# Route customer support requests to AI specialists: n8n workflow

> Started by another system calling it. It calls services over plain HTTP rather than through connectors. It hands the judgement calls to OpenRouter.

Source: https://millionrounds.com/workflow/route-customer-support-requests-to-ai-specialists (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)

# Route customer support requests to AI specialists

Started by another system calling it. It calls services over plain HTTP rather than through connectors. It hands the judgement calls to OpenRouter. 14 steps, 1 branch: a working afternoon to understand properly.

Medium Calls a model: OpenRouter

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Froute-customer-support-requests-to-ai-specialists)

**14 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

**0** Services by connector: it calls them over plain HTTP

## The flow

Starts it 2 Model 8 Logic 4

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

- 1 **Webhook - Customer Request** Webhook *Starts it*
- 2 **OpenRouter Chat Model** Lm Chat Open Router *Model*
- 3 **OpenRouter Chat Model1** Lm Chat Open Router *Model*
- 4 **OpenRouter Chat Model2** Lm Chat Open Router *Model*
- 5 **OpenRouter Chat Model3** Lm Chat Open Router *Model*
- 6 **Normalize Request** Code *Logic*
- 7 **Orchestrator Agent** Agent *Model*
- 8 **Billing_Specialist** Agent Tool *Model*
- 9 **Technical_Specialist** Agent Tool *Model*
- 10 **Account_Specialist** Agent Tool *Model*
- 11 **Parse Final Response** Code *Logic*
- 12 **Orchestrator Succeeded?** If *Logic*
- 13 **Respond to Customer** Respond To Webhook *Starts it*
- 14 **Escalate to Human** Code *Logic*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 14, with 1 branch
- **Size:** Medium: a working afternoon
- **Connects to:** Nothing by connector; it calls services over plain HTTP
- **Model:** OpenRouter

## Questions

What does it need to run?

An n8n account, and a key for OpenRouter. 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 OpenRouter. 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%2Froute-customer-support-requests-to-ai-specialists)
- **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.

## Workflows like it

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

- [**AI customer support agent - never sleep, never miss a customer** 14 steps · calls a model · Email, Notion](https://millionrounds.com/workflow/ai-customer-support-agent-never-sleep-never-miss-a-customer)
- [**Airbnb Telegram agent - AI-powered accommodation search** 14 steps · calls a model · Telegram](https://millionrounds.com/workflow/airbnb-telegram-agent-ai-powered-accommodation-search)
- [**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 WhatsApp questions from PDF documents with RAG** 14 steps · calls a model · Google Drive, Pinecone](https://millionrounds.com/workflow/answer-whatsapp-questions-from-pdf-documents-with-rag)
- [**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)
- [**Answer procurement policy questions with Google Drive** 14 steps · calls a model](https://millionrounds.com/workflow/answer-procurement-policy-questions-with-google-drive)