Automate Instagram Complaint Handling with Claude AI, Tickets & SLA Management

Description

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:

SupportTickets
TeamMembers

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 | [email protected] | Open | 2023-10-02T12:00:00Z | Product Issue | Medium |

TeamMembers

| name | email |
|-----------|-------------------|
| John Doe | [email protected] |
| Jane Smith| [email protected] |

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.


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