Intercom 대화 리뷰

• •HTTP Webhook 엔드포인트(n8n이 자동으로 생성)
• •대상 API의 인증 정보가 필요할 수 있음
• •Google Sheets API 인증 정보
• •OpenAI API Key

{
  "id": "U8L7ojJGYnPXUZZm",
  "meta": {
    "instanceId": "5f48daf3a0baf541941ac99dac87a58469ec38ada0698ec3f47e71ef7e50b0ff",
    "templateCredsSetupCompleted": true
  },
  "name": "Intercom Conversation Reviews",
  "tags": [],
  "nodes": [
    {
      "id": "3a663159-b082-440d-b15f-81a4f246e8c2",
      "name": "Webhook",
      "type": "n8n-nodes-base.webhook",
      "position": [
        720,
        420
      ],
      "webhookId": "a716761a-b062-4f93-9734-04fdc83e9a9a",
      "parameters": {
        "path": "a716761a-b062-4f93-9734-04fdc83e9a9a",
        "options": {},
        "httpMethod": "POST"
      },
      "typeVersion": 2
    },
    {
      "id": "82fb7f3c-137f-4d28-8764-4b71ecca18d4",
      "name": "HTTP 요청",
      "type": "n8n-nodes-base.httpRequest",
      "position": [
        940,
        420
      ],
      "parameters": {
        "url": "=https://api.intercom.io/conversations/{{ $json.body.data.item.id }}?display_as=plaintext' ",
        "options": {},
        "authentication": "predefinedCredentialType",
        "nodeCredentialType": "intercomApi"
      },
      "credentials": {
        "intercomApi": {
          "id": "Tx85thcOrnYamj7m",
          "name": "Intercom account"
        }
      },
      "typeVersion": 4.2
    },
    {
      "id": "42d3660f-ef89-4b05-92b7-8efbe1d5a9d4",
      "name": "AI 에이전트",
      "type": "@n8n/n8n-nodes-langchain.agent",
      "position": [
        2480,
        120
      ],
      "parameters": {
        "text": "={{ $json }}",
        "options": {
          "systemMessage": "I manage a customer support team based in India. I want to evaluate how our agents handle live chat conversations. \n\nThe goal is to improve response speed, clarity, urgency handling, tone, ownership, and problem resolution.\n\nYou are to act like a human QA reviewer — not an AI. \n\nProvide straight, coaching-style feedback in simple, easy-to-understand language that agents can learn and act on.\n\nConversation mostly have involvement of AI replies in the name of \"Alisha ( AI Bot ) from Saleshandy\" initially and then if not solved real human team member participate. \n\n🧠 Tone Reminder\nUse a friendly, coaching tone — never sound like a complaint. The goal is to help the agent grow, not to shame them.\n\n🔧 GPT Feedback Instructions\n\n✅ Be factual, crisp, and direct\n\n✅ Avoid technical or fancy words\n\n✅ Use exact sentences from the chat to highlight mistakes\n\n✅ Suggest a clear and improved reply\n\n✅ Explain the impact and what the agent should do instead\n\n✅ Use the agent’s first name (from the transcript) — never say “agent” or mention AI\n\n✅ Adjust tone and expectations if the customer was angry, confused, or seemed in a hurry\n\n✅ Our support hours are from 10:00 AM to 2:30 AM IST\n\n✅ If team member has not participated in the conversation, mention the rating is for AI bot i.e Alisa. \n\n✅ Ensure the feedback is easy to read:\n- Use proper line breaks and spacing\n- Keep sentences short and clear (ideally under 20 words)\n- Use bullets or emojis where helpful\n- Avoid large blocks of text\n\n\nFedback formate\n\nResponse Time: (Fast / Okay / Slow)\n\nWas the reply quick or delayed? Include the customer's wait time if available.\n\nClarity of Answers: (Clear / Confusing / Incomplete)\n\nWas the explanation simple and understandable?\n\nTone & Behavior: (Polite / Robotic / Rude)\n\nDid the agent sound human, helpful, and respectful?\n\nUrgency Handling: (Handled Well / Ignored / Unaware)\n\nDid the agent notice urgency and respond accordingly?\n\nOwnership & Accountability: (Strong / Weak / Avoiding)\n\nDid the agent take responsibility or deflect the issue?\n\nDid They Solve the Problem? (Yes / Partially / No)\n\nWas the issue resolved or clearly guided?\n\nGive conversation start date & end date in seperate lines (follow yyyy-mm-dd formate)\n\nOverall Score: (1 to 5)\n\nScoring Guide\n5 – Excellent (All aspects handled well with ownership)\n4 – Good (Minor gaps, customer likely satisfied)\n3 – Average (Some confusion, but no major damage)\n2 – Poor (Multiple issues, customer likely frustrated)\n1 – Unacceptable (Neglected, robotic, or disrespectful)\n\n\nOutput Format Requirements:\n\n⚠️ Return output as a pure JSON array, no extra keys, no string wrapping, no markdown, no triple backticks.\n\nDo NOT wrap the JSON in any extra string or code block.\n\n🔁 Only return the array.\n✅ No markdown formatting\n✅ No output: key\n✅ No escaping of quotes\n✅ No explanation\n✅ No wrapping in a string\n\nSample below:\n\n[\n    {\n        \"Response Time\": \"Fast\",\n        \"Clarity of Answers\": \"Confusing\",\n        \"Tone & Behavior\": \"Polite\",\n        \"Urgency Handling\": \"Ignored\",\n        \"Ownership & Accountability\": \"Weak\",\n        \"Did They Solve the Problem?\": \"No\",\n        \"Start Date\": \"2025-07-07\",\n        \"End Date\": \"2025-07-07\",\n        \"Overall Score\": 2\n    }\n]"
        },
        "promptType": "define"
      },
      "typeVersion": 1.8
    },
    {
      "id": "b71a3cfd-e33a-4bbe-8e14-d6b25aed76aa",
      "name": "OpenAI 채팅 모델",
      "type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
      "position": [
        2568,
        340
      ],
      "parameters": {
        "model": {
          "__rl": true,
          "mode": "list",
          "value": "gpt-4o",
          "cachedResultName": "gpt-4o"
        },
        "options": {}
      },
      "credentials": {
        "openAiApi": {
          "id": "CAQP7fWZtZcilByu",
          "name": "Dhruv's OpenAi account"
        }
      },
      "typeVersion": 1.2
    },
    {
      "id": "0dec2602-4e2d-43d4-b494-094f9a3c5e29",
      "name": "분할",
      "type": "n8n-nodes-base.splitOut",
      "position": [
        1380,
        570
      ],
      "parameters": {
        "options": {},
        "fieldToSplitOut": "conversation_parts"
      },
      "typeVersion": 1
    },
    {
      "id": "b5a0fd7a-c73c-44b6-bbda-86daf62dc1aa",
      "name": "코드",
      "type": "n8n-nodes-base.code",
      "position": [
        1600,
        570
      ],
      "parameters": {
        "jsCode": "// Start from items[1], since items[0] only has metadata\nconst conversationParts = items[1].json;\n\nconst output = [];\n\nfor (const key in conversationParts) {\n  const part = conversationParts[key];\n\n  if (part && part.part_type === 'comment') {\n    output.push({\n      json: part,\n      pairedItem: {\n        item: 1, // link to items[1], where the data came from\n      },\n    });\n  }\n}\n\nreturn output;\n"
      },
      "typeVersion": 2,
      "alwaysOutputData": true
    },
    {
      "id": "0ba2ff75-4ee6-4db8-8aef-8d7bbfc56ccd",
      "name": "분할1",
      "type": "n8n-nodes-base.splitOut",
      "position": [
        1820,
        570
      ],
      "parameters": {
        "options": {},
        "fieldToSplitOut": "body, created_at, author.type, author.name, author.email"
      },
      "typeVersion": 1
    },
    {
      "id": "963b2239-32af-4cb0-a130-e3b067b6fe7e",
      "name": "코드1",
      "type": "n8n-nodes-base.code",
      "position": [
        2040,
        570
      ],
      "parameters": {
        "jsCode": "function formatTimestamp(unixTime) {\n  const date = new Date(unixTime * 1000);\n  return date.toISOString().replace('T', ' ').split('.')[0]; // \"YYYY-MM-DD HH:mm:ss\"\n}\n\nlet combinedText = items.map(item => {\n  const body = item.json.body || '';\n  const author = item.json[\"author.name\"] || 'Unknown';\n  const role = item.json[\"author.type\"] || 'unknown';\n  const timestamp = item.json.created_at ? formatTimestamp(item.json.created_at) : 'Unknown time';\n\n  const cleanBody = body.replace(/<[^>]*>/g, '').trim();\n\n  let speaker = 'Unknown';\n  if (role === 'user') {\n    speaker = 'User';\n  } else if (role === 'bot') {\n    speaker = 'Bot';\n  } else if (role === 'admin') {\n    speaker = 'Admin';\n  }\n\n  return `[${timestamp}] ${speaker} (${author}): ${cleanBody}`;\n}).join('\\n\\n');\n\nreturn [\n  {\n    json: {\n      conversation: combinedText\n    }\n  }\n];\n"
      },
      "typeVersion": 2
    },
    {
      "id": "e51d2ee7-fd29-4535-88be-94bbaf5083dd",
      "name": "코드2",
      "type": "n8n-nodes-base.code",
      "position": [
        2856,
        220
      ],
      "parameters": {
        "jsCode": "const raw = $json[\"output\"];\nreturn JSON.parse(raw);\n"
      },
      "typeVersion": 2
    },
    {
      "id": "d15b437b-e2a3-4fcc-a167-7bcc1c1ac8ff",
      "name": "분할2",
      "type": "n8n-nodes-base.splitOut",
      "position": [
        1820,
        170
      ],
      "parameters": {
        "options": {},
        "fieldToSplitOut": "source.body, source.delivered_as, source.author.name, source.author.email, "
      },
      "typeVersion": 1
    },
    {
      "id": "a4d0c944-d7d3-4fa2-8549-24e0895f9ecd",
      "name": "코드3",
      "type": "n8n-nodes-base.code",
      "position": [
        2040,
        170
      ],
      "parameters": {
        "jsCode": "return items.map(item => {\n  const data = item.json;\n\n  // Remove HTML tags from body if needed\n  const plainBody = data[\"source.body\"]\n    ? data[\"source.body\"].replace(/<[^>]*>/g, '').trim()\n    : '';\n\n  const name = data[\"source.author.name\"] || 'Unknown';\n  const email = data[\"source.author.email\"] || 'unknown@example.com';\n\n  return {\n    json: {\n      conversationinitiatied: `${name} (${email}): ${plainBody}`\n    }\n  };\n});\n"
      },
      "typeVersion": 2
    },
    {
      "id": "f8e6b7dc-9a3d-4ffa-ace0-dc2da6dd5534",
      "name": "병합",
      "type": "n8n-nodes-base.merge",
      "position": [
        2260,
        220
      ],
      "parameters": {
        "mode": "combine",
        "options": {},
        "combineBy": "combineByPosition"
      },
      "typeVersion": 3.2
    },
    {
      "id": "9afa1edb-2693-4705-b1af-ac5b56beea2c",
      "name": "AI 에이전트1",
      "type": "@n8n/n8n-nodes-langchain.agent",
      "position": [
        2480,
        620
      ],
      "parameters": {
        "text": "={{ $json.conversation }}",
        "options": {
          "systemMessage": "Analyze the following conversation transcript.\n\nYour tasks:\n\nCount the number of messages sent by each role: Bot, User, and Admin.\n\nIdentify who was the last admin person to send a message (include their name, avoid considering bot or user for the last messsage).\n\n✅ Output the result in the following JSON format:\n\njson\n{\n  {\n    \"Bot\": 10,\n    \"User\": 8,\n    \"Admin\": 5\n  \"last_message_by\":\n    \"name\": \"Kinjal\",\n}\n"
        },
        "promptType": "define"
      },
      "typeVersion": 2
    },
    {
      "id": "e41e5ed9-069b-4a6b-b0d1-e07a628b4be8",
      "name": "OpenAI 채팅 모델1",
      "type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
      "position": [
        2568,
        840
      ],
      "parameters": {
        "model": {
          "__rl": true,
          "mode": "list",
          "value": "gpt-4.1-mini"
        },
        "options": {}
      },
      "credentials": {
        "openAiApi": {
          "id": "W1K5DlnXfMcbyFKe",
          "name": "Raj Bheda's OpenAi account"
        }
      },
      "typeVersion": 1.2
    },
    {
      "id": "7e77f48d-2201-4e87-9426-9e9f0a84460d",
      "name": "병합1",
      "type": "n8n-nodes-base.merge",
      "position": [
        3076,
        420
      ],
      "parameters": {
        "mode": "combine",
        "options": {},
        "combineBy": "combineByPosition"
      },
      "typeVersion": 3.2
    },
    {
      "id": "d1390d6c-d5f7-4789-8751-89bfdf2c11d7",
      "name": "코드5",
      "type": "n8n-nodes-base.code",
      "position": [
        2856,
        620
      ],
      "parameters": {
        "jsCode": "let raw = $json[\"output\"];\n\n// Remove Markdown-style code block if present\nraw = raw.replace(/^```json\\n/, '').replace(/\\n```$/, '');\n\nreturn JSON.parse(raw);\n"
      },
      "typeVersion": 2
    },
    {
      "id": "69277b71-7eb0-444d-9b9b-0f4bc3795811",
      "name": "시트에 행 추가",
      "type": "n8n-nodes-base.googleSheets",
      "position": [
        3296,
        320
      ],
      "parameters": {
        "columns": {
          "value": {
            "Tone": "={{ $json[\"Tone & Behavior\"] }}",
            "Solved": "={{ $json[\"Did They Solve the Problem?\"] }}",
            "Clarity": "={{ $json[\"Clarity of Answers\"] }}",
            "Urgency": "={{ $json[\"Urgency Handling\"] }}",
            "Ownership": "={{ $json[\"Ownership & Accountability\"] }}",
            "#Bot Replies ": "={{ $json.Bot }}",
            "Overall Score": "={{ $json[\"Overall Score\"] }}",
            "Response time": "={{ $json[\"Response Time\"] }}",
            "Conversation ID": "={{ $item(0).$node[\"HTTP Request\"].json[\"id\"] }}",
            "Last Message by": "={{ $json.last_message_by.name }}",
            "Our Replies count": "={{ $json.Admin }}",
            "#User Replies Count": "={{ $json.User }}",
            "Conversation end date": "={{ $json[\"End Date\"] }}",
            "Conversation Start Date": "={{ $json[\"Start Date\"] }}"
          },
          "schema": [
            {
              "id": "Conversation end date",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Conversation end date",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Conversation Start Date",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Conversation Start Date",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Conversation ID",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Conversation ID",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Intercom URL",
              "type": "string",
              "display": true,
              "removed": true,
              "required": false,
              "displayName": "Intercom URL",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Response time",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Response time",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Clarity",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Clarity",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Tone",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Tone",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Urgency",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Urgency",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Ownership",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Ownership",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Solved",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Solved",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Overall Score",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Overall Score",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Time to close (Days)",
              "type": "string",
              "display": true,
              "removed": true,
              "required": false,
              "displayName": "Time to close (Days)",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "#Bot Replies ",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "#Bot Replies ",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "#User Replies Count",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "#User Replies Count",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Our Replies count",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Our Replies count",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            },
            {
              "id": "Last Message by",
              "type": "string",
              "display": true,
              "removed": false,
              "required": false,
              "displayName": "Last Message by",
              "defaultMatch": false,
              "canBeUsedToMatch": true
            }
          ],
          "mappingMode": "defineBelow",
          "matchingColumns": [
            "Conversation Start Date"
          ],
          "attemptToConvertTypes": false,
          "convertFieldsToString": false
        },
        "options": {},
        "operation": "append",
        "sheetName": {
          "__rl": true,
          "mode": "list",
          "value": 1593039064,
          "cachedResultUrl": "https://docs.google.com/spreadsheets/d/1f9VmrRKolmn3PKIyLWy0yVSiTlQ1QbCAz-8E93XzTJM/edit#gid=1593039064",
          "cachedResultName": "AI.Coach"
        },
        "documentId": {
          "__rl": true,
          "mode": "list",
          "value": "1f9VmrRKolmn3PKIyLWy0yVSiTlQ1QbCAz-8E93XzTJM",
          "cachedResultUrl": "https://docs.google.com/spreadsheets/d/1f9VmrRKolmn3PKIyLWy0yVSiTlQ1QbCAz-8E93XzTJM/edit?usp=drivesdk",
          "cachedResultName": "Daily Input Update (DIU) - Customer Support"
        }
      },
      "credentials": {
        "googleSheetsOAuth2Api": {
          "id": "WqAbIK1oyEv92RRM",
          "name": "Dhruv's Google Sheets"
        }
      },
      "typeVersion": 4.6
    },
    {
      "id": "cc12f47b-8421-44da-887d-d096635a8be4",
      "name": "조건문",
      "type": "n8n-nodes-base.if",
      "position": [
        1160,
        420
      ],
      "parameters": {
        "options": {},
        "conditions": {
          "options": {
            "version": 2,
            "leftValue": "",
            "caseSensitive": true,
            "typeValidation": "strict"
          },
          "combinator": "or",
          "conditions": [
            {
              "id": "b7f80639-c3cd-49ae-acbb-0f54d399844a",
              "operator": {
                "name": "filter.operator.equals",
                "type": "string",
                "operation": "equals"
              },
              "leftValue": "={{ $json.custom_attributes.Type }}",
              "rightValue": "Spam/Promotional"
            },
            {
              "id": "344ac3eb-6308-4973-882b-274cee353dac",
              "operator": {
                "name": "filter.operator.equals",
                "type": "string",
                "operation": "equals"
              },
              "leftValue": "={{ $json.custom_attributes.Type }}",
              "rightValue": "Other"
            }
          ]
        }
      },
      "typeVersion": 2.2
    },
    {
      "id": "a86ada21-36c9-46cd-81d4-b3c038311f34",
      "name": "조건문1",
      "type": "n8n-nodes-base.if",
      "position": [
        3296,
        520
      ],
      "parameters": {
        "options": {},
        "conditions": {
          "options": {
            "version": 2,
            "leftValue": "",
            "caseSensitive": true,
            "typeValidation": "strict"
          },
          "combinator": "and",
          "conditions": [
            {
              "id": "ef9a24d9-2cc2-4199-b9e4-2d8d85771b4f",
              "operator": {
                "type": "number",
                "operation": "lte"
              },
              "leftValue": "={{ $json['Overall Score'] }}",
              "rightValue": 3
            }
          ]
        }
      },
      "typeVersion": 2.2
    },
    {
      "id": "86e0be5c-4328-4468-a567-7ba66039ae5a",
      "name": "AI 에이전트2",
      "type": "@n8n/n8n-nodes-langchain.agent",
      "position": [
        3516,
        520
      ],
      "parameters": {
        "text": "={{ $('Merge').item.json.conversationinitiatied }}{{ $('Merge').item.json.conversation }}",
        "options": {
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