Customer Feedback System — Claude Code Agent

An autonomous customer feedback pipeline built with Claude Code and CLAUDE.md. Reads multi-inbox emails, categorizes them with NLP, routes to teams, monitors SLAs, tracks bugs, scores feedback, and generates daily handoff reports — all on a cron schedule.

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What It Does

Step	Action
📥 Ingest	Reads multiple inboxes (support@, bugs@, feedback@) via Gmail MCP
🧠 Categorize	NLP keyword tagging — bugs, billing, features, security, questions
📡 Route	Posts to the right Slack channel with priority score + sentiment
🔁 Deduplicate	Checks resolved responses DB — sends cached reply if match found
⏱️ SLA Monitor	If no action in 24hrs, emails customer + re-pings team
🏆 Leaderboard	Scores product/team feedback weekly
📋 EOD Report	Generates minutes of the day + overwrites Notion handoff doc nightly

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Requirements

• Claude Code installed
• Node.js 18+
• MCP servers configured (see below)
• Notion workspace + Gmail account
• Slack workspace with bot token

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MCP Servers

Add the following to your .mcp.json:

{
  "mcpServers": {
    "gmail": {
      "type": "http",
      "url": "https://gmailmcp.googleapis.com/mcp/v1"
    },
    "slack": {
      "type": "http",
      "url": "https://mcp.slack.com/sse"
    },
    "notion": {
      "type": "http",
      "url": "https://mcp.notion.com/sse"
    },
    "github": {
      "type": "http",
      "url": "https://api.githubcopilot.com/mcp/"
    },
    "pipedream": {
      "type": "http",
      "url": "https://mcp.pipedream.net",
      "note": "Optional — for Outlook, Yahoo, or custom inboxes"
    }
  }
}

Authenticate each server by running:

claude mcp auth <server-name>

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Setup

1. Clone the repo

git clone https://github.com/yourusername/customer-feedback-system
cd customer-feedback-system

2. Configure parameters

Open CLAUDE.md and update the config block at the top:

INBOXES:
  - support@yourcompany.com
  - feedback@yourcompany.com
  - bugs@yourcompany.com

SLA_HOURS: 24
EOD_TIME: "18:00"
COMPANY_NAME: "YourCompany"

HANDOFF_DOC_ID: "your-notion-page-id"
MINUTES_DOC_ID: "your-notion-page-id"
BUG_DB_ID: "your-notion-database-id"
LEADERBOARD_DB_ID: "your-notion-database-id"
RESOLVED_RESPONSES_DB: "your-notion-database-id"

SLACK_CHANNELS:
  engineering: "#eng-tickets"
  product: "#product-feedback"
  billing: "#billing-ops"
  security: "#security-alerts"
  support: "#customer-support"

3. Add cron jobs

# Process inbox every 15 minutes
*/15 * * * *  claude --headless "process inbox" --project /path/to/project

# SLA check every hour
0 * * * *     claude --headless "check SLA breaches" --project /path/to/project

# EOD report at 6pm
0 18 * * *    claude --headless "run EOD report" --project /path/to/project

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Configurable Parameters

Parameter	Default	Description
SLA_HOURS	24	Hours before escalation triggers
EOD_TIME	18:00	Time to run end-of-day jobs
TEAM_ROUTING	See CLAUDE.md	Keywords mapped to teams
DUPLICATE_THRESHOLD	80%	Similarity score for auto-resolution
LEADERBOARD_RESET	Weekly	How often leaderboard resets
AUTO_REPLY_DELAY_MSG	See CLAUDE.md	Customer acknowledgement template
OVERDUE_REPLY_MSG	See CLAUDE.md	SLA breach customer message

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Project Structure

├── CLAUDE.md              # Agent instructions, routing logic, all config
├── .mcp.json              # MCP server definitions
├── .env                   # API keys and secrets (not committed)
├── .env.example           # Template for environment variables
└── README.md

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Guardrails

• Security-tagged emails are never auto-resolved — always routed to a human
• Emails are never sent without being logged first
• Bug history is never overwritten — only status fields update
• Handoff doc is overwritten nightly (not appended)
• Minutes doc is appended nightly (not overwritten)
• If any MCP write fails — retries 3x, then alerts #eng-tickets

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Related Project

This repo is part of a broader CLAUDE.md experiments series. The companion project uses Playwright MCP to automate job applications — controlling Chrome, filtering roles, and submitting forms autonomously.

→ claude-job-agent

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Contributing

PRs welcome — especially for:

• Additional MCP integrations (Zendesk, Intercom, HubSpot)
• Improved NLP categorization prompts
• Multi-language support for email parsing

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License

MIT