Who is this workflow for? This n8n workflow template automatically monitors active support issues in Linear.app, analyzes the sentiment of conversations between reporters and assignees, and alerts your team via Slack when negative sentiment is detected. By tracking the emotional tone of support interactions, teams can proactively address concerns and enhance customer satisfaction..

What does this workflow do?

  • Scheduled Trigger: Initiates the workflow at set intervals to fetch recently updated issues from Linear.app using the GraphQL node.
  • Fetch Issues: Retrieves active support issues, filtering them based on predefined criteria such as issue type, team, or assignee.
  • Sentiment Analysis: Passes each issue’s comments through an Information Extractor node to determine the overall sentiment using OpenAI’s sentiment analysis.
  • Data Storage: Uploads the sentiment results along with relevant issue details to Airtable for record-keeping and further analysis.
  • Re-analysis: Upon each run, re-analyzes the sentiment of existing issues, updates the current sentiment state in Airtable, and preserves the previous state.
  • Airtable Trigger: Monitors Airtable for any rows that have been recently updated.
  • Sentiment Filtering: Filters rows to identify issues that have transitioned from a non-negative to a negative sentiment state.
  • Slack Notification: Sends a priority alert to a designated Slack channel, informing the team of the sentiment decline for immediate attention.

🤖 Why Use This Automation Workflow?

  • Proactive Issue Management: Detect negative sentiments early to address potential issues before they escalate.
  • Enhanced Team Communication: Receive real-time notifications in Slack, ensuring the team is aware of critical sentiment changes.
  • Data-Driven Insights: Store sentiment data in Airtable for ongoing analysis and improvement of support processes.

👨‍💻 Who is This Workflow For?

  • Customer Support Teams: Enhance their ability to manage and respond to customer emotions effectively.
  • Product Managers: Gain insights into recurring issues and team interactions to inform product development.
  • Quality Assurance Teams: Monitor the quality of support communication and identify areas for training or improvement.

🎯 Use Cases

  1. Early Detection of Escalating Issues: Automatically notify the team when a support conversation becomes increasingly negative, allowing for timely intervention.
  2. Performance Monitoring: Track the overall sentiment of support interactions over time to assess team performance and customer satisfaction.
  3. Resource Allocation: Identify support tickets with negative sentiment to prioritize resources and improve response strategies.

TL;DR

This n8n workflow template seamlessly integrates Linear.app and Slack to provide continuous sentiment tracking of support issues. By automating sentiment analysis and real-time notifications, it empowers teams to maintain high-quality customer interactions and swiftly address negative trends.

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