SplitOut Automate

Target Audience

• Customer Support Teams: Teams handling customer inquiries and issues can utilize this workflow to monitor sentiment around their interactions and prioritize responses accordingly.
• Project Managers: Those overseeing projects can keep an eye on team morale and customer feedback, ensuring that negative sentiments are addressed swiftly.
• Data Analysts: Analysts can leverage the data collected in Airtable to analyze trends in customer sentiment over time, enabling informed decision-making.
• Developers: Developers looking to integrate automated sentiment analysis into their applications can use this workflow as a template for their own automation needs.

Problem Solved

This workflow addresses the challenge of effectively monitoring and managing customer sentiment around issues in Linear. By automating sentiment analysis on issue comments, teams can quickly identify when sentiment shifts to negative, allowing them to take prompt action. This proactive approach helps in preventing escalations and enhances customer satisfaction by ensuring timely responses to potential issues.

Workflow Steps

1. Scheduled Trigger: The workflow initiates every 30 minutes, fetching recently updated issues from Linear using the GraphQL node.
2. Fetch Active Linear Issues: It retrieves issues, including comments, from the Linear API to analyze recent interactions.
3. Sentiment Analysis: Each issue's comments are processed through the Information Extractor node, which evaluates sentiment and generates insights.
4. Combine Results: The sentiment analysis results are combined with issue details for further processing.
5. Store in Airtable: The workflow checks if the sentiment data already exists in Airtable. If it does, it updates the existing record; if not, it creates a new entry, capturing both the current and previous sentiment.
6. Monitor Sentiment Transition: When the sentiment changes from non-negative to negative, the workflow triggers a notification.
7. Deduplicate Notifications: To prevent multiple alerts for the same issue, the workflow removes duplicates.
8. Send Alerts via Slack: Finally, a notification is sent to a designated Slack channel, informing the team about issues that have transitioned to negative sentiment.