# AI-powered multi-channel customer journey with SMS and OpenAI: n8n workflow

> Started by another system calling it, and works across Gmail and Twilio. It hands the judgement calls to OpenAI.

Source: https://millionrounds.com/workflow/ai-powered-multi-channel-customer-journey-with-sms-and-opena (Millionrounds; every figure on the page links to its filing or article)

[Automation library](https://millionrounds.com/workflows) · [AI assistants](https://millionrounds.com/workflows?category=AI+assistants#library)

# AI-powered multi-channel customer journey with SMS and OpenAI

Started by another system calling it, and works across Gmail and Twilio. It hands the judgement calls to OpenAI. 24 steps, 2 branches: large, and worth reading before you trust it with anything live.

Large Calls a model: OpenAI

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fai-powered-multi-channel-customer-journey-with-sms-and-opena)

**24 steps** Large: read it before trusting it with anything live

**2** Branches: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 2 Model 6 Logic 6 Service 10

The steps in the order they run, from what starts it.

- 1 **Touchpoint Event Webhook** Webhook *Starts it*
- 2 **Journey Optimization Schedule** Schedule trigger *Starts it*
- 3 **OpenAI Model - State Builder** Lm Chat Open Ai *Model*
- 4 **Customer State Schema** Output Parser Structured *Model*
- 5 **OpenAI Model - Optimizer** Lm Chat Open Ai *Model*
- 6 **Journey Action Schema** Output Parser Structured *Model*
- 7 **Workflow Configuration** Set *Logic*
- 8 **Fetch Performance Data** Http Request *Service*
- 9 **Customer State Builder AI** Agent *Model*
- 10 **Journey Optimizer AI** Agent *Model*
- 11 **Fetch CRM Data** Http Request *Service*
- 12 **Fetch Email History** Http Request *Service*
- 13 **Fetch Chat History** Http Request *Service*
- 14 **Fetch Purchase History** Http Request *Service*
- 15 **Aggregate Journey Results** Aggregate *Logic*
- 16 **Journey Stage Router** Switch *Logic*
- 17 **Save Customer State to Database** Http Request *Service*
- 18 **Action Type Router** Switch *Logic*
- 19 **Merge Customer Data** Merge *Logic*
- 20 **Update Customer State** Set *Logic*
- 21 **Send Email Campaign** Gmail *Service*
- 22 **Send SMS Campaign** Twilio *Service*
- 23 **Create Retargeting Campaign** Google Ads *Service*
- 24 **Log Performance Metrics** Http Request *Service*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 24, with 2 branches
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Gmail, Twilio
- **Model:** OpenAI

## Questions

What does it need to run?

An n8n account, plus your own Gmail and Twilio accounts, and a key for OpenAI. You connect your own accounts after importing it; none are included.

What starts it?

It starts on another system calling it.

Does it use AI?

Yes. It calls OpenAI. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Take your time. At 24 steps it is large: read it before trusting it with anything live.

How do I import it?

Copy the workflow, open a new workflow in n8n and paste. The steps appear on the canvas, ready for your own accounts.

**Before you run it**

Nothing here has been tested by us. It is somebody's working automation, read and described from its own steps. Treat the connections it wants as a list of accounts it will touch, and read the 24 steps before you point it at anything that matters.

## Run it in n8n

- **Create your n8n account** Free to start. n8n is where the workflow runs. [Create an n8n account ↗](https://millionrounds.com/n8n)
- **Download the workflow** Free with a Millionrounds account. [Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fai-powered-multi-channel-customer-journey-with-sms-and-opena)
- **Paste it into n8n** Open a new workflow in n8n and paste. Then connect your own accounts.

Stored with the author's traces removed: canvas notes, instance identifiers, saved credential names and any live document they had left behind.

## Connects to

Each opens the other workflows that use it.

[Gmail](https://millionrounds.com/workflows?service=Gmail#library)[Twilio](https://millionrounds.com/workflows?service=Twilio#library)

## Workflows like it

Also ai assistants, with the same services where possible, closest in size first.

- [**GPT-4.1 mini-powered learning management automation** 24 steps · calls a model · Gmail](https://millionrounds.com/workflow/gpt-4-1-mini-powered-learning-management-automation)
- [**AI inbox assistant with OpenAI and Gmail** 25 steps · calls a model · Gmail, Google Drive](https://millionrounds.com/workflow/ai-inbox-assistant-with-openai-and-gmail)
- [**Automate Job applications with Gemini and OpenAI** 25 steps · calls a model · Gmail](https://millionrounds.com/workflow/automate-job-applications-with-gemini-and-openai)
- [**Build a multi-agent system with Qdrant and Gmail** 23 steps · calls a model · Gmail, Google Drive](https://millionrounds.com/workflow/build-a-multi-agent-system-with-qdrant-and-gmail)
- [**Turn your portfolio into an AI assistant with OpenAI** 25 steps · calls a model · Gmail, Google Drive](https://millionrounds.com/workflow/turn-your-portfolio-into-an-ai-assistant-with-openai)
- [**Update Amazon transaction memos in YNAB with Gmail** 23 steps · calls a model · Gmail](https://millionrounds.com/workflow/update-amazon-transaction-memos-in-ynab-with-gmail)