🎫 Route Facebook Story replies to Slack, Telegram, and Supabase CRM by region

⚡ 6 views · 🎫 Ticket Management & Triage

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Description

Facebook Story Replies → Telegram “Human Required” Routing + Supabase CRM

This workflow automatically captures Facebook Story replies, normalizes incoming webhook payloads, stores them in Supabase, assigns them to the correct regional support team based on UTC time, and sends real-time notifications to Slack and Telegram.

This workflow listens to Facebook Story reply webhooks, converts raw payloads into a clean data structure, saves each reply in Supabase with a pending status, and automatically assigns it to the Asia or Europe support team based on the current UTC time. Once assigned, notifications are sent to Slack and Telegram, ensuring no customer reply is missed.

You receive:

• Real-time Facebook Story reply ingestion
• Automatic support team assignment (Asia / Europe)
• Centralized Supabase storage
• Instant Slack & Telegram notifications
• Alerts for replies outside support hours

Ideal for support teams handling high volumes of social media interactions with strict response-time requirements.

Quick Start – Implementation Steps

1. Add your Facebook Webhook credentials and verify the callback URL.
2. Connect Supabase credentials and confirm the replies table exists.
3. Configure UTC-based time window logic for your support regions.
4. Connect Slack credentials and select the notification channel.
5. Add Telegram Bot Token and target chat ID.
6. Activate the workflow — live reply handling starts instantly.

What It Does

This workflow automates end-to-end handling of Facebook Story replies:

1. Receives Story reply events from Facebook via webhook.
2. Normalizes incoming payloads into a structured format.
3. Stores replies in Supabase with a pending status.
4. Checks current UTC time to identify the active support window.
5. Assigns replies to Asia or Europe support teams.
6. Updates reply status to assigned when routing succeeds.
7. Sends notifications to Slack and Telegram.
8. Raises alerts for replies outside support hours.
9. Logs all actions for auditing and follow-up.

This ensures consistent handling, assignment, and visibility of customer interactions.

Who’s It For

This workflow is ideal for:

• Social media support teams
• Customer success teams
• Digital marketing teams
• E-commerce support operations
• SaaS companies handling Facebook DMs
• Businesses requiring timezone-based support routing

Requirements to Use This Workflow

To run this workflow, you need:

• n8n instance (cloud or self-hosted)
• Facebook App with Webhook access
• Supabase project + API credentials
• Slack workspace with API permissions
• Telegram Bot Token and chat ID
• Basic understanding of JSON payloads and UTC time logic

How It Works

1. Webhook Listener – Receives Facebook Story reply events.
2. Normalize Payload – Converts raw webhook data into a clean format.
3. Save to Supabase – Stores reply with pending status.
4. Time Window Check – Evaluates current UTC time.
5. Assign Support Team – Routes to Asia or Europe team.
6. Update Status – Marks reply as assigned.
7. Send Notifications – Alerts Slack and Telegram.
8. Alert Handling – Flags replies outside support hours.

Setup Steps

1. Import the workflow JSON into your n8n instance.

2. Configure the Facebook Webhook node and verify it with your Facebook App.

3. Connect Supabase credentials and ensure the replies table includes:

   • id
   • platform
   • story_id
   • sender_id
   • sender_name
   • message
   • status
   • assigned_to
   • timestamps

4. Adjust support time windows (UTC) in the IF/Switch node.

5. Connect Slack API credentials and choose the notification channel.

6. Add Telegram Bot Token and chat ID.

7. Test using sample Facebook Story reply payloads.

8. Activate the workflow — production ready.

How To Customize Nodes

Customize Support Hours

Modify the time-check logic node to:

• Change Asia / Europe support windows
• Add additional regions
• Handle weekends or holidays

Customize Supabase Storage

You can extend the table with:

• Response SLA
• Agent name
• Resolution status
• Follow-up notes
• Raw webhook payload

Customize Notifications

Slack & Telegram messages can include:

• Mentions (@channel, @support)
• Emojis for priority
• Direct links to CRM or dashboard
• Highlighted urgent keywords

Customize Assignment Logic

You may:

• Route based on message content
• Assign by priority or keywords
• Add AI-based sentiment classification
• Use round-robin agent assignment

Add-Ons (Optional Enhancements)

You can extend this workflow to:

• Add sentiment analysis (OpenAI)
• Auto-reply with predefined responses
• Create SLA breach alerts
• Integrate with CRM tools
• Generate daily or weekly reports
• Add dashboard visualization in Supabase
• Escalate urgent replies automatically

Use Case Examples

1. Social Media Support Routing

Automatically assign story replies to the correct regional team.

2. SLA Enforcement

Ensure replies are handled within working hours.

3. Multi-Channel Alerts

Notify teams instantly via Slack and Telegram.

4. Centralized Reply Tracking

Store all interactions in Supabase for audits.

5. Scalable Support Automation

Handle growing message volumes without manual routing.

Troubleshooting Guide

Need Help?

If you need help extending this workflow like adding AI analysis, advanced routing logic, CRM integration or scaling it for high-volume social channels, our n8n team at WeblineIndia can assist with enterprise-grade automation solutions.

🔗 Nodes Used

Function, Slack, Webhook, Telegram, Supabase

📥 Import

Download workflow.json and import into n8n: Workflow menu → Import from File

📖 Importing guide · 🔑 Credential setup