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Customer Feedback Router

Example prompt: "When a customer fills out our feedback form, analyse the sentiment. Post positive reviews to #wins and route negative ones to #support-urgent with an Asana task."

How to automate customer feedback routing with GloriaMundo

The Problem

Customer feedback arrives through forms, surveys, and review platforms, and someone has to read each response, decide whether it is positive or negative, and then route it to the right team. Positive feedback that could be turned into a testimonial sits unnoticed in a spreadsheet. Negative feedback that needs immediate attention gets buried until someone checks the responses hours later. The manual sorting is slow, inconsistent, and means your support team often hears about problems last.

How GloriaMundo Solves It

We build a workflow that triggers whenever new feedback arrives (via webhook from your form tool or a scheduled check). An LLM step reads the full feedback text and classifies the sentiment as positive, neutral, or negative, along with a brief summary of the key themes. A conditional step routes each response accordingly: positive feedback gets posted to a #wins Slack channel so the marketing team can spot testimonial candidates, while negative feedback is sent to #support-urgent and automatically creates an Asana task assigned to the support team with the customer's details and feedback summary. Glass Box preview shows you how each piece of feedback would be classified and routed, so you can verify the sentiment analysis is accurate before anything is posted or assigned.

Example Workflow Steps

  1. Trigger (webhook): Fires when a new customer feedback response is submitted.
  2. Step 1 (LLM): Analyse the feedback text for sentiment (positive, neutral, or negative) and extract a short summary of the main themes.
  3. Step 2 (conditional): Route based on sentiment — positive feedback goes to the marketing path, negative to the support path.
  4. Step 3a (integration): For positive feedback, post to the #wins Slack channel with the customer's comment and the LLM's summary.
  5. Step 3b (integration): For negative feedback, post to #support-urgent on Slack with the customer's details and a summary of the issue.
  6. Step 4 (integration): For negative feedback, create an Asana task in the support project with the feedback details, assigned to the support team lead.

Integrations Used

  • Slack — destination for both positive (#wins) and negative (#support-urgent) feedback alerts
  • Asana — task creation for support follow-up on negative feedback

Who This Is For

Customer experience managers and support team leads at companies that receive 10 or more feedback responses per day and need a reliable system to celebrate positive feedback and act on negative feedback quickly.

Time & Cost Saved

Manually reading and sorting feedback typically takes 30-60 seconds per response. For a team receiving 30 responses a day, that is 15-30 minutes of sorting alone — not counting the time to copy details into a task tracker or Slack. This workflow handles the classification and routing instantly, and the Asana task creation removes another 2-3 minutes of manual work per negative response. Over a week, expect to save roughly 2-3 hours of sorting and routing time. The workflow uses LLM, conditional, and integration steps, costing a few credits per feedback response.