n8n Workflow: Track Complaint SLAs, Gmail Alerts & Webhook

Track Complaint SLAs with Gmail Alerts & Webhook-Driven Acknowledgements

This n8n workflow accepts complaint metadata via an authenticated webhook, assigns ownership, tracks a separately supplied response deadline (SLA), and sends internal Gmail alerts—while escalating unacknowledged cases on a 15-minute sweep with durable records and reconciliation for uncertain delivery outcomes.

What this workflow does

• Validates incoming complaint metadata: An authenticated webhook enforces a strict metadata contract and uses stable tenant/source identity to detect exact sequential replays and conflicting retries.
• Persists case state before confirmation: The workflow saves the case first, then confirms webhook success.
• Escalates ownership automatically: Ownership moves from owner to lead to manager if the assigned role does not acknowledge within the configured interval (default: two elapsed hours). Acknowledgement happens through a second authenticated webhook.
• Runs SLA deadline monitoring independently: The workflow uses the separately supplied response deadline to generate alerts at 72 hours, 24 hours, on breach, and daily overdue. Importantly, acknowledging ownership does not stop deadline alerts.
• Triggers review alerts for missing deadlines: If deadlines are not met, a review alert is sent.
• Supports closure with resolution reference: The currently assigned role can close the case via the second authenticated webhook. Closure requires a resolution reference and stops future alerts.
• Sends internal Gmail alerts safely: Before internal Gmail delivery, the workflow verifies case state and a durable alert intent. A provider message ID is required; uncertain outcomes surface an error and require manual reconciliation before any retry.

Use cases

• SaaS support teams tracking complaint SLAs across owners, leads, and managers.
• Operations workflows that need reliable Gmail notifications tied to durable state and webhook events.
• Automation engineers implementing acknowledgement + SLA breach monitoring with audit-friendly records.

Technical details

• Nodes/logic used: if, code, gmail, webhook, data table, sticky note
• Execution design: 15-minute sweep escalation for unacknowledged ownership; strict contract validation and durable persistence
• Workflow settings guidance: use UTC, execution logic v1, and avoid saving for failed/successful/manual executions where configured