# Automate customer support with Slack and CRM: n8n workflow

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

Source: https://millionrounds.com/workflow/automate-customer-support-with-slack-and-crm (Millionrounds; every figure on the page links to its filing or article)

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

# Automate customer support with Slack and CRM

Started by another system calling it, and works across Gmail, Google Sheets and Slack. It hands the judgement calls to OpenAI. 27 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%2Fautomate-customer-support-with-slack-and-crm)

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

**2** Branches: places the flow splits

**0** Loops or waits

**3** Services it connects to

## The flow

Starts it 1 Model 3 Logic 6 Service 17

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

- 1 **Inbound Trigger (Email/Form/Chat)** Webhook *Starts it*
- 2 **OpenAI Chat Model** Lm Chat Open Ai *Model*
- 3 **Structured Output Parser** Output Parser Structured *Model*
- 4 **Error Handler - Log to DLQ** Http Request *Service*
- 5 **Workflow Configuration** Set *Logic*
- 6 **AI Triage & Summarization Agent** Agent *Model*
- 7 **Extract Customer Data** Set *Logic*
- 8 **Route by Classification** Switch *Logic*
- 9 **Post to Technical Slack** Slack *Service*
- 10 **Post to Billing Slack** Slack *Service*
- 11 **Post to General Slack** Slack *Service*
- 12 **Post to Urgent Slack** Slack *Service*
- 13 **Create CRM Task (Technical)** Http Request *Service*
- 14 **Create CRM Task (Billing)** Http Request *Service*
- 15 **Create CRM Task (General)** Http Request *Service*
- 16 **Create CRM Task (Urgent)** Http Request *Service*
- 17 **Log to Google Sheets (Technical)** Google Sheets *Service*
- 18 **Log to Google Sheets (Billing)** Google Sheets *Service*
- 19 **Log to Google Sheets (General)** Google Sheets *Service*
- 20 **Log to Google Sheets (Urgent)** Google Sheets *Service*
- 21 **Check Urgency for SLA** If *Logic*
- 22 **Generate Reference Number** Code *Logic*
- 23 **Prepare Auto-Reply Email Data** Set *Logic*
- 24 **Send Auto-Reply via Gmail** Gmail *Service*
- 25 **Retry Auto-Reply (Attempt 1)** Http Request *Service*
- 26 **Retry Auto-Reply (Attempt 2)** Http Request *Service*
- 27 **Log Failed Auto-Reply to DLQ** Http Request *Service*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 27, with 2 branches
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Gmail, Google Sheets, Slack
- **Model:** OpenAI

## Questions

What does it need to run?

An n8n account, plus your own Gmail, Google Sheets and Slack 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 27 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 27 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%2Fautomate-customer-support-with-slack-and-crm)
- **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)[Google Sheets](https://millionrounds.com/workflows?service=Google+Sheets#library)[Slack](https://millionrounds.com/workflows?service=Slack#library)

## Workflows like it

Also customer support, with the same services where possible, closest in size first.

- [**Email sorting & drafting for customer support with Gemini** 26 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/email-sorting-and-drafting-for-customer-support-with-gemini)
- [**Run a WhatsApp customer support chatbot with OpenWA and OpenAI** 26 steps · calls a model · Gmail, Google Drive](https://millionrounds.com/workflow/run-a-whatsapp-customer-support-chatbot-with-openwa-and-open)
- [**Answer Slack knowledge questions with Notion and Google Drive** 25 steps · calls a model · Google Drive, Notion](https://millionrounds.com/workflow/answer-slack-knowledge-questions-with-notion-and-google-driv)
- [**Answer Telegram data questions with DeepSeek and Open-Meteo** 25 steps · calls a model · Google Sheets, Telegram](https://millionrounds.com/workflow/answer-telegram-data-questions-with-deepseek-and-open-meteo)
- [**Automate customer support issue resolution with OpenAI** 29 steps · calls a model · Jira, Notion](https://millionrounds.com/workflow/automate-customer-support-issue-resolution-with-openai)
- [**Chatbot for customer support and appointment scheduling** 25 steps · calls a model · Google Calendar, Google Sheets](https://millionrounds.com/workflow/chatbot-for-customer-support-and-appointment-scheduling)