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Triage brand crises with OpenAI, Telegram, Slack, and Google Sheets

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Created by: Rahul Joshi || rahul08
Rahul Joshi

Last update

Last update 21 hours ago

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Quick overview

This workflow receives negative brand mentions via webhook, uses OpenAI to classify crisis severity and draft a holding statement, logs incidents to Google Sheets, and notifies approvers and teams via Telegram and Slack with severity-based escalation plus an approval callback to mark incidents approved or rejected.

How it works

  1. Receives a POST webhook containing a brand mention, source, sentiment score, and related metadata.
  2. Normalizes the incoming payload, generates a unique incident ID, and prepares the fields used for triage and notifications.
  3. Uses OpenAI (gpt-4o-mini) to classify the incident severity as low, medium, or high, then uses OpenAI again to draft a short holding statement.
  4. Appends the incident details, severity, drafted response, and a Pending status to a Google Sheets incident log.
  5. Routes notifications by severity, sending a Telegram message to the approver for all incidents, adding a Slack alert to the PR team for medium/high, and escalating to an executive Slack channel for high.
  6. Listens for a Telegram inline-button callback and updates the corresponding Google Sheets row to Approved or Rejected, while sending a confirmation message back to the approver.
  7. If any step fails, posts an error alert to a designated Slack channel with execution details.

Setup

  1. Add OpenAI API credentials for the severity classification and response drafting steps.
  2. Connect Google Sheets OAuth2, create a sheet with the required columns, and replace YOUR_GOOGLE_SHEET_ID in all Google Sheets steps.
  3. Connect Telegram Bot credentials and set the approver chat ID (YOUR_TELEGRAM_CHAT_ID) used for approver notifications.
  4. Connect Slack OAuth2 and replace the channel IDs for the PR team, executive escalation, and error-alert channels.
  5. Copy the production webhook URL from the crisis-signal trigger and configure your brand monitoring tool (or source system) to POST mentions to it.