Triage Negative Google Reviews in n8n with Zapier, Twilio & AI

Instantly triage negative Google reviews and generate compliance-safe replies with n8n

This n8n workflow listens for new Google Business Profile reviews, filters out duplicates and non-actionable ratings, then sends a Twilio SMS alert to your team and uses Anthropic Claude to draft a guardrailed public response. It also emails the firm and logs a compliance audit by executing a separate n8n workflow.

What this workflow does

• Receives new reviews via webhook: Designed to work with a webhook event payload (for example, from Zapier’s “New Review” trigger for Google Business Profile). It normalizes key fields such as review ID, rating, text, and reply URL.
• Validates and deduplicates: Uses n8n static data to skip malformed events and suppress duplicate alerts for the same review ID.
• Targets 1–3 star reviews only: Stops processing for 4–5 star reviews and focuses triage on negative feedback (1–3 stars).
• Alerts via Twilio SMS: Builds an immediate SMS alert with the review details.
• Drafts a public reply with AI guardrails: Sends an Anthropic Claude prompt to generate a short, compliance-safe draft response.
• Parses, scans, and prepares email: Reads Claude’s JSON output, runs an additional keyword-based compliance safety scan, then prepares an email containing the review details and either the safe draft or a rewrite warning.
• Logs compliance and notifies: Executes a separate compliance-audit workflow and then sends the email notification via SMTP.

Use cases

• Hospitality, clinics, or local services teams that need fast, consistent responses to 1–3 star reviews.
• Automation engineers who want an auditable review triage pipeline in n8n.
• SaaS operators managing multiple locations and wanting deduped, rating-based handling.

Technical details

• Core nodes: webhook, if, code, no op, twilio, email send
• AI: Anthropic Claude (Messages API) to generate a compliant public reply draft
• SMS: Twilio for immediate negative review alerts
• Compliance: Keyword-based safety scan + execution of a separate compliance-audit workflow