Customer Feedback Triage
New Jotform feedback is triaged instantly: urgent alerts for negative sentiment, auto-replies to questions via Gmail.
founders and execsops and IT teams
What it does
You get instant urgent alerts via Telegram when customers leave negative feedback so you can act immediately. Your team receives automatic replies to customer questions pulled from your Google Sheets database right through Gmail. All suggestions are summarized and logged into a structured backlog in Google Sheets for easy reporting.
Step by step
- Configure Jotform webhooks to POST submission data in JSON format to your integration endpoint.
- Set up a Google Sheet with columns for timestamp, feedback type, sentiment score, and summary text.
- Define the routing logic using conditional statements that check the 'type' field (comment, question, suggestion) from the parsed JSON payload.
Where the LLM does the work
- Prompt the Gemini model to classify the raw feedback text into one of three categories: comment, question, or suggestion.
- Generate a concise summary for suggestions by instructing the LLM to extract key themes and actionable items from the user's input.
- Determine the sentiment score and urgency level by asking the AI to evaluate emotional tone and identify keywords indicating distress.
Watch out for
Jotform webhook payloads may include hidden fields or attachments that confuse simple parsers, so explicitly filter for only the text-based feedback fields.
Sentiment analysis can misclassify sarcastic comments as positive, add a rule to flag low-confidence scores for manual review.
Tools that fit
Google Gemini Chat Model LLM Classifying sentiment and intent
AI Agent LLM Answering questions using Q&A database
The agent brief
Everything your agent needs, including the gotchas. Copy it and go.
You are helping me build the following AI agent workflow. ## Goal Customer Feedback Triage: New Jotform feedback is triaged instantly: urgent alerts for negative sentiment, auto-replies to questions via Gmail. ## Specification - What it does: You get instant urgent alerts via Telegram when customers leave negative feedback so you can act immediately. Your team receives automatic replies to customer questions pulled from your Google Sheets database right through Gmail. All suggestions are summarized and logged into a structured backlog in Google Sheets for easy reporting. - Trigger: Triggered by an event (Event · on new Jotform submission) - Autonomy: Fully hands-off - Expected setup effort: about an afternoon - Tools/services involved: - Jotform: Collecting feedback submissions - Google Gemini Chat Model: Classifying sentiment and intent - AI Agent: Answering questions using Q&A database - Gmail: Sending automated replies to users - Google Sheets: Storing backlog and Q&A data ## Known pitfalls, handle each one explicitly in your implementation 1. Jotform webhook payloads may include hidden fields or attachments that confuse simple parsers, so explicitly filter for only the text-based feedback fields. 2. Sentiment analysis can misclassify sarcastic comments as positive, add a rule to flag low-confidence scores for manual review. ## Reference implementation https://n8n.io/workflows/9636 (workflow template) Fetch and inspect this before building. If it matches my stack, adapt it; if not, rebuild the pattern with my tools. ## Process requirements 1. Before building: ask me which of the listed tools I actually use and what my platform is (n8n / Make / code / other). Do not assume. 2. Adapt the pattern to my answers; do not force the reference stack. 3. Address every pitfall above; tell me how you handled each. 4. Provide a test plan I can run before letting this touch real data. 5. Ask before any step that sends messages, modifies data, or spends money. Source: https://usecasesforagents.com/use-case/automated-customer-feedback-triage/ via usecasesforagents.com
Frequently asked questions
Can I use a different Forms & Surveys than Jotform?
Yes. Jotform is only the example forms & surveys in this recipe. The same flow works with Tally and Typeform. Swap the forms & surveys connection and keep the rest of the setup as written.
Want this running in your business?
This is what I do. I design and build AI agents like this one, and keep them running. If you want it set up for your team instead of doing it yourself, get in touch.
Who it's for
Built for founders and execs who need customer support handled without hiring for it.
Ops-IT teams triaging their own internal requests get the same pattern, different queue.