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n8nCase study

Reputation Crisis Notification

Real-time review triage system that filters critical customer feedback, detects crisis keywords, and routes Tier 1 emergencies to Discord and email while sending lower-priority concerns to a separate channel ensuring fast, severity based reputation response.

n8n · workflow canvasproduction build
Reputation Crisis Notification workflow

Context

Businesses needed a reliable way to monitor incoming customer reviews, distinguish true crises from routine complaints, and escalate only the most urgent issues to the right people without flooding the team with low-value alerts.

Approach

Built two interconnected n8n workflows: the main pipeline validates review payloads, filters for critical ratings, scans for crisis keywords, and sends tiered alerts to Discord and Gmail; a separate error handler captures workflow failures and emails the Admin.

Architecture

  1. Webhook POST (review intake)
  2. Validate + parse
  3. Filter 1: critical rating?
  4. No: ignore
Yes
  1. Filter 2: crisis keywords?
  2. Tier 1: Discord crisis room + Gmail to Account Manager
Standard
  1. Discord low-priority alert
  2. Global Error Trigger
  3. Gmail to Admin

Results

Under 1 minuteCrisis response time
~3 hrs/weekReview monitoring time saved
Filtered out automaticallyLow-value alert noise