{"workflow":{"id":14164,"name":"Automate service order fulfillment with Claude, Freshworks CRM and SLA escalation","views":31,"recentViews":1,"totalViews":31,"createdAt":"2026-03-18T13:45:19.706Z","description":"## πŸš€ How it works\n \n Fully automates your service order pipeline from incoming booking to supplier confirmation β€” with built-in SLA enforcement and automatic escalation if a supplier goes silent.\n \n - πŸ“₯ Receives orders via webhook from your booking form or website\n - πŸ’³ Verifies payment against Stripe before processing anything \n - πŸ€– Extracts and structures order details (service type, address, date, priority) using Claude AI \n - πŸ‘€ Upserts the customer contact and creates a deal in Freshworks CRM automatically \n - πŸ“§ Sends branded confirmation emails to the customer and assigned supplier via Postmark \n - ⏱️ Enforces a 4-hour supplier acceptance SLA β€” escalates automatically if no response \n - πŸ” Reassigns to a backup supplier and retries for 2 hours before flagging for manual review \n - 🚨 Alerts your team on Slack if manual intervention is required \n - πŸ“Š Logs every outcome (confirmed, reassigned, escalated) to Google Sheets for full audit trail \n \n ## πŸ› οΈ Set up steps \n \n **Estimated setup time: ~30 minutes** \n \n 1. **Webhook** β€” copy the webhook URL and point it from your booking form or website checkout \n 2. **Stripe** β€” add your Stripe secret key to the HTTP Request node; set the correct `payment_intent` field name from your payload \n 3. **Claude (Anthropic)** β€” connect your Anthropic API credential; claude-sonnet-4-6 or higher recommended\n 4. **Freshworks CRM** β€” connect your Freshworks credential; set your domain in the HTTP Request upsert node (e.g. `yourcompany.freshsales.io`) \n 5. **Postmark** β€” add your Postmark Server Token to the HTTP Request nodes; update the sender email address\n 6. **Slack** β€” connect Slack OAuth2; set your ops/dispatch channel in the alert nodes (e.g. `#dispatch-alerts`) \n 7. **Google Sheets** β€” connect Google Sheets OAuth2; set your spreadsheet ID and sheet name in the log nodes \n 8. Follow the sticky notes inside the workflow β€” each section has a one-liner setup guide \n \n ## πŸ“‹ Prerequisites \n \n - Stripe account with payment intents enabled \n - Anthropic API key (Claude API access) \n - Freshworks CRM account (Growth plan or higher for API access)\n - Postmark account with a verified sender domain \n - Slack workspace with a bot or OAuth2 app \n - Google Sheets spreadsheet set up as your audit log \n \n --- \n \n ## Custom Workflow Request with Personal Dashboard \n \n kumar@smartflowcraft.com \n \n https://www.smartflowcraft.com/contact\n\n ### More free templates\n https://www.smartflowcraft.com/n8n-templates","workflow":{"meta":{"instanceId":"22fdca31d9968d6f06af303ef9be6a073b9af5f54fda4c07e35417e4d15e704f"},"nodes":[{"id":"2a7f8e52-851d-4bc2-8c17-cb23fd773425","name":"Overview","type":"n8n-nodes-base.stickyNote","position":[-2608,720],"parameters":{"color":7,"width":720,"height":516,"content":"## Service Order Fulfillment & SLA Escalation Engine\nVersion 1.0.0 β€” Operations\n\nProduction-grade order fulfillment orchestrator for service brokerages (skip hire, field services, logistics). Verifies Stripe payment, extracts structured order details with Claude AI, creates CRM records in Freshworks, sends transactional emails via Postmark, assigns a supplier, enforces a 4-hour SLA, auto-escalates missed SLAs to Slack and reassigns to the next available supplier, then logs every outcome to Google Sheets.\n\nFlow: Webhook => Validate Order => Verify Stripe Payment => Payment OK? => Extract with AI => Upsert Customer (Freshworks) => Create Deal => Send Confirmation (Postmark) => Find Supplier => Send Assignment => SLA Wait 4h => Check Deal Stage => Accepted? => Confirm/Escalate => SLA Retry 2h => Final Check => Log Outcome"},"typeVersion":1},{"id":"a4f5125c-2a1f-41c3-b622-c93d5f5fd041","name":"Prerequisites","type":"n8n-nodes-base.stickyNote","position":[-1872,704],"parameters":{"color":5,"width":440,"height":516,"content":"## Prerequisites\n- Stripe account with secret key (for payment verification)\n- Freshworks CRM account β€” API key + domain (subdomain.freshsales.io)\n- Postmark account β€” Server API Token (transactional email stream)\n- Slack workspace β€” Bot Token + #ops-escalations channel\n- Google Sheets β€” OAuth2 credential + pre-created fulfillment log sheet\n- Anthropic API key (Claude for order extraction)\n\nFreshworks setup: Go to Admin Settings β†’ API Settings β†’ copy your API key. Suppliers must be CRM contacts tagged 'supplier-available'. Deals need stages: New, Supplier Assigned, Accepted, Escalated, Completed."},"typeVersion":1},{"id":"d945396c-a61a-4530-80d1-d3bc06016bbd","name":"Setup Required","type":"n8n-nodes-base.stickyNote","position":[-1408,688],"parameters":{"color":3,"width":440,"height":532,"content":"## Setup Required\n1. Order Webhook β€” copy webhook URL into your website/checkout backend\n2. Verify Stripe Payment β€” add Stripe Secret Key to the HTTP Request header\n3. Extract Order Details β€” connect Anthropic API credential\n4. Upsert Customer Contact β€” set FRESHWORKS_DOMAIN + FRESHWORKS_API_KEY\n5. Create Service Deal β€” connect Freshworks CRM credential, update stageId for 'New'\n6. Send Order Confirmation β€” add Postmark Server Token, update From address\n7. Find Available Supplier β€” update tag filter to match your supplier tag in Freshworks\n8. Send Supplier Assignment β€” update From address and email template\n9. SLA Wait nodes β€” adjust 4h/2h windows to your SLA policy\n10. Alert Slack β€” connect Slack credential, confirm channel name #ops-escalations\n11. Log Outcome β€” connect Google Sheets, replace YOUR_FULFILLMENT_SHEET_ID"},"typeVersion":1},{"id":"3aed4ffe-19c2-4ffa-a325-aa4dd0532656","name":"How It Works","type":"n8n-nodes-base.stickyNote","position":[-3632,1136],"parameters":{"color":4,"width":508,"height":700,"content":"## How It Works\n1. Webhook receives new order from checkout with payment_intent_id and customer details\n2. Validate Code checks required fields and normalises data (email lowercase, postcode uppercase)\n3. Stripe HTTP verifies payment_intent status = 'succeeded' before proceeding\n4. Claude AI extracts waste type, skip size, collection address, priority from order notes\n5. Customer contact upserted in Freshworks CRM via REST API\n6. Service deal created in Freshworks with order value and all custom fields\n7. Postmark sends branded order confirmation to customer\n8. Freshworks searched for available supplier contacts (tagged supplier-available)\n9. Postmark sends supplier assignment request with job details\n10. Wait node holds execution for 4 hours (SLA window)\n11. Deal stage checked β€” if Accepted, customer notified and success logged\n12. If not: Slack alert fired, next supplier found, reassigned, 2h retry SLA starts\n13. Retry check: if accepted β†’ confirm; if not β†’ Slack urgent alert + Escalated deal stage\n14. All outcomes (success / retry success / escalated) logged to Google Sheets"},"typeVersion":1},{"id":"c2a28536-4292-4eb9-89a5-41ba6e86402a","name":"New Order Webhook","type":"n8n-nodes-base.webhook","position":[-3328,1712],"webhookId":"order-webhook-uuid-001","parameters":{"path":"new-order","options":{"rawBody":false},"httpMethod":"POST","responseMode":"responseNode"},"typeVersion":2},{"id":"ea16f534-d78a-4db5-aad0-37c461c5957a","name":"Validate note","type":"n8n-nodes-base.stickyNote","position":[-3040,1584],"parameters":{"width":270,"height":112,"content":"Validates required fields, normalises email/postcode, assigns order reference"},"typeVersion":1},{"id":"8f534528-038e-4513-94a0-98179d1a8fbb","name":"Validate & Parse Order","type":"n8n-nodes-base.code","position":[-3056,1712],"parameters":{"jsCode":"const item = $input.first().json?.body || $input.first().json;\nconst required = ['payment_intent_id', 'customer_email', 'order_notes'];\nconst missing = required.filter(f => !item[f]);\nif (missing.length > 0) throw new Error(`Missing required fields: ${missing.join(', ')}`);\nconst email = (item.customer_email || '').trim().toLowerCase();\nif (!email.includes('@')) throw new Error('Invalid customer_email format');\nconst orderRef = item.order_ref || `ORD-${Date.now()}`;\nreturn [{ json: {\n payment_intent_id: item.payment_intent_id.trim(),\n customer_email: email,\n customer_name: item.customer_name || '',\n customer_phone: item.customer_phone || '',\n order_notes: item.order_notes || '',\n service_type: item.service_type || 'general',\n collection_address: item.collection_address || '',\n postcode: (item.postcode || '').trim().toUpperCase(),\n requested_date: item.requested_date || '',\n order_value_gbp: parseFloat(item.order_value_gbp) || 0,\n order_ref: orderRef,\n received_at: new Date().toISOString()\n}}];"},"typeVersion":2},{"id":"6d6ce05a-2315-4f6d-9aee-49fb3cc41f2f","name":"Stripe note","type":"n8n-nodes-base.stickyNote","position":[-2624,1536],"parameters":{"width":265,"height":112,"content":"Verifies payment_intent status = succeeded via Stripe API before processing"},"typeVersion":1},{"id":"ee6503e4-b4cb-4173-82f6-0e02ee5adffd","name":"Verify Stripe Payment","type":"n8n-nodes-base.httpRequest","onError":"continueErrorOutput","maxTries":3,"position":[-2800,1712],"parameters":{"url":"=https://api.stripe.com/v1/payment_intents/{{ $json.payment_intent_id }}","options":{"response":{"response":{"neverError":true}}},"sendHeaders":true,"headerParameters":{"parameters":[{"name":"Authorization","value":"Bearer YOUR_TOKEN_HERE"},{"name":"Stripe-Version","value":"2024-11-20.acacia"}]}},"retryOnFail":true,"typeVersion":4.2,"waitBetweenTries":2000},{"id":"67908e38-ad09-4553-b4f9-ca5d68bb46ff","name":"Consolidate Payment Result","type":"n8n-nodes-base.code","position":[-2544,1696],"parameters":{"jsCode":"const rows = $input.all();\nconst order = $('Validate & Parse Order').first().json;\nconst payment = rows[0]?.json || {};\nconst status = payment.status || 'error';\nconst amountPence = payment.amount || 0;\nreturn [{ json: {\n ...order,\n payment_status: status,\n payment_valid: status === 'succeeded',\n payment_amount_gbp: amountPence / 100,\n payment_currency: payment.currency || 'gbp',\n stripe_customer_id: payment.customer || null,\n payment_error: payment.last_payment_error?.message || null\n}}];"},"typeVersion":2},{"id":"bc52303b-533b-489d-935e-8140796eced1","name":"Payment check note","type":"n8n-nodes-base.stickyNote","position":[-2304,1520],"parameters":{"width":270,"height":112,"content":"Routes to failure path if payment not succeeded β€” stops order processing immediately"},"typeVersion":1},{"id":"43cad9a4-ef95-49f8-976e-9c47bcd93bce","name":"Payment Succeeded?","type":"n8n-nodes-base.if","position":[-2288,1696],"parameters":{"options":{},"conditions":{"options":{"typeValidation":"loose"},"combinator":"and","conditions":[{"id":"cond-payment","operator":{"type":"boolean","operation":"equal"},"leftValue":"={{ $json.payment_valid }}","rightValue":true}]}},"typeVersion":2.2},{"id":"e0f96253-3430-428b-805c-dd2bb174f89f","name":"Send Payment Failed Notice","type":"n8n-nodes-base.httpRequest","onError":"continueErrorOutput","maxTries":3,"position":[-2288,2080],"parameters":{"url":"https://api.postmarkapp.com/email","method":"POST","options":{"response":{"response":{"neverError":true}}},"sendBody":true,"sendHeaders":true,"bodyParameters":{"parameters":[{}]},"headerParameters":{"parameters":[{"name":"X-Postmark-Server-Token","value":"YOUR_POSTMARK_SERVER_TOKEN"},{"name":"Accept","value":"application/json"}]}},"retryOnFail":true,"typeVersion":4.2,"waitBetweenTries":2000},{"id":"57008ebb-925f-40de-a376-de4863d8fee5","name":"Log Failed Payment","type":"n8n-nodes-base.googleSheets","onError":"continueErrorOutput","maxTries":3,"position":[-1968,2064],"parameters":{"columns":{"value":{"Reason":"={{ $json.payment_error || 'payment not succeeded' }}","Status":"payment_failed","Customer":"={{ $json.customer_email }}","Order Ref":"={{ $json.order_ref }}","Timestamp":"={{ DateTime.now().toISO() }}","Order Value":"={{ $json.order_value_gbp }}"},"mappingMode":"defineBelow"},"options":{},"operation":"appendOrUpdate","sheetName":{"__rl":true,"mode":"name","value":"Order Log"},"documentId":{"__rl":true,"mode":"id","value":"YOUR_FULFILLMENT_SHEET_ID"}},"credentials":{"googleSheetsOAuth2Api":{"id":"credential-id","name":"Google Sheets account 2"}},"retryOnFail":true,"typeVersion":4.5,"waitBetweenTries":2000},{"id":"55ef6119-8bdc-42f3-910f-bb482f94d150","name":"Extract note","type":"n8n-nodes-base.stickyNote","position":[-1920,1520],"parameters":{"width":265,"height":112,"content":"Claude AI parses free-text order notes into a validated structured schema"},"typeVersion":1},{"id":"d4e67627-ebda-4e94-9126-806fe8e8b562","name":"Extract Order Details","type":"@n8n/n8n-nodes-langchain.agent","position":[-2048,1680],"parameters":{"text":"=Extract and validate the service order details from the following information.\n\nOrder Reference: {{ $json.order_ref }}\nService Type: {{ $json.service_type }}\nCollection Address: {{ $json.collection_address }}\nPostcode: {{ $json.postcode }}\nRequested Date: {{ $json.requested_date }}\nOrder Notes / Customer Instructions:\n{{ $json.order_notes }}\n\nEstimated Order Value: Β£{{ $json.order_value_gbp }}\n\nParse all details carefully. Extract waste type, skip size if applicable, any access restrictions, time preferences, and urgency level. Flag anything that seems unusual or incomplete in special_instructions.","options":{"systemMessage":"You are an order processing assistant for a service brokerage. Extract structured data from customer order notes with high precision. For skip hire orders: identify skip size (2, 4, 6, 8, 10, 12 yard), waste type (general, construction, garden, commercial, mixed, hazardous), and any site access restrictions. Priority levels: standard = normal orders, urgent = same-day or next-day, emergency = immediate response required. Always output all fields even if some are null.","returnIntermediateSteps":false},"promptType":"define","hasOutputParser":true},"typeVersion":1.8},{"id":"48d70af6-9f7d-4b5a-9ff8-1f96e28099cc","name":"Claude β€” Extract","type":"@n8n/n8n-nodes-langchain.lmChatAnthropic","position":[-2128,1856],"parameters":{"model":{"__rl":true,"mode":"list","value":"claude-3-5-sonnet-20241022"},"options":{"temperature":0}},"typeVersion":1.3},{"id":"572c3262-7fca-45b1-ad16-d868ad6dd9d6","name":"Order Details Schema","type":"@n8n/n8n-nodes-langchain.outputParserStructured","position":[-1824,1888],"parameters":{"schemaType":"manual","inputSchema":"{\"type\":\"object\",\"properties\":{\"service_type\":{\"type\":\"string\"},\"collection_address\":{\"type\":\"string\"},\"postcode\":{\"type\":\"string\"},\"waste_type\":{\"type\":\"string\",\"enum\":[\"general\",\"construction\",\"garden\",\"commercial\",\"mixed\",\"hazardous\",\"other\"]},\"skip_size\":{\"type\":\"string\"},\"requested_date\":{\"type\":\"string\"},\"customer_name\":{\"type\":\"string\"},\"customer_email\":{\"type\":\"string\"},\"customer_phone\":{\"type\":\"string\"},\"special_instructions\":{\"type\":\"string\"},\"access_restrictions\":{\"type\":\"string\"},\"estimated_value_gbp\":{\"type\":\"number\"},\"priority\":{\"type\":\"string\",\"enum\":[\"standard\",\"urgent\",\"emergency\"]}},\"required\":[\"service_type\",\"collection_address\",\"postcode\",\"waste_type\",\"customer_name\",\"customer_email\",\"customer_phone\",\"priority\"]}"},"typeVersion":1.2},{"id":"726bd9eb-a04d-404a-bf1c-a059abc4868e","name":"Upsert note","type":"n8n-nodes-base.stickyNote","position":[-1616,1520],"parameters":{"width":270,"height":112,"content":"Creates or updates customer contact in Freshworks CRM via upsert REST endpoint"},"typeVersion":1},{"id":"c7c99847-6227-49c5-947a-bfec9d4ca45a","name":"Upsert Customer Contact","type":"n8n-nodes-base.httpRequest","onError":"continueErrorOutput","maxTries":3,"position":[-1760,1680],"parameters":{"url":"=https://YOUR_DOMAIN.freshsales.io/api/upsert/contacts","method":"POST","options":{"response":{"response":{"neverError":true}}},"sendBody":true,"sendHeaders":true,"bodyParameters":{"parameters":[{}]},"headerParameters":{"parameters":[{"name":"Authorization","value":"Token token=YOUR_FRESHWORKS_API_KEY"},{"name":"Content-Type","value":"application/json"}]}},"retryOnFail":true,"typeVersion":4.2,"waitBetweenTries":2000},{"id":"559828af-1583-41c4-a417-6353aea7b7c0","name":"Consolidate Contact","type":"n8n-nodes-base.code","position":[-1504,1664],"parameters":{"jsCode":"const rows = $input.all();\nconst order = $('Validate & Parse Order').first().json;\nconst payment = $('Consolidate Payment Result').first().json;\nconst aiOutput = $('Extract Order Details').first().json.output || {};\nconst contact = rows[0]?.json?.contact || rows[0]?.json || {};\nreturn [{ json: {\n ...order,\n payment_amount_gbp: payment.payment_amount_gbp,\n stripe_customer_id: payment.stripe_customer_id,\n extracted: aiOutput,\n contact_id: String(contact.id || contact.contact?.id || ''),\n customer_name: aiOutput.customer_name || order.customer_name,\n customer_email: aiOutput.customer_email || order.customer_email,\n customer_phone: aiOutput.customer_phone || order.customer_phone,\n collection_address: aiOutput.collection_address || order.collection_address,\n postcode: aiOutput.postcode || order.postcode,\n waste_type: aiOutput.waste_type || 'general',\n skip_size: aiOutput.skip_size || '',\n priority: aiOutput.priority || 'standard',\n special_instructions: aiOutput.special_instructions || '',\n access_restrictions: aiOutput.access_restrictions || ''\n}}];"},"typeVersion":2},{"id":"612d16a1-5b05-44df-ac7c-ba3f0dde13dd","name":"Deal note","type":"n8n-nodes-base.stickyNote","position":[-1232,1504],"parameters":{"width":265,"height":128,"content":"Creates service deal in Freshworks CRM linked to the customer contact"},"typeVersion":1},{"id":"b6faf3dd-af13-421f-8f40-7374a834bbaa","name":"Create Service Deal","type":"n8n-nodes-base.freshworksCrm","onError":"continueErrorOutput","maxTries":3,"position":[-1248,1664],"parameters":{"name":"={{ $json.service_type | upper }} β€” {{ $json.postcode }} β€” {{ $json.order_ref }}","resource":"deal","additionalFields":{"probability":100}},"retryOnFail":true,"typeVersion":1,"waitBetweenTries":2000},{"id":"8f673c13-917c-452a-beae-9fa1f5d3c1d8","name":"Consolidate Deal","type":"n8n-nodes-base.code","position":[-960,1648],"parameters":{"jsCode":"const rows = $input.all();\nconst ctx = $('Consolidate Contact').first().json;\nconst deal = rows[0]?.json || {};\nconst dealId = String(deal.id || deal.deal?.id || '');\nreturn [{ json: {\n ...ctx,\n deal_id: dealId,\n deal_name: deal.name || deal.deal?.name || ctx.order_ref\n}}];"},"typeVersion":2},{"id":"7544f7e7-12fb-4bcd-8f45-e193021c0658","name":"Confirmation note","type":"n8n-nodes-base.stickyNote","position":[-816,1504],"parameters":{"width":260,"height":112,"content":"Sends branded order confirmation email to customer via Postmark"},"typeVersion":1},{"id":"8c16eb41-7587-4571-beb9-3ba91be27f77","name":"Send Order Confirmation","type":"n8n-nodes-base.httpRequest","onError":"continueErrorOutput","maxTries":3,"position":[-720,1648],"parameters":{"url":"https://api.postmarkapp.com/email","method":"POST","options":{"response":{"response":{"neverError":true}}},"sendBody":true,"sendHeaders":true,"bodyParameters":{"parameters":[{}]},"headerParameters":{"parameters":[{"name":"X-Postmark-Server-Token","value":"YOUR_POSTMARK_SERVER_TOKEN"},{"name":"Accept","value":"application/json"}]}},"retryOnFail":true,"typeVersion":4.2,"waitBetweenTries":2000},{"id":"e56a200d-1127-4e95-a7c0-30d7790f7ca5","name":"Find Supplier note","type":"n8n-nodes-base.stickyNote","position":[-512,1504],"parameters":{"width":265,"height":96,"content":"Queries Freshworks for contacts tagged 'supplier-available' β€” picks the first match"},"typeVersion":1},{"id":"5c4c1463-a95f-482c-a5e7-eaa48cbb9b9f","name":"Find Available Supplier","type":"n8n-nodes-base.freshworksCrm","onError":"continueErrorOutput","maxTries":3,"position":[-464,1632],"parameters":{"limit":5,"resource":"contact","operation":"getAll"},"retryOnFail":true,"typeVersion":1,"waitBetweenTries":2000},{"id":"e0ce11bb-319c-4850-9329-c7b333c527b3","name":"Consolidate Supplier","type":"n8n-nodes-base.code","position":[-192,1616],"parameters":{"jsCode":"const rows = $input.all();\nconst ctx = $('Consolidate Deal').first().json;\nconst suppliers = rows.filter(r => !r.json.error && r.json.id);\nif (suppliers.length === 0) {\n // No supplier found β€” flag for manual assignment\n return [{ json: {\n ...ctx,\n supplier_id: null,\n supplier_email: null,\n supplier_name: 'UNASSIGNED',\n supplier_phone: null,\n supplier_found: false,\n all_supplier_ids: []\n }}];\n}\nconst primary = suppliers[0].json;\nconst allIds = suppliers.map(s => String(s.json.id));\nreturn [{ json: {\n ...ctx,\n supplier_id: String(primary.id),\n supplier_email: primary.email,\n supplier_name: `${primary.first_name || ''} ${primary.last_name || ''}`.trim(),\n supplier_phone: primary.mobile_number || primary.phone || '',\n supplier_found: true,\n all_supplier_ids: allIds\n}}];"},"typeVersion":2},{"id":"2784d278-49b4-4884-82d6-b6b673e86098","name":"Supplier Request note","type":"n8n-nodes-base.stickyNote","position":[-64,1504],"parameters":{"width":265,"height":60,"content":"Sends job assignment request to supplier with full order details and acceptance deadline"},"typeVersion":1},{"id":"7f72d3b7-457d-489c-b9cb-020516c3295a","name":"Send Supplier Assignment","type":"n8n-nodes-base.httpRequest","onError":"continueErrorOutput","maxTries":3,"position":[64,1616],"parameters":{"url":"https://api.postmarkapp.com/email","method":"POST","options":{"response":{"response":{"neverError":true}}},"sendBody":true,"sendHeaders":true,"bodyParameters":{"parameters":[{}]},"headerParameters":{"parameters":[{"name":"X-Postmark-Server-Token","value":"YOUR_POSTMARK_SERVER_TOKEN"},{"name":"Accept","value":"application/json"}]}},"retryOnFail":true,"typeVersion":4.2,"waitBetweenTries":2000},{"id":"90e7c7a1-76e9-4c1c-a231-94ebb16e4c7d","name":"SLA Wait note","type":"n8n-nodes-base.stickyNote","position":[320,1472],"parameters":{"width":260,"height":60,"content":"Holds execution for 4 hours β€” the primary SLA window for supplier acceptance"},"typeVersion":1},{"id":"1e70b02a-4960-4a86-bfea-1306d3c0c345","name":"SLA Wait β€” 4 Hours","type":"n8n-nodes-base.wait","position":[352,1600],"webhookId":"sla-wait-4h-uuid-002","parameters":{},"typeVersion":1.1},{"id":"b749c37a-0eef-4eff-89b4-ce275adad397","name":"Status check note","type":"n8n-nodes-base.stickyNote","position":[624,1488],"parameters":{"width":260,"height":60,"content":"Polls Freshworks deal stage to determine if supplier has accepted the job"},"typeVersion":1},{"id":"3f688afc-e92e-4b86-b9b5-0cb47edc194e","name":"Check Deal Stage","type":"n8n-nodes-base.freshworksCrm","onError":"continueErrorOutput","maxTries":3,"position":[640,1600],"parameters":{"dealId":"={{ $json.deal_id }}","resource":"deal","operation":"get"},"retryOnFail":true,"typeVersion":1,"waitBetweenTries":2000},{"id":"649027d3-44bc-49df-91ee-a2b5c3b0f928","name":"Consolidate SLA Status","type":"n8n-nodes-base.code","position":[912,1584],"parameters":{"jsCode":"const rows = $input.all();\nconst ctx = $('Consolidate Supplier').first().json;\nconst deal = rows[0]?.json || {};\nconst stageName = (deal.deal_stage?.name || deal.stage_name || '').toLowerCase();\nconst acceptedStages = ['accepted', 'confirmed', 'partner confirmed', 'supplier accepted', 'in progress'];\nconst isAccepted = acceptedStages.some(s => stageName.includes(s));\nreturn [{ json: {\n ...ctx,\n current_deal_stage: stageName,\n supplier_accepted: isAccepted,\n sla_check_at: new Date().toISOString(),\n sla_attempt: 1\n}}];"},"typeVersion":2},{"id":"bd4c7390-e339-454a-a54e-063cab044138","name":"Accepted check note","type":"n8n-nodes-base.stickyNote","position":[1088,1424],"parameters":{"width":265,"height":60,"content":"Routes TRUE if supplier accepted within SLA, FALSE triggers escalation path"},"typeVersion":1},{"id":"fd534425-fcc2-45f5-9ca0-f5e09c0566b6","name":"Supplier Accepted SLA?","type":"n8n-nodes-base.if","position":[1104,1584],"parameters":{"options":{},"conditions":{"options":{"typeValidation":"loose"},"combinator":"and","conditions":[{"id":"cond-accept","operator":{"type":"boolean","operation":"equal"},"leftValue":"={{ $json.supplier_accepted }}","rightValue":true}]}},"typeVersion":2.2},{"id":"e3628d89-588f-4842-8f7f-f10b70661bf4","name":"Update Deal β€” Confirmed","type":"n8n-nodes-base.freshworksCrm","onError":"continueErrorOutput","maxTries":3,"position":[1360,1488],"parameters":{"dealId":"={{ $json.deal_id }}","resource":"deal","operation":"update","updateFields":{}},"retryOnFail":true,"typeVersion":1,"waitBetweenTries":2000},{"id":"f2c7f4a5-0964-4425-a5f2-22199910e694","name":"Send Customer β€” Job 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This order requires immediate manual handling to avoid SLA breach penalty.\n\n*Order:* {{ $json.order_ref }}\n*Customer:* {{ $json.customer_name }} β€” {{ $json.customer_email }} β€” {{ $json.customer_phone }}\n*Service:* {{ $json.service_type }} β€” {{ $json.skip_size || 'TBC' }}\n*Address:* {{ $json.collection_address }}, {{ $json.postcode }}\n*Priority:* {{ $json.priority | upper }}\n*Order Value:* Β£{{ $json.payment_amount_gbp }}\n*Requested Date:* {{ $json.extracted.requested_date || 'ASAP' }}\n*Special Notes:* {{ $json.special_instructions || 'None' }}\n*Supplier 1 (failed):* {{ $json.supplier_name }}\n*Supplier 2 (failed):* {{ $json.next_supplier_name }}\n*Freshworks Deal:* {{ $json.deal_id }}\n\nDeal has been marked Escalated. 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