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 | john@team.com | Open | 2023-10-02T12:00:00Z | Product Issue | Medium |

TeamMembers

| name | email | |-----------|-------------------| | John Doe | john@team.com | | Jane Smith| jane@team.com |

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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