Generate empathetic customer replies with Claude AI and auto-escalation
🧠 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...
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🧠 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.
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⚙️ How It Works 1. Input — Manual Test or Webhook Trigger 2. AI Agent (Empathy) — returns { sentiment, tone, reply, confidence, needshandover } 3. Post-Process & Sanitize — removes URLs/hashtags, masks PII, caps length 4. Risk & Handover Rules — checks confidence threshold, risk words, and negativity 5. Routing — auto-send safe replies or flag to Needs Review
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🧩 Setup Instructions (3–5 min) - Open Set Config1 and adjust: - MAXLEN (default 600) - ADDFOLLOWUPQUESTION (true/false) - FORMALITY (auto | casual | polite) - EMOJIALLOWED (true/false), BLOCKLINKS (true/false) - RISKWORDS (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).
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📚 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 RISKWORDS or confidence < 0.45.