Automation library · Customer support

Route customer support chats with OpenAI and Slack

Started by another system calling it, and works across Google Sheets and Slack. It hands the judgement calls to OpenAI. 13 steps, 1 branch: a working afternoon to understand properly.

MediumCalls a model: OpenAI

Download free
13 stepsMedium: a working afternoon
1Branch: places the flow splits
0Loops or waits
2Services it connects to

The flow

Starts it 2Model 1Logic 4Service 6

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

  1. 1Webhook - Incoming Customer MessageWebhookStarts it
  2. 2Error Trigger - Catch All FailuresError triggerStarts it
  3. 3Normalize and Prepare Input DataCodeLogic
  4. 4Send Error Alert to SlackSlackService
  5. 5Send Fallback Message to CustomerHttp RequestService
  6. 6Classify Intent, Generate Response, Score Confidence, Detect SentimentOpen AiModel
  7. 7Parse and Validate AI OutputCodeLogic
  8. 8Route: AI Responds or Human HandoffIfLogic
  9. 9Send AI Response to CustomerHttp RequestService
  10. 10Send Handoff Alert to Slack with Full ContextSlackService
  11. 11Prepare Log EntryCodeLogic
  12. 12Send Holding Message to CustomerHttp RequestService
  13. 13Log Interaction to Google SheetsGoogle SheetsService

How it's built

Starts on
Another system calling it
Steps
13, with 1 branch
Size
Medium: a working afternoon
Connects to
Google Sheets, Slack
Model
OpenAI

Questions

What does it need to run?

An n8n account, plus your own 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?

Plan an afternoon. 13 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 13 steps before you point it at anything that matters.