Customer Feedback Classification and Alert System - n8n Workflow

• Product Managers and Developers needing rapid classification of bugs and feature requests.


• Customer Success teams looking to consolidate feedback from multiple sources.


• Anyone seeking robust n8n templates for integrating AI classification into routine business operations.


• Users who want to build a resilient feedback loop using an n8n workflow without manual data entry.

Managing high volumes of customer feedback manually is time-consuming and prone to delays, especially when routing critical issues like bugs. This automated n8n workflow provides a solution by instantly capturing feedback, structuring the raw text, and classifying its intent and sentiment using the Google Gemini model.

This robust n8n workflow starts with flexible data intake, utilizing both an n8n trigger (Form) and an n8n trigger (Gmail) to ensure no feedback is missed. The powerful n8n node configuration for AI extracts essential details, summaries, and categories (Bug, Feature Request, etc.). The entire process is logged efficiently in Google Sheets. Furthermore, the use of the n8n Switch node ensures that urgent items, such as ‘Bugs,’ immediately trigger a Slack alert, demonstrating the power of a finely tuned n8n workflow for immediate action. This n8n templates structure is essential for scaling product operations.

The n8n workflow initiates execution via one of two primary n8n trigger methods: either a customer submission through the ‘On form submission’ n8n node, or the receipt of a new email filtered by a specific label via the ‘Receive review/feedback’ Gmail n8n trigger.

1. Data Preparation: If the n8n workflow is triggered by Gmail, the ‘Extract details’ Code n8n node parses the email's 'From' field and 'snippet' to cleanly extract the reviewer's name and the review text.


2. AI Classification: The input data (review text) is passed to the ‘Transform and summarise’ Information Extractor n8n node. This crucial n8n node leverages the ‘Google Gemini Chat Model’ to act as a feedback analyst. It uses a structured prompt to assign a category (Bug, Feature Request, UX Issue, Other), extract a concise summary, and determine sentiment.


3. Data Logging: The structured, categorized output is written to Google Sheets using the ‘Review data’ n8n node, providing a centralized and searchable log.


4. Conditional Routing: The n8n workflow proceeds to the ‘Categories’ Switch n8n node. This n8n node evaluates the AI-assigned category.


5. Alerting: Based on the category:

To deploy this powerful n8n workflow, follow these steps:

1. Import the n8n Templates: Copy the provided JSON code and paste it into your n8n instance using the 'New' -> 'Import from JSON' option.


2. Set up Credentials: You must configure credentials for the following services:

1. Configure Triggers:

1. Activate: Ensure the n8n workflow is set to 'Active' to begin processing incoming feedback.

On form submission (Form Trigger): This n8n trigger creates a public form endpoint to capture customer Name and Review input directly, initiating the n8n workflow.
Gmail Trigger (Receive review/feedback): A polling n8n trigger that checks Gmail every minute for new emails matching a specific label, allowing feedback via email to also initiate the n8n workflow.
Code (Extract details): A specialized n8n node used to parse the 'From' field of the incoming email (from the Gmail n8n trigger) to extract the clean user name and the email snippet (Review).
Information Extractor (Transform and summarise): The core AI n8n node. It uses a custom system prompt and a defined JSON schema to categorize the input review text into discrete fields (Category, Summary, Sentiment) utilizing the connected Gemini model.
Google Sheets (Review data): This n8n node appends a new row to a specified spreadsheet, logging the categorized data from the AI analysis. Crucial for data integrity within the n8n workflow.
Switch (Categories): A flow control n8n node that examines the category output from the AI. It routes the n8n workflow into specific branches based on whether the feedback is a 'Bug' (critical) or a 'Feature Request' (informational).
Slack: This n8n node sends a notification to a designated Slack channel when a 'Bug' category is detected, ensuring timely attention.
Gmail (Send Report): Used in the 'Feature Request' branch to compile and send a summary email to stakeholders.