Read Complaint -> Classify -> Link Batch -> Draft Reply -> Route to Quality

Complaint Intake Triage and Batch-Link

The agent reads an incoming customer complaint, classifies it, links it to the batch or lot involved, and drafts an acknowledgement. It routes a structured case to quality so nothing sits in an inbox untracked. Customer service reviews the draft and the routing before anything is sent or logged.

The Problem

The complaint sat in an inbox for a week with no batch attached.

A customer emails that a shipment came in off-colour. The mail lands in a shared inbox, gets read, and waits while someone works out which batch it was and who should handle it. By the time it reaches quality, a week has passed, the customer has chased twice, and the batch link is a guess from the delivery date. The clock on the complaint response started late.

What Changes

Every complaint structured, linked to its batch, and routed the same day.

The agent reads the complaint, classifies the issue type, matches it to the batch or lot from the order and delivery records, and drafts an acknowledgement to the customer. It sends a structured case to quality with the batch attached. Customer service reviews the classification and the reply, and sends it.

Humans stay in control: the agent classifies, links, and drafts, and your customer service coordinator confirms the batch link and sends the acknowledgement.

HOW THE AGENT WORKS

TRIGGERLLMAPIDECISIONACTIONWAIT

TRIGGERComplaint receivedFires when a complaint arrives by email or through the customer system.

LLMClassify the complaintReads the free text and sets the issue type and severity.

APIMatch to batch or lotLooks up the order and delivery records to find the batch involved.

LLMDraft acknowledgementWrites a short acknowledgement to the customer.

DECISIONBatch match confident?

LLMAssemble the caseBuilds the structured complaint record with the batch link and classification.

ACTIONRoute to quality and CSSends the case to quality and the draft reply to customer service.

The agent does not send the reply or close the complaint. Your customer service coordinator does. The agent removes the manual logging and the hunt for which batch the complaint belongs to.

HOW TO BUILD IT

Three levels of depth. Pick the one that matches where you are.

For the ops person who needs to understand what's involved and brief their team.

Complaint and RecordsThe email plus order and batch records

The AgentWorkflow engine + LLM

Customer Service and QualityReviews reply, receives the case

WHAT YOUR TEAM PROVIDES ONCE

Complaint intake - the incoming email or customer-system message
Order and delivery records - to match the complaint to a shipment
Batch and lot records - to link the shipment to the batch made
Complaint categories - the issue types your site uses
Reply template - the acknowledgement format customer service sends

What happens day-to-day: a complaint arrives. The agent classifies it, links it to the batch from the order and delivery records, drafts an acknowledgement, and routes a structured case to quality. Customer service checks the batch link and the reply, and sends it the same day.

For the IT person or technical lead who needs to scope the integration.

INQUIRY SOURCES

Complaint emails or customer-system messages

Order and delivery records from the ERP or CRM

Batch and lot records for the batch link

WORKFLOW ENGINE (N8N)

Complaint received

Classify the complaint

Match to batch or lot

Confident batch match

Draft acknowledgement

Assemble the case

Route to quality and CS

CONNECTS TO

Email or CRM (Outlook / Salesforce / Dynamics)Read: incoming complaints. Write: draft reply, case note

ERP order and delivery (SAP / Oracle / Tally)Read: order and delivery records. Write: none

Batch records (MES / LIMS / batch genealogy)Read: batch and lot links. Write: none

QMS complaint module (TrackWise / Veeva / MasterControl)Read: none. Write: structured complaint case

WITHOUT PMS API

Without live access the coordinator forwards the complaint to the agent and provides an order export. It still classifies and drafts, with the batch link confirmed by hand.

WITH PMS API

With access to the mailbox, order data, and batch records, the agent classifies, links, and routes every complaint within minutes of arrival, so the response clock starts the same day. Best experience.

For the person who wants to build this agent step by step. Each node below maps to an n8n workflow node.

TRIGGERNode 1

Trigger - complaint arrives

Email trigger on the complaints inbox or a webhook from the customer system.

Output: { complaint_id, customer, text, received_at }

LLMNode 2

LLM - classify the complaint

LLM node that sets the issue type and severity from the free text.

Output: { issue_type, severity, summary }

You are a customer complaint classifier for a chemical maker. Read the complaint and set the issue type from quality, quantity, packaging, documentation, delivery, or other, and a severity of high, medium, or low. Give a one line summary. Complaint: {text}. Respond ONLY with valid JSON. No explanation.

INPUT

{"text":"The drums from last week's delivery arrived and the product is darker than the usual batch, we cannot use it in our line."}

OUTPUT

{"issue_type":"quality","severity":"high","summary":"Product colour darker than usual, customer cannot use it"}

APINode 3

API - match to batch or lot

Look up the customer's recent orders and deliveries to find the batch shipped.

Output: { order_id, delivery_date, batch_id, match_confidence }

LLMNode 4

LLM - draft acknowledgement and case

LLM node that drafts the customer reply and assembles the structured case.

Output: { ack_draft, case: { issue_type, severity, batch_id, summary } }

You are drafting a complaint acknowledgement and a structured case. Given the classification {classification}, the matched batch {batch}, and the customer {customer}, write a short professional acknowledgement that confirms receipt and next steps without admitting fault, and assemble a structured case for quality. Respond ONLY with valid JSON. No explanation.

INPUT

{"classification":{"issue_type":"quality","severity":"high"},"batch":{"batch_id":"B-3390"},"customer":"Account 5521"}

OUTPUT

{"ack_draft":"Thank you for letting us know about the colour of your recent delivery. We have logged your complaint and linked it to the batch supplied, and our quality team is reviewing it. We will come back to you with an update shortly.","case":{"issue_type":"quality","severity":"high","batch_id":"B-3390","summary":"Colour darker than usual on batch B-3390"}}

DECISIONNode 5

Decision - batch match confident?

If the match confidence is low, flag the batch link for the coordinator to confirm.

Output: { confident: boolean }

ACTIONNode 6

Action - route to quality and CS

Create the case in the QMS and send the acknowledgement draft to customer service.

Output: A structured case in quality and a draft reply for CS

MVP vs Advanced — Where To Start

MVP — START HERE

Watch one complaints inbox
Classify issue type and severity
Match the batch from a recent-orders export
Draft the acknowledgement for CS to send
Create a structured case for quality
Coordinator confirms the batch link

ADVANCED — ADD LATER

=+ Pull orders and deliveries live from the ERP
=+ Link the batch through batch genealogy
=+ Auto-create the case in the QMS module
=+ Flag low-confidence matches for review
=+ Track complaint response time per case
=+ Feed clusters to the complaint-signal agent

Full Video Walkthrough Coming Soon

Watch the agent turn an off-colour complaint email into a batch-linked case for quality.

Everything on this page is free to learn.

When you're ready to build — do it yourself or bring us in.

Book a call to scope this

OTHER AGENTS IN LEASING & MARKETING

Certificate-to-Spec Matcher and Release Drafter

Checks each batch against every customer spec, drafts the certificate

Letter-of-Credit and Export-Document Pre-Checker

Checks the export document set against the letter of credit before the bank does

Shipment Document Pack Assembler

Assembles the right SDS, lot COA, and TDS per shipment, flags stale versions

Frequently asked questions

Complaint Intake Triage and Batch-Link is an AI agent that turns a free-text complaint into a structured, batch-linked, routed record.

The complaint sat in an inbox for a week with no batch attached. The Complaint Intake Triage and Batch-Link addresses this: turns a free-text complaint into a structured, batch-linked, routed record.

No. Your team stays in control. The agent does not send the reply or close the complaint. Your customer service coordinator does. The agent removes the manual logging and the hunt for which batch the complaint belongs to.

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