# Draft customer support email replies with Gmail: n8n workflow

> Started by a clock, and works across Gmail, Google Drive, Google Sheets, Telegram and one other.

Source: https://millionrounds.com/workflow/draft-customer-support-email-replies-with-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)

# Draft customer support email replies with Gmail

Started by a clock, and works across Gmail, Google Drive, Google Sheets, Telegram and one other. It puts OpenAI behind a retrieval step, so answers are drawn from documents you supply rather than from the model alone. 17 steps: a working afternoon to understand properly.

Medium Calls a model: OpenAI Retrieval

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

**17 steps** Medium: a working afternoon

**0** Branches: places the flow splits

**0** Loops or waits

**5** Services it connects to

## The flow

Starts it 3 Model 9 Logic 1 Service 4

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

- 1 **When Testing Workflow** Manual trigger *Starts it*
- 2 **Rebuild KB Daily at 6AM** Schedule trigger *Starts it*
- 3 **Split Document into Chunks** Text Splitter Recursive Character Text Splitter *Model*
- 4 **Embed Knowledge Base Chunks** Embeddings Open Ai *Model*
- 5 **When New Customer Email Arrives** Gmail trigger *Starts it*
- 6 **Utilize GPT-4o-mini AI** Lm Chat Open Ai *Model*
- 7 **Embed Support Query** Embeddings Open Ai *Model*
- 8 **Fetch Knowledge Base Doc** Google Drive *Service*
- 9 **Load Document for Chunking** Document Default Data Loader *Model*
- 10 **Store KB in Memory** Vector Store In Memory *Model*
- 11 **Filter Out Automated Emails** Filter *Logic*
- 12 **AI Draft Customer Reply** Agent *Model*
- 13 **Retrieve KB from Memory** Vector Store In Memory *Model*
- 14 **Draft Reply via Gmail** Gmail *Service*
- 15 **Query Knowledge Base** Tool Vector Store *Model*
- 16 **Notify Draft Completion via Telegram** Telegram *Service*
- 17 **Append to Support Log Sheet** Google Sheets *Service*

## How it's built

- **Starts on:** A clock
- **Steps:** 17
- **Size:** Medium: a working afternoon
- **Connects to:** Gmail, Google Drive, Google Sheets, Telegram, in-memory vectors
- **Model:** OpenAI
- **Retrieval:** Answers are drawn from documents you supply, not from the model alone

## Questions

What does it need to run?

An n8n account, plus your own Gmail, Google Drive, Google Sheets, Telegram and in-memory vectors accounts, and a key for OpenAI. You connect your own accounts after importing it; none are included.

What starts it?

It starts on a clock.

Does it use AI?

Yes. It calls OpenAI. Its answers draw on documents you give it, not on the model alone. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Plan an afternoon. 17 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 17 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%2Fdraft-customer-support-email-replies-with-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 Drive](https://millionrounds.com/workflows?service=Google+Drive#library)[Google Sheets](https://millionrounds.com/workflows?service=Google+Sheets#library)[Telegram](https://millionrounds.com/workflows?service=Telegram#library)[in-memory vectors](https://millionrounds.com/workflows?service=in-memory+vectors#library)

## Workflows like it

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

- [**Answer Instagram FAQ DMs with Gemini and Qdrant** 17 steps · calls a model · Google Drive, Qdrant](https://millionrounds.com/workflow/answer-instagram-faq-dms-with-gemini-and-qdrant)
- [**Handle chat support and escalate unresolved tickets** 17 steps · calls a model · Gmail](https://millionrounds.com/workflow/handle-chat-support-and-escalate-unresolved-tickets)
- [**Route urgent Gmail support emails and WhatsApp digests** 17 steps · calls a model · Gmail, Supabase](https://millionrounds.com/workflow/route-urgent-gmail-support-emails-and-whatsapp-digests)
- [**Triage and route support tickets with Gemini and Jira** 17 steps · calls a model · Gmail, Jira](https://millionrounds.com/workflow/triage-and-route-support-tickets-with-gemini-and-jira)
- [**Automate Instagram complaint handling with Claude and SLA** 17 steps · Google Sheets, Slack](https://millionrounds.com/workflow/automate-instagram-complaint-handling-with-claude-and-sla)
- [**KakaoTalk notification for the government support program** 17 steps · Google Sheets](https://millionrounds.com/workflow/kakaotalk-notification-for-the-government-support-program)