Automatically triage customer feedback by type and urgency

Sorts new feedback into questions, complaints, and suggestions, then answers, alerts, or logs each one.

How the work actually flows

It branches. Exactly one path is taken.

Pattern: Exclusive Choice (4)

flowchart TD trig>"new feedback form submitted"]:::trig s0["classify feedback type"]:::task s1["check sentiment"]:::task trig --> s0 s0 --> s1 gx{"× what type of feedback"}:::gate s1 --> gx p00["alert support channel"]:::task gx -->|"negative complaint"| p00 p10["auto answer from knowledge base"]:::task gx -->|"question"| p10 p20["log to backlog"]:::task gx -->|"suggestion"| p20 p00 --> out p10 --> out p20 --> out out[/"feedback triaged and routed automatically"/]:::out pay{{"urgent issues answered instantly"}}:::pay out --> pay classDef task fill:#e7f6fe,stroke:#34b8f0,color:#2c2a29 classDef svc fill:#f6f8fa,stroke:#7c8795,color:#2c2a29 classDef mi fill:#e7f6fe,stroke:#0079a8,color:#2c2a29,stroke-width:2px classDef human fill:#fff,stroke:#0079a8,color:#0079a8 classDef store fill:#f6f8fa,stroke:#0079a8,color:#2c2a29 classDef trig fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigtime fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigdata fill:#8ad4f5,stroke:#0079a8,color:#06314c,font-weight:bold classDef gate fill:#fff,stroke:#e8a23d,color:#6b4708,font-weight:bold classDef out fill:#1f9d6b,stroke:#167a53,color:#fff,font-weight:bold classDef pay fill:#06314c,stroke:#021f33,color:#fff
Starts itA stepOne path onlyResultPayoff
Build size
Advanced

A larger build with multiple systems, AI reasoning, and custom rules.

Business functions
AI Agents & Autonomous SystemsEmail AutomationMessaging & NotificationsSpreadsheet & Database OpsSurvey & Feedback
Connects
JotformGoogle SheetsGmailTelegramGoogle Gemini

The problem it solves

Feedback comes in through your forms faster than your team can read it, so urgent complaints sit unanswered while simple questions pile up. Sorting through every submission by hand to decide what needs a reply, an alert, or just a log entry eats up your day.

Who it fits

Product and support teams collecting customer feedback through online forms.

How it works

  1. A new feedback form is submitted
  2. The message is sorted by type and checked for sentiment
  3. Angry or negative feedback sends an instant alert to your support channel
  4. Questions are answered automatically using your own knowledge base
  5. Suggestions are summarized and added to a tracked backlog
What you get

Complaints that reach your team the moment they're angry

Feedback gets sorted by type, angry messages trigger an instant alert, and common questions get answered from your own knowledge base.

What you get

Instant alerts for urgent feedback, automatic email replies to questions, and an organized suggestion backlog.

What you need

A form tool, a Google Sheets account, a Gmail account, a messaging app, and a Google Gemini API key.

We can build this. But should you?

The hard question is not how to build it. It is whether this is the right thing to build first.

That is what a Fractional Chief AI Officer figures out with you, before anyone writes a line of code.

Let's Talk Strategy

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