Automation library · Customer support

Route and triage multi-channel support tickets with OpenAI

Started by another system calling it, and works across Gmail, Google Sheets and Slack. It hands the judgement calls to OpenAI. 23 steps, 6 branches: large, and worth reading before you trust it with anything live.

LargeCalls a model: OpenAI

Download free
23 stepsLarge: read it before trusting it with anything live
6Branches: places the flow splits
0Loops or waits
3Services it connects to

The flow

Starts it 2Model 2Logic 8Service 11

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

  1. 1Inbound Webhook (All Channels)WebhookStarts it
  2. 2SLA Check SchedulerSchedule triggerStarts it
  3. 3Normalize Ticket DataSetLogic
  4. 4Fetch SLA-At-Risk TicketsHttp RequestService
  5. 5AI Triage & ClassificationOpen AiModel
  6. 6SLA Breach CheckIfLogic
  7. 7Parse AI Triage ResultsSetLogic
  8. 8SLA Breach EscalationSlackService
  9. 9Auto-Resolve or Human?IfLogic
  10. 10Escalation CheckIfLogic
  11. 11Check Existing TicketsHttp RequestService
  12. 12WhatsApp or Email?IfLogic
  13. 13Create CRM TicketHttp RequestService
  14. 14Critical Alert to TeamSlackService
  15. 15AI Draft Human ResponseOpen AiModel
  16. 16Duplicate Ticket CheckIfLogic
  17. 17WhatsApp Auto-ReplyHttp RequestService
  18. 18Auto-Reply to CustomerGmailService
  19. 19Log Ticket MetricsGoogle SheetsService
  20. 20Angry Customer CheckIfLogic
  21. 21Route to Team QueueSlackService
  22. 22Mark as Duplicate TicketHttp RequestService
  23. 23Create Escalation TaskHttp RequestService

How it's built

Starts on
Another system calling it
Steps
23, with 6 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 23 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 23 steps before you point it at anything that matters.