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Triage and escalate tenant complaints from Gmail or forms to Slack with Claude AI

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Created by: Andrew Loh || andrewloh
Andrew Loh

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Last update 4 hours ago

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How it works

  1. Complaints arrive via Gmail or a web form webhook
  2. Claude AI classifies each complaint: fault category, priority (P1/P2/P3), tenant tone, and drafts an acknowledgement email
  3. The right technician is looked up in Airtable by fault category
  4. A work order is created and the tenant receives an ACK email with their ticket reference and SLA commitment
  5. The FM team is notified in Slack with ticket summary
  6. An hourly schedule checks open tickets — any past their SLA deadline trigger an urgent escalation to FM management

How to set up

  1. Connect Gmail to the Gmail Trigger and Send ACK email nodes
  2. Create your Airtable base with a Complaints table and a Technician table (one row per fault category)
  3. Connect Airtable, Anthropic, and Slack in their respective nodes
  4. If using a web form, point it to the Webhook URL