Detect and route customer escalations with Claude, Slack and Linear

Quick Overview

This workflow receives support messages via a webhook, normalizes payloads from Gmail, Zendesk, Intercom, and HelpScout, and uses Anthropic Claude to detect escalation signals and severity, then posts alerts to Slack and creates Linear tickets for actionable cases.

How it works

1. Receives an inbound support message via a POST webhook.
2. Normalizes the incoming payload (Gmail, Zendesk, Intercom, HelpScout, or a raw test payload) into a consistent schema with customer details, subject, body text, and a source URL.
3. Sends the normalized message to Anthropic Claude and parses the response into structured JSON containing escalation flags, severity, trigger phrases, a summary, and a suggested reply opening.
4. Stops processing silently when the message is not an escalation (severity is none).
5. Builds a formatted Slack alert and Linear issue payload, including SLA guidance, detected signals, and links back to the original conversation.
6. Posts the escalation alert to a configured Slack channel.
7. Creates a Linear ticket for critical, high, and medium severity escalations and sends a Slack DM to a manager for critical and high cases.

Setup

1. Add an Anthropic API credential for the Anthropic Chat Model node.
2. Add a Slack OAuth2 credential, set the target channel (for example, #escalations), and set the manager’s Slack user ID for direct messages.
3. Add a Linear OAuth2 credential and replace the placeholder Linear team ID used when creating tickets.
4. Copy the webhook URL from the webhook trigger and configure Gmail/Zendesk/Intercom/HelpScout (or your custom source) to POST message payloads to it in one of the supported formats.