for Feedback", "type": "n8n-nodes-base.wait", "position": [ -1312, 4416 ], "parameters": { "amount": 3 }, "typeVersion": 1.1 }, { "id": "4745e635-dbfa-499c-b6dc-a05cfc4ada98", "name": "Send Feedback Request", "type": "n8n-nodes-base.telegram", "position": [ -1056, 4416 ], "parameters": { "text": "=Hi {{ $json.customer_name }}, quick check-in on order {{ $json.order_id }} \u2014 did the replacement arrive okay and match what you expected? Reply YES or NO \ud83d\ude42", "chatId": "={{ $json.customer_chat_id }}", "additionalFields": {} }, "typeVersion": 1.2 }, { "id": "2008b650-ad32-40b6-af56-a6084ae34cda", "name": "Notify Support Lead - High Value or Angry", "type": "n8n-nodes-base.telegram", "position": [ -1728, 5024 ], "parameters": { "text": "=\ud83d\udea8 High-value / sentiment escalation\nOrder: {{ $json.order_id }}\nCustomer: {{ $json.customer_name }} ({{ $json.customer_phone }})\nIssue: {{ $json.issue_type }} | Sentiment: {{ $json.sentiment }}\nOrdered SKU: {{ $json.ordered_sku }} | Packed SKU: {{ $json.packed_sku }}\nOrder value: \u20b9{{ $json.order_value }}\nPacker: {{ $json.packer_name }} | Courier: {{ $json.courier_name }}\nPhoto: {{ $json.image_url }}\n\nApprove replacement?", "chatId": "={{ $json.support_lead_chat_id }}", "replyMarkup": "inlineKeyboard", "inlineKeyboard": { "rows": [ { "row": { "buttons": [ { "text": "\u2705 Approve Replacement", "additionalFields": { "callback_data": "=approve_{{ $json.order_id }}" } }, { "text": "\u274c Reject", "additionalFields": { "callback_data": "=reject_{{ $json.order_id }}" } } ] } } ] }, "additionalFields": {} }, "typeVersion": 1.2 }, { "id": "c00abaae-e095-4c6d-8dd0-331a94f78e76", "name": "Log Escalation - Support Lead", "type": "n8n-nodes-base.googleSheets", "position": [ -1456, 5024 ], "parameters": { "columns": { "value": { "route": "={{ $json.route }}", "status": "pending_human_approval", "order_id": "={{ $json.order_id }}", "liability": "={{ $json.liability }}", "timestamp": "={{ $json.received_at }}", "issue_type": "={{ $json.issue_type }}", "packer_name": "={{ $json.packer_name }}", "courier_name": "={{ $json.courier_name }}", "customer_name": "={{ $json.customer_name }}", "customer_phone": "={{ $json.customer_phone }}" }, "schema": [ { "id": "timestamp", "type": "string", "display": true, "required": false, "displayName": "timestamp", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "order_id", "type": "string", "display": true, "required": false, "displayName": "order_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_phone", "type": "string", "display": true, "required": false, "displayName": "customer_phone", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_name", "type": "string", "display": true, "required": false, "displayName": "customer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "issue_type", "type": "string", "display": true, "required": false, "displayName": "issue_type", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "route", "type": "string", "display": true, "required": false, "displayName": "route", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "liability", "type": "string", "display": true, "required": false, "displayName": "liability", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "packer_name", "type": "string", "display": true, "required": false, "displayName": "packer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "courier_name", "type": "string", "display": true, "required": false, "displayName": "courier_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "status", "type": "string", "display": true, "required": false, "displayName": "status", "defaultMatch": false, "canBeUsedToMatch": true } ], "mappingMode": "defineBelow", "matchingColumns": [], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "operation": "append", "sheetName": { "__rl": true, "mode": "name", "value": "Complaints Log" }, "documentId": { "__rl": true, "mode": "id", "value": "YOUR_GOOGLE_SHEET_ID" } }, "typeVersion": 4.5 }, { "id": "0c12a3ab-4c9c-43fc-ab21-0f025bf24e3a", "name": "Notify Warehouse Team - Damaged or Missing", "type": "n8n-nodes-base.telegram", "position": [ -1808, 5632 ], "parameters": { "text": "=\ud83d\udce6 Damaged/missing item report\nOrder: {{ $json.order_id }}\nSKU that should have shipped: {{ $json.ordered_sku }}\nPacker: {{ $json.packer_name }} | Courier: {{ $json.courier_name }}\nPlease check CCTV/packing log and confirm liability (packing vs courier).\nCustomer photo: {{ $json.image_url }}", "chatId": "={{ $json.warehouse_chat_id }}", "additionalFields": {} }, "typeVersion": 1.2 }, { "id": "e599bbf5-d673-4ac4-b79f-7d9459102844", "name": "Log Escalation - Warehouse", "type": "n8n-nodes-base.googleSheets", "position": [ -1536, 5632 ], "parameters": { "columns": { "value": { "route": "={{ $json.route }}", "status": "pending_warehouse_check", "order_id": "={{ $json.order_id }}", "liability": "={{ $json.liability }}", "timestamp": "={{ $json.received_at }}", "issue_type": "={{ $json.issue_type }}", "packer_name": "={{ $json.packer_name }}", "courier_name": "={{ $json.courier_name }}", "customer_name": "={{ $json.customer_name }}", "customer_phone": "={{ $json.customer_phone }}" }, "schema": [ { "id": "timestamp", "type": "string", "display": true, "required": false, "displayName": "timestamp", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "order_id", "type": "string", "display": true, "required": false, "displayName": "order_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_phone", "type": "string", "display": true, "required": false, "displayName": "customer_phone", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_name", "type": "string", "display": true, "required": false, "displayName": "customer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "issue_type", "type": "string", "display": true, "required": false, "displayName": "issue_type", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "route", "type": "string", "display": true, "required": false, "displayName": "route", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "liability", "type": "string", "display": true, "required": false, "displayName": "liability", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "packer_name", "type": "string", "display": true, "required": false, "displayName": "packer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "courier_name", "type": "string", "display": true, "required": false, "displayName": "courier_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "status", "type": "string", "display": true, "required": false, "displayName": "status", "defaultMatch": false, "canBeUsedToMatch": true } ], "mappingMode": "defineBelow", "matchingColumns": [], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "operation": "append", "sheetName": { "__rl": true, "mode": "name", "value": "Complaints Log" }, "documentId": { "__rl": true, "mode": "id", "value": "YOUR_GOOGLE_SHEET_ID" } }, "typeVersion": 4.5 }, { "id": "b9db01f7-fec9-42ab-ab0a-2d13a4ebe72d", "name": "Check Packer Pattern This Week", "type": "n8n-nodes-base.googleSheets", "position": [ -1264, 5632 ], "parameters": { "options": {}, "filtersUI": { "values": [ { "lookupValue": "={{ $json.packer_name }}", "lookupColumn": "packer_name" } ] }, "sheetName": { "__rl": true, "mode": "name", "value": "Complaints Log" }, "documentId": { "__rl": true, "mode": "id", "value": "YOUR_GOOGLE_SHEET_ID" } }, "typeVersion": 4.5 }, { "id": "73609c5b-58f7-44a2-a8f4-f3f4dec9af98", "name": "Evaluate Packer Pattern Count", "type": "n8n-nodes-base.code", "position": [ -1008, 5632 ], "parameters": { "jsCode": "const rows = $input.all();\nconst now = new Date();\nconst weekAgo = new Date(now.getTime() - 7 * 24 * 60 * 60 * 1000);\nconst recent = rows.filter(r => {\n const d = new Date(r.json.timestamp || 0);\n return d >= weekAgo && (r.json.issue_type === 'wrong_item' || r.json.issue_type === 'damaged_missing');\n});\nconst original = $('Log Escalation - Warehouse').first().json;\nreturn [{\n json: {\n ...original,\n packer_complaints_this_week: recent.length,\n packer_pattern_flag: recent.length >= 3\n }\n}];" }, "typeVersion": 2 }, { "id": "4a4eabcb-8316-49e0-a212-1ef740b0d4c2", "name": "IF Packer Pattern 3 Plus", "type": "n8n-nodes-base.if", "position": [ -752, 5632 ], "parameters": { "options": {}, "conditions": { "options": { "version": 1, "leftValue": "", "caseSensitive": true, "typeValidation": "strict" }, "combinator": "and", "conditions": [ { "id": "7ba30b8e-035f-4257-9fa2-568a682b21cb", "operator": { "type": "boolean", "operation": "true", "singleValue": true }, "leftValue": "={{ $json.packer_pattern_flag }}", "rightValue": true } ] } }, "typeVersion": 2 }, { "id": "2e2cae13-31bf-478b-b0f3-f4a144a601aa", "name": "Alert Ops - Packer Quality Pattern", "type": "n8n-nodes-base.telegram", "position": [ -464, 5600 ], "parameters": { "text": "=\u26a0\ufe0f Quality control flag: packer {{ $json.packer_name }} has {{ $json.packer_complaints_this_week }} wrong-item/damaged complaints this week. Recommend a QC check on their packing station.", "chatId": "={{ $json.ops_manager_chat_id }}", "additionalFields": {} }, "credentials": { "telegramApi": { "name": "" } }, "typeVersion": 1.2 }, { "id": "d792a50c-e719-49ce-bed1-4c6aacadd090", "name": "Notify Ops Manager - Repeat Offender", "type": "n8n-nodes-base.telegram", "position": [ -1568, 6400 ], "parameters": { "text": "=\ud83d\udd01 Repeat offender flag \u2014 do NOT auto-resolve\nCustomer: {{ $json.customer_name }} ({{ $json.customer_phone }})\nOrder: {{ $json.order_id }} | Complaints this month: {{ $json.complaints_this_month }}\nIssue: {{ $json.issue_type }} | Sentiment: {{ $json.sentiment }}\nPlease review manually before any resolution.", "chatId": "={{ $json.ops_manager_chat_id }}", "additionalFields": {} }, "typeVersion": 1.2 }, { "id": "7dc6caea-f03a-4041-8ee2-65f6d0b63974", "name": "Log Escalation - Ops Manager", "type": "n8n-nodes-base.googleSheets", "position": [ -1296, 6400 ], "parameters": { "columns": { "value": { "route": "={{ $json.route }}", "status": "flagged_repeat_offender", "order_id": "={{ $json.order_id }}", "liability": "={{ $json.liability }}", "timestamp": "={{ $json.received_at }}", "issue_type": "={{ $json.issue_type }}", "packer_name": "={{ $json.packer_name }}", "courier_name": "={{ $json.courier_name }}", "customer_name": "={{ $json.customer_name }}", "customer_phone": "={{ $json.customer_phone }}" }, "schema": [ { "id": "timestamp", "type": "string", "display": true, "required": false, "displayName": "timestamp", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "order_id", "type": "string", "display": true, "required": false, "displayName": "order_id", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_phone", "type": "string", "display": true, "required": false, "displayName": "customer_phone", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "customer_name", "type": "string", "display": true, "required": false, "displayName": "customer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "issue_type", "type": "string", "display": true, "required": false, "displayName": "issue_type", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "route", "type": "string", "display": true, "required": false, "displayName": "route", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "liability", "type": "string", "display": true, "required": false, "displayName": "liability", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "packer_name", "type": "string", "display": true, "required": false, "displayName": "packer_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "courier_name", "type": "string", "display": true, "required": false, "displayName": "courier_name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "status", "type": "string", "display": true, "required": false, "displayName": "status", "defaultMatch": false, "canBeUsedToMatch": true } ], "mappingMode": "defineBelow", "matchingColumns": [], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "operation": "append", "sheetName": { "__rl": true, "mode": "name", "value": "Complaints Log" }, "documentId": { "__rl": true, "mode": "id", "value": "YOUR_GOOGLE_SHEET_ID" } }, "typeVersion": 4.5 }, { "id": "d006398f-022c-4dc2-874a-2a9827670da7", "name": "Classify Message Sentiment", "type": "@n8n/n8n-nodes-langchain.openAi", "position": [ -3568, 5264 ], "parameters": { "modelId": { "__rl": true, "mode": "list", "value": "gpt-4o-mini", "cachedResultName": "GPT-4O-MINI" }, "options": { "maxTokens": 60, "temperature": 0.2 }, "messages": { "values": [ { "role": "system", "content": "You classify customer support message tone. Reply with ONLY valid JSON, no markdown, no extra text: {\"sentiment\": \"angry\" | \"frustrated\" | \"neutral\"}" }, { "content": "={{ $json.message_text }}" } ] } }, "typeVersion": 1.4 }, { "id": "ea83b35a-f034-468d-8f60-b7c3a4b87458", "name": "On Workflow Error", "type": "n8n-nodes-base.errorTrigger", "position": [ -4032, 6896 ], "parameters": {}, "typeVersion": 1 }, { "id": "a51600e8-4d44-4c93-a94f-921545b6a181", "name": "Slack \u2013 Post Workflow Error Alert", "type": "n8n-nodes-base.slack", "position": [ -3776, 6896 ], "parameters": { "text": "=\ud83d\udea8 *ResolveOS Workflow Error*\n\n*Workflow:* {{ $workflow.name }}\n*Failed Node:* {{ $execution.lastNodeExecuted }}\n*Time:* {{ $now.format('MMM D, YYYY \u2013 HH:mm') }}\n*Execution ID:* {{ $execution.id }}\n\nPlease check the n8n execution log and follow up with the customer manually if needed.", "select": "channel", "channelId": { "__rl": true, "mode": "list", "value": "YOUR_SLACK_CHANNEL_ID", "cachedResultName": "your-alerts-channel" }, "otherOptions": {}, "authentication": "oAuth2" }, "typeVersion": 2.3 } ], "active": false, "settings": { "binaryMode": "separate", "availableInMCP": false, "executionOrder": "v1" }, "versionId": "91c616f7-429b-4432-b30d-10f888f8f482", "nodeGroups": [], "connections": { "On Workflow Error": { "main": [ [ { "node": "Slack \u2013 Post Workflow Error Alert", "type": "main", "index": 0 } ] ] }, "Lookup Order Details": { "main": [ [ { "node": "Get Customer Complaint History", "type": "main", "index": 0 } ] ] }, "Determine Final Route": { "main": [ [ { "node": "Rule Engine - Route Decision", "type": "main", "index": 0 } ] ] }, "IF Callback Is Approve": { "main": [ [ { "node": "Extract Order ID From Callback", "type": "main", "index": 0 } ], [ { "node": "Notify Support Lead - Rejected Logged", "type": "main", "index": 0 } ] ] }, "IF Packer Pattern 3 Plus": { "main": [ [ { "node": "Alert Ops - Packer Quality Pattern", "type": "main", "index": 0 } ] ] }, "Wait 3 Days for Feedback": { "main": [ [ { "node": "Send Feedback Request", "type": "main", "index": 0 } ] ] }, "Normalize Complaint Input": { "main": [ [ { "node": "Lookup Order Details", "type": "main", "index": 0 } ] ] }, "Classify Message Sentiment": { "main": [ [ { "node": "Determine Final Route", "type": "main", "index": 0 } ] ] }, "Log Escalation - Warehouse": { "main": [ [ { "node": "Check Packer Pattern This Week", "type": "main", "index": 0 } ] ] }, "Update Row - Mark Approved": { "main": [ [ { "node": "Notify Customer - Escalated Resolution Approved", "type": "main", "index": 0 }, { "node": "Notify Warehouse - Flag Packer for Repeat Pattern", "type": "main", "index": 0 } ] ] }, "Log Auto-Approved Resolution": { "main": [ [ { "node": "Send Customer Auto-Approval Confirmation", "type": "main", "index": 0 } ] ] }, "Rule Engine - Route Decision": { "main": [ [ { "node": "Log Auto-Approved Resolution", "type": "main", "index": 0 } ], [ { "node": "Notify Support Lead - High Value or Angry", "type": "main", "index": 0 } ], [ { "node": "Notify Warehouse Team - Damaged or Missing", "type": "main", "index": 0 } ], [ { "node": "Notify Ops Manager - Repeat Offender", "type": "main", "index": 0 } ] ] }, "Evaluate Packer Pattern Count": { "main": [ [ { "node": "IF Packer Pattern 3 Plus", "type": "main", "index": 0 } ] ] }, "Check Packer Pattern This Week": { "main": [ [ { "node": "Evaluate Packer Pattern Count", "type": "main", "index": 0 } ] ] }, "Extract Order ID From Callback": { "main": [ [ { "node": "Update Row - Mark Approved", "type": "main", "index": 0 } ] ] }, "Get Customer Complaint History": { "main": [ [ { "node": "Determine Issue Type and Repeat Offender", "type": "main", "index": 0 } ] ] }, "Support Lead Approval Callback": { "main": [ [ { "node": "IF Callback Is Approve", "type": "main", "index": 0 } ] ] }, "Customer Complaint Telegram Trigger": { "main": [ [ { "node": "Normalize Complaint Input", "type": "main", "index": 0 } ] ] }, "Notify Ops Manager - Repeat Offender": { "main": [ [ { "node": "Log Escalation - Ops Manager", "type": "main", "index": 0 } ] ] }, "Determine Issue Type and Repeat Offender": { "main": [ [ { "node": "Classify Message Sentiment", "type": "main", "index": 0 } ] ] }, "Send Customer Auto-Approval Confirmation": { "main": [ [ { "node": "Wait 3 Days for Feedback", "type": "main", "index": 0 } ] ] }, "Notify Support Lead - High Value or Angry": { "main": [ [ { "node": "Log Escalation - Support Lead", "type": "main", "index": 0 } ] ] }, "Notify Warehouse Team - Damaged or Missing": { "main": [ [ { "node": "Log Escalation - Warehouse", "type": "main", "index": 0 } ] ] } } }