{ "name": "Triage and escalate tenant complaints from Gmail or forms to Slack with Claude AI", "nodes": [ { "id": "c7c2c558-de10-4644-8bb2-89573e22c3f6", "name": "Normalise email inputs", "type": "n8n-nodes-base.set", "position": [ 1456, 496 ] }, { "id": "52e4c530-55fe-4648-bf6f-c65f842d530b", "name": "Normalise form inputs", "type": "n8n-nodes-base.set", "position": [ 1456, 688 ] }, { "id": "0b0fe996-34e3-4f79-80f1-532e516753c7", "name": "Merge inputs", "type": "n8n-nodes-base.merge", "position": [ 1680, 592 ] }, { "id": "2c69b3f7-731e-4f9d-8a78-d6a9e149baf2", "name": "LLM extract & classify", "type": "@n8n/n8n-nodes-langchain.anthropic", "position": [ 1904, 592 ] }, { "id": "3e84cdbc-5701-4ee9-a1b3-a20ac30501d1", "name": "Parse LLM output", "type": "n8n-nodes-base.code", "position": [ 2256, 592 ] }, { "id": "fa06f5b6-22f3-41a3-8857-9b6fb97cd2b8", "name": "SLA breached?", "type": "n8n-nodes-base.if", "position": [ 1904, 1136 ] }, { "id": "ac4ef243-53fc-4d24-9f71-c757de462ed2", "name": "Loop over tickets", "type": "n8n-nodes-base.splitInBatches", "position": [ 1680, 1136 ] }, { "id": "25b76e0c-502f-4661-b0f0-ccab3fd8b840", "name": "Schedule Trigger", "type": "n8n-nodes-base.scheduleTrigger", "position": [ 1232, 1136 ] }, { "id": "501e8b4b-4240-48b7-8123-d6560f9443a2", "name": "Webhook", "type": "n8n-nodes-base.webhook", "position": [ 1232, 688 ] }, { "id": "5ee20e19-0fe9-4fff-b794-4b99511f35ac", "name": "Search technician", "type": "n8n-nodes-base.airtable", "position": [ 2480, 592 ] }, { "id": "25e1c3bd-8608-44ec-9013-48354fd0728d", "name": "Create work order", "type": "n8n-nodes-base.airtable", "position": [ 2704, 592 ] }, { "id": "14b352b8-34ed-4487-9992-4d86fe29bd24", "name": "Send ACK email", "type": "n8n-nodes-base.gmail", "position": [ 2928, 592 ] }, { "id": "3498e956-210a-481d-b248-88f91cff55f3", "name": "Update ACK status", "type": "n8n-nodes-base.airtable", "position": [ 3152, 592 ] }, { "id": "5b5fe4e9-7df8-4f86-b3e7-13133e782ab7", "name": "Gmail trigger", "type": "n8n-nodes-base.gmailTrigger", "position": [ 1232, 496 ] }, { "id": "e56b4307-8dba-4ba2-86f1-697cecb9b95b", "name": "Send a message", "type": "n8n-nodes-base.slack", "position": [ 3376, 592 ] }, { "id": "775997fe-0156-4fa0-9a92-4d0b9b3bb37b", "name": "Search records", "type": "n8n-nodes-base.airtable", "position": [ 1456, 1136 ] }, { "id": "134fc5e1-a484-4e1e-99f0-920a451ed841", "name": "Escalate to FM Management", "type": "n8n-nodes-base.slack", "position": [ 2128, 1136 ] }, { "id": "2952f473-8193-461b-9295-dd733465246b", "name": "Sticky Note1", "type": "n8n-nodes-base.stickyNote", "position": [ 544, 224 ], "parameters": { "width": 576, "height": 1136, "content": "## FM Complaint Triage & SLA Escalation " } }, { "id": "92cd41f1-a1a5-42f2-bd50-9cceab22455f", "name": "Sticky Note", "type": "n8n-nodes-base.stickyNote", "position": [ 1152, 224 ], "parameters": { "width": 672, "height": 672, "content": "**1. Complaint ingestion**\n\nAccepts complaints from two sources:\n- **Gmail Trigger** polls your shared FM inbox every minute for new INBOX messages\n- **Webhook** receives POST requests from a web form" } }, { "id": "7072c2ea-62db-4c4b-9a03-a0d3e59f04f6", "name": "Sticky Note2", "type": "n8n-nodes-base.stickyNote", "position": [ 1856, 224 ], "parameters": { "width": 528, "height": 672, "content": "**2. AI triage (Claude Sonnet)**\n\nClaude classifies the complaint and returns structured JSON:\n- Fault category: ACMV | Plumbing | Electrical | Cleanliness | Access | Noise\n- Priority: P1 (2hr SLA) | " } }, { "id": "29a0f377-d27b-4f68-bbeb-ed6216b219a1", "name": "Sticky Note3", "type": "n8n-nodes-base.stickyNote", "position": [ 2416, 224 ], "parameters": { "width": 416, "height": 672, "content": "**3. Technician assignment & work order**\n\nLooks up the on-call technician for the fault category from your Airtable Technician table, then creates a full work order in the Complaints table.\n\nThe Tech" } }, { "id": "5e21da6b-77e3-41e9-938b-7fb2aeb4991f", "name": "Sticky Note4", "type": "n8n-nodes-base.stickyNote", "position": [ 2864, 224 ], "parameters": { "width": 720, "height": 672, "content": "**4. Tenant acknowledgement and dispatch**\n\nSends the AI-drafted acknowledgement email to the tenant with:\n- Ticket reference (FM-XXXXXX)\n- SLA commitment (e.g. \"within 4 hours — by 3:45 PM SGT\")\n\nAck" } }, { "id": "24c5cbb6-03d2-4053-94c8-1f84aa27c3f4", "name": "Sticky Note5", "type": "n8n-nodes-base.stickyNote", "position": [ 1152, 928 ], "parameters": { "width": 1232, "height": 432, "content": "**5. Hourly SLA monitoring**\n\nRuns independently on a 1-hour schedule. Fetches all open tickets from Airtable, loops through each one, and checks whether the SLA Deadline has passed.\n\nAny breached tic" } } ], "connections": { "Webhook": { "main": [ [ { "node": "Normalise form inputs", "type": "main", "index": 0 } ] ] }, "Merge inputs": { "main": [ [ { "node": "LLM extract & classify", "type": "main", "index": 0 } ] ] }, "Gmail trigger": { "main": [ [ { "node": "Normalise email inputs", "type": "main", "index": 0 } ] ] }, "SLA breached?": { "main": [ [ { "node": "Escalate to FM Management", "type": "main", "index": 0 } ] ] }, "Search records": { "main": [ [ { "node": "Loop over tickets", "type": "main", "index": 0 } ] ] }, "Send ACK email": { "main": [ [ { "node": "Update ACK status", "type": "main", "index": 0 } ] ] }, "Parse LLM output": { "main": [ [ { "node": "Search technician", "type": "main", "index": 0 } ] ] }, "Schedule Trigger": { "main": [ [ { "node": "Search records", "type": "main", "index": 0 } ] ] }, "Create work order": { "main": [ [ { "node": "Send ACK email", "type": "main", "index": 0 } ] ] }, "Loop over tickets": { "main": [ [], [ { "node": "SLA breached?", "type": "main", "index": 0 } ] ] }, "Search technician": { "main": [ [ { "node": "Create work order", "type": "main", "index": 0 } ] ] }, "Update ACK status": { "main": [ [ { "node": "Send a message", "type": "main", "index": 0 } ] ] }, "Normalise form inputs": { "main": [ [ { "node": "Merge inputs", "type": "main", "index": 1 } ] ] }, "LLM extract & classify": { "main": [ [ { "node": "Parse LLM output", "type": "main", "index": 0 } ] ] }, "Normalise email inputs": { "main": [ [ { "node": "Merge inputs", "type": "main", "index": 0 } ] ] }, "Escalate to FM Management": { "main": [ [ { "node": "Loop over tickets", "type": "main", "index": 0 } ] ] } } }