# Automated customer support with OpenAI and Gmail: n8n workflow

> Started by a change in a Google Sheet, and works across Gmail, Google Sheets and Slack. It hands the judgement calls to OpenAI.

Source: https://millionrounds.com/workflow/automated-customer-support-with-openai-and-gmail (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)

# Automated customer support with OpenAI and Gmail

Started by a change in a Google Sheet, and works across Gmail, Google Sheets and Slack. It hands the judgement calls to OpenAI. 14 steps, 2 branches: a working afternoon to understand properly.

Medium Calls a model: OpenAI

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Fautomated-customer-support-with-openai-and-gmail)

**14 steps** Medium: a working afternoon

**2** Branches: places the flow splits

**0** Loops or waits

**3** Services it connects to

## The flow

Starts it 1 Model 4 Logic 6 Service 3

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

- 1 **Google Form Responses Trigger** Google Sheets trigger *Starts it*
- 2 **Map Form Column Names** Set *Logic*
- 3 **Analyze with AI Triage** Open Ai *Model*
- 4 **Parse AI Analysis Results** Code *Logic*
- 5 **Route by Priority Level** Switch *Logic*
- 6 **Generate Urgent Response** Open Ai *Model*
- 7 **Generate Standard Response** Open Ai *Model*
- 8 **Generate Friendly Response** Open Ai *Model*
- 9 **Extract Email Subject and Body** Code *Logic*
- 10 **Send Auto-Reply via Gmail** Gmail *Service*
- 11 **Prepare Data for Tracking** Set *Logic*
- 12 **Is High Priority?** If *Logic*
- 13 **Alert Team on Slack** Slack *Service*
- 14 **Log to Tracking Sheet** Google Sheets *Service*

## How it's built

- **Starts on:** A change in a Google Sheet
- **Steps:** 14, with 2 branches
- **Size:** Medium: a working afternoon
- **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 a change in a Google Sheet.

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?

Plan an afternoon. 14 steps is enough that you should read each one before running it.

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 14 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%2Fautomated-customer-support-with-openai-and-gmail)
- **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.

- [**Answer WhatsApp FAQs with OpenAI and Google Sheets** 14 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/answer-whatsapp-faqs-with-openai-and-google-sheets)
- [**Answer code of conduct questions in Slack with OpenAI and RAG** 14 steps · calls a model · Google Drive, Slack](https://millionrounds.com/workflow/answer-code-of-conduct-questions-in-slack-with-openai-and-ra)
- [**Automate API FAQ quality testing with OpenAI and Google Sheets** 14 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automate-api-faq-quality-testing-with-openai-and-google-shee)
- [**Classify support emails and send replies with Claude and Gmail** 14 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/classify-support-emails-and-send-replies-with-claude-and-gma)
- [**Compare iOS and Android review complaints with Apify** 14 steps · calls a model · Apify, Google Sheets](https://millionrounds.com/workflow/compare-ios-and-android-review-complaints-with-apify)
- [**Convert support emails to FAQs and triage issues with Gmail** 14 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/convert-support-emails-to-faqs-and-triage-issues-with-gmail)