🧠 Overview
Generate empathetic, professional reply drafts for customer or user messages.
The workflow detects sentiment , tone , and risk level , drafts a concise response, sanitizes PII/links/emojis, and auto-escalates risky or low-confidence cases to human review.
⚙️ How It Works
- Input — Manual Test or Webhook Trigger
- AI Agent (Empathy) — returns
{ sentiment, tone, reply, confidence, needs_handover }
- Post-Process & Sanitize — removes URLs/hashtags, masks PII, caps length
- Risk & Handover Rules — checks confidence threshold, risk words, and negativity
- Routing — auto-send safe replies or flag to Needs Review
🧩 Setup Instructions (3–5 min)
- Open Set Config1 and adjust:
MAX_LEN (default 600)ADD_FOLLOWUP_QUESTION (true/false)FORMALITY (auto | casual | polite)EMOJI_ALLOWED (true/false), BLOCK_LINKS (true/false)RISK_WORDS (e.g., refund, lawsuit, self-harm)
- Connect Anthropic credential to Anthropic Chat Model
- (Optional) Replace Manual Trigger with Webhook Trigger for real-time use
Tip: If you need to show literal angle brackets in messages, use backticks like <example> (no HTML entities needed).
📚 Use Cases
1) SaaS Billing Complaints
- Input: “I was billed after canceling. This is unacceptable.”
- Output: Calm, apologetic reply with refund steps; escalates if
refund is in RISK_WORDS or confidence < 0.45.
2) Product Bug Reports
- Input: “Upload fails on large files since yesterday.”
- Output: Acknowledges impact, requests logs, offers workaround; routes to auto-send if low risk and high confidence.
3) Delivery/Logistics Delays
- Input: “My order is late again. Should I file a complaint?”
- Output: Empathetic apology, ETA guidance, partial credit policy note; escalates if language indicates legal action.
4) Community Moderation / Abuse
- Input: “Support is useless—you’re all scammers.”
- Output: De-escalating, policy-aligned response; auto-flags due to negative sentiment + risk keyword match.
5) Safety / Self-harm Mentions
- Input: “I feel like hurting myself if this isn’t fixed.”
- Output: Immediate escalation , inserts approved resources; never auto-sends.
🚨 Auto-Escalation Rules (defaults)
- Negative sentiment
- Message matches any
RISK_WORDS
confidence < 0.45- Mentions of legal , harassment , or self-harm context
🧪 Notes & Best Practices
- 🔐 No hardcoded API keys — use n8n Credentials
- 🧭 Tune thresholds and
RISK_WORDS to your org policy
- 🧩 Works on self-hosted or cloud n8n
- ✅ Treat outputs as drafts ; ship after human/policy review
🔗 Resources
