AI Discord Feedback Router & Triage Agent

Unlock Streamlined Feedback Management with this AI Agent

This AI Agent acts as your intelligent front-line for handling user feedback. It connects to a webhook, ready to receive feedback from any source (like your website contact form or another app). Using the analytical power of OpenAI's GPT-4, it deciphers the intent and sentiment of the feedback, categorizing it into predefined types such as 'success-story', 'urgent-issue', or 'general-ticket'. Based on this AI-driven categorization, the agent then automatically routes a summarized, actionable message to the appropriate team via dedicated Discord channels. This ensures that positive feedback reaches your Customer Success team for celebration and case studies, urgent problems are immediately flagged to IT for rapid response, and standard inquiries are efficiently logged with your Helpdesk.

Key Features & Benefits

• Intelligent Feedback Analysis: Leverages OpenAI's GPT-4 for nuanced understanding and accurate categorization of user messages (e.g., success stories, urgent issues, general tickets).
• Automated Triage & Routing: Frees up your team by automatically directing feedback to the correct Discord channel (Customer Success, IT, Helpdesk).
• Webhook Integration: Seamlessly ingests feedback from virtually any online form or application capable of sending POST requests.
• Customizable Categories & Prompts: Easily adapt the AI's categorization logic and the instructions it generates by modifying the OpenAI node prompts.
• Efficient Workflow: Drastically reduces manual sorting and response delays, improving team productivity and customer satisfaction.
• Clear Actionable Summaries: The AI crafts polite, concise summaries and instructions for each department, ensuring clarity.
• Fallback for Uncategorized Items: Includes a path for items that don't fit predefined categories, ensuring no feedback is inadvertently missed.

• An n8n instance (Cloud or self-hosted).
• OpenAI API Key with access to GPT-4 (or a comparable model like gpt-3.5-turbo, though GPT-4 is recommended for better categorization accuracy).
• Discord Webhook URLs for each department/channel you want to route messages to.
• A system capable of sending POST requests to the n8n Webhook node (e.g., a website form, another application, or a tool like Postman/curl for testing).

1. Download the n8n workflow JSON file.
2. Import the workflow into your n8n instance.
3. Configure the 'Webhook' node: Note the Test URL displayed. You will use this URL to send feedback data (typically a JSON payload with a 'feedback' key, e.g., {"feedback": "Your new feature is fantastic!"}). You can change the webhook path if needed.
4. In the 'Analyze user request' (OpenAI) node, select or create your OpenAI credentials. Ensure the selected model (e.g., gpt-4) is appropriate for your needs and API access.
5. Customize the system and user prompts within the 'Analyze user request' node if you need to adjust the categorization logic, define different categories, or change the instructions generated for your teams.
6. The 'Parse JSON' node is configured to handle JSON responses from OpenAI, including those that might contain unescaped newlines within string values. Verify its expression JSON.parse( $json.message.content.replace(/\n(?=[^"]*"(?:[^"]*"[^"]*")*[^"]*$)/g, '\\n')) suits your OpenAI model's output; adjust if necessary.
7. Update the 'User Success Dept', 'IT Dept', and 'Helpdesk' Discord nodes by replacing the placeholder Webhook URIs with your actual Discord Webhook URLs for the respective channels.
8. Test the workflow: Send a sample POST request to your Webhook URL (from step 3) with a JSON body containing a feedback field. Observe the data flow through n8n and check if messages arrive in the correct Discord channels.
9. Activate the workflow to start processing feedback automatically.