Sentiment Routing Workflow: Anthropic, Gmail, Twilio & Sheets (n8n)

Automatically route customer feedback by sentiment—using Anthropic, Gmail, Twilio & Google Sheets (n8n)

Turn every n8n Form submission into the right follow-up message. This Sentiment Routing Workflow analyzes feedback with Anthropic Claude, then automatically emails, texts, and logs results to Google Sheets based on whether the sentiment is Positive, Neutral, or Negative.

What this workflow does

• Receives feedback from an n8n Form with name, email, phone, and written feedback.
• Analyzes sentiment using Anthropic Claude and classifies the feedback as Positive, Neutral, or Negative.
• Routes Positive feedback to a Gmail thank-you email that includes your Google review link.
• Routes Neutral feedback by emailing the owner the feedback details via Gmail for private review.
• Routes Negative feedback by:
  • Sending the owner an SMS via Twilio
  • Sending the customer a Gmail apology promising same-day follow-up
• Logs everything by appending customer details, feedback text, sentiment category, and a timestamp to the Google Sheets “Feedback” sheet.

Use cases

• Collect feedback from a website form and get instant, sentiment-based responses.
• Reduce manual triage: Positive users get a review request; Neutral feedback is reviewed internally; Negative feedback triggers SMS escalation.
• SaaS operators who want auditable records of every feedback submission in Google Sheets.

Technical details

• n8n nodes/stack: form trigger, set, Anthropic/Claude sentiment analysis, gmail, twilio, google sheets, sticky note
• Required credentials: Anthropic API key, Google account (Sheets + Gmail), and a Twilio account with an SMS-capable phone number
• Setup essentials: update config values (business name, Google review link, Twilio from number, owner mobile number, owner email), and ensure the spreadsheet has a “Feedback” sheet with matching columns.