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:

• 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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