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