Automated Nicereply Feedback Routing to MS Teams by Team and Sentiment

Auto-Routing Nicereply Feedback to Microsoft Teams by Team and Sentiment

Automatically collect client feedback from Nicereply, analyze sentiment, and send it to the right Microsoft Teams channels — smartly split by team, tone, and comment presence.

About this Workflow

This workflow pulls customer satisfaction feedback from Nicereply, filters out irrelevant or test entries, and evaluates each item based on the team it belongs to and the sentiment of the response (Great, OK, Bad). It automatically routes the feedback to Microsoft Teams — either as a summary in a channel or a direct message — depending on the team's role and whether a comment is included.

Perfect for support, delivery, consulting, and documentation teams that want to stay in the loop with customer sentiment. It ensures that positive feedback reaches the teams who earned it, and that negative feedback is escalated quickly to leads or management.

Use Cases Send daily customer feedback directly to the responsible teams in MS Teams
Automatically escalate negative responses to leads or managers
Avoid clutter by filtering out unimportant or test entries
Keep internal teams motivated by sharing only the most relevant praise

How it works Schedule Trigger
Starts the workflow on a set schedule (e.g., daily at 7:00 AM)

Get Feedback
Pulls customer feedback from Nicereply using survey ID

Split Out
Processes each feedback entry separately

Edit Feedbacks
Renames or adjusts fields for easier filtering and readability

Change Survey ID
Maps internal survey identifiers for accurate team routing
(Survey ID can be found in Nicereply: Settings > Surveys > [Survey] > ID)

Filter
Excludes old responses

Code Node
Tag unknown clients

Change Happiness Value
Converts score into “Great”, “OK”, or “Bad” for routing logic

Without Comment
Checks if feedback includes a text comment or not

Send Feedback Without Comment
Routes simple feedback (no comment) to MS Teams based on team + score

Send Feedback With Comment
Routes full feedback with comment to MS Teams for closer review

Feedback Routing Logic

Each team receives only what’s most relevant:
Support, Docs, Consulting* get only Great* feedback to boost morale
Team Leads* receive OK and Bad* feedback so they can follow up
Management* is only alerted to Bad* feedback for critical response

These rules can be freely customized. For example, you may want Support to receive all responses, or Management only when multiple Bad entries are received. The structure is modular and easily adjustable.

How to Use

Import the workflow
Load the .json file into your Easy Redmine automation workspace

Set up connections
Nicereply API key or integration setup
Microsoft Teams integration (chat and/or channel posting)

Insert your Survey ID(s)
You’ll find these in the Nicereply admin panel under Survey settings

Customize team logic
Adjust survey-to-team mappings and message routing as needed

Edit Teams message templates
Modify message text or formatting based on internal tone or content policies

Test with real data
Run manually and verify correct delivery to MS Teams

Deploy and schedule
Let it run on its own to automate the feedback cycle

Requirements

Nicereply account with active surveys
Microsoft Teams account with permissions to post to channels or send chats

Optional Enhancements

Add AI to summarize long comments
Store feedback history in external DB
Trigger follow-up tasks or alerts for repeated Bad scores
Localize messages for multilingual feedback systems
Integrate additional tools like Slack, Easy Redmine, etc.

Tips for a Clean Setup

Keep team routing logic in one place for easy updates
Rename all nodes clearly to reflect their function (e.g., Change Happiness Value)
Add logging or alerting in case of failed delivery or empty feedback pull
Use environment variables for tokens and survey IDs where possible