Route customer feedback to the right Teams channel by sentiment

Customer satisfaction survey responses are automatically sorted by team and tone, then sent to the right Microsoft Teams channel.

How the work actually flows

It branches. Exactly one path is taken; runs once per each survey response.

Pattern: Exclusive Choice (4) · Multiple Instances without Synchronization (12)

flowchart TD trig(["scheduled response check"]):::trigtime s0[["pull new survey responses"]]:::mi s1["check team and score"]:::task s2["label response sentiment"]:::task trig --> s0 s0 --> s1 s1 --> s2 gx{"× what is sentiment label"}:::gate s2 --> gx p00["post to team channel"]:::task gx -->|"great feedback"| p00 p10["post to team channel"]:::task gx -->|"ok feedback"| p10 p20["message team lead directly"]:::task gx -->|"bad feedback"| p20 p00 --> out p10 --> out p20 --> out out[/"feedback routed to right channel"/]:::out pay{{"faster praise recognition and escalation"}}:::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 stepRuns once per itemOne path onlyResultPayoff
Build size
Advanced

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

Business functions
Survey & Feedback
Connects
NicereplyMicrosoft Teams
Featured in

The problem it solves

Customer feedback comes in through surveys but gets lost if no one is watching the dashboard. Good reviews never reach the people who earned them, and bad reviews don't get escalated fast enough to fix the problem.

Who it fits

Support, delivery, or consulting teams that collect customer satisfaction surveys.

How it works

  1. On a schedule, new survey responses are pulled in
  2. Each response is checked for its team and score
  3. Feedback is labeled Great, OK, or Bad based on the rating
  4. The response is sent to the matching Microsoft Teams channel or a direct message to the lead
What you get

Customer feedback landing in the right channel

Every customer survey response gets labeled by tone and sent straight to the right Teams channel, so feedback always reaches the right people.

What you get

Feedback messages posted automatically in the right Microsoft Teams channel, sorted by team and sentiment.

What you need

A Nicereply account and a Microsoft Teams account.

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

Related automations

Get instant alerts when your Microsoft 365 mailbox or calendar changes

Sets up automatic notifications so you know the moment an email, calendar event, or contact changes in Microsoft 365.

Advanced

Turn Teams recordings into summaries, action items and draft emails

Reads your Teams meeting recording and transcript, then drafts a summary, action items, and a follow-up email.

Advanced

Get alerted in Microsoft Teams when a site goes offline

Checks your Unifi network sites on a schedule and posts a Microsoft Teams alert the moment one drops offline.

Standard

Get a Teams notification for every new Outlook email

Checks your Outlook inbox on a schedule and posts a Microsoft Teams notification for every new message.

Standard
Back to the AI Playbook