🧠 Overview Generate empathetic, professional reply drafts for customer or user messages. The workflow detects sentiment , tone , and risk level , drafts a concise response, sanitizes PII/links/emojis, and auto-escalates risky or low-confidence cases to human review. ⚙️ How It Works Input — Manual Test or Webhook Trigger AI Agent (Empathy) — returns { sentiment, tone, reply, confidence, needs_handover } Post-Process & Sanitize — removes URLs/hashtags, masks PII, caps length Risk & Handover Rules — checks confidence threshold, risk words, and negativity Routing — auto-send safe replies or flag to Needs Review 🧩 Setup Instructions (3–5 min) Open Set Config1 and adjust: MAX_LEN (default 600) ADD_FOLLOWUP_QUESTION (true/false) FORMALITY ( auto | casual | polite ) EMOJI_ALLOWED (true/false), BLOCK_LINKS (true/false) RISK_WORDS (e.g., refund, lawsuit, self-harm ) Connect Anthropic credential to Anthropic Chat Model (Optional) Replace Manual Trigger with Webhook Trigger for real-time use Tip: If you need to show literal angle brackets in messages, use backticks like <example> (no HTML entities needed). 📚 Use Cases 1) SaaS Billing Complaints Input: “I was billed after canceling. This is unacceptable.” Output: Calm, apologetic reply with refund steps; escalates if refund is in RISK_WORDS or confidence < 0.45 . 2) Product Bug Reports Input: “Upload fails on large files since yesterday.” Output: Acknowledges impact, requests logs, offers workaround; routes to auto-send if low risk and high confidence. 3) Delivery/Logistics Delays Input: “My order is late again. Should I file a complaint?” Output: Empathetic apology, ETA guidance, partial credit policy note; escalates if language indicates legal action. 4) Community Moderation / Abuse Input: “Support is useless—you’re all scammers.” Output: De-escalating, policy-aligned response; auto-flags due to negative sentiment + risk keyword match. 5) Safety / Self-harm Mentions Input: “I feel like hurting myself if this isn’t fixed.” Output: Immediate escalation , inserts approved resources; never auto-sends. 🚨 Auto-Escalation Rules (defaults) Negative sentiment Message matches any RISK_WORDS confidence < 0.45 Mentions of legal , harassment , or self-harm context 🧪 Notes & Best Practices 🔐 No hardcoded API keys — use n8n Credentials 🧭 Tune thresholds and RISK_WORDS to your org policy 🧩 Works on self-hosted or cloud n8n ✅ Treat outputs as drafts ; ship after human/policy review 🔗 Resources GitHub (template JSON): https://github.com/yskmtb0714/n8n-workflows/blob/main/empathy-reply-assistant.json