# Route omnichannel customer support with Ollama and Postgres: n8n workflow

> Started by another system calling it, and works across Postgres. 20 steps, 3 branches: a working afternoon to understand properly.

Source: https://millionrounds.com/workflow/route-omnichannel-customer-support-with-ollama-and-postgres (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 omnichannel customer support with Ollama and Postgres

Started by another system calling it, and works across Postgres. 20 steps, 3 branches: a working afternoon to understand properly.

Medium

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Froute-omnichannel-customer-support-with-ollama-and-postgres)

**20 steps** Medium: a working afternoon

**3** Branches: places the flow splits

**0** Loops or waits

**1** Service it connects to

## The flow

Starts it 6 Logic 6 Service 8

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

- 1 **Chat inbound** Webhook *Starts it*
- 2 **Email inbound** Webhook *Starts it*
- 3 **Social inbound** Webhook *Starts it*
- 4 **Configure template variables** Set *Logic*
- 5 **Normalize and validate** Code *Logic*
- 6 **Invalid request?** If *Logic*
- 7 **Reject inbound** Respond To Webhook *Starts it*
- 8 **Persist and fetch memory** Postgres *Service*
- 9 **Duplicate event?** If *Logic*
- 10 **Acknowledge duplicate** Respond To Webhook *Starts it*
- 11 **Embed question** Http Request *Service*
- 12 **Retrieve approved knowledge** Postgres *Service*
- 13 **Classify and draft** Http Request *Service*
- 14 **Route and guardrail** Code *Logic*
- 15 **Human handoff?** If *Logic*
- 16 **Create handoff** Postgres *Service*
- 17 **Record outgoing reply** Postgres *Service*
- 18 **Notify human queue** Http Request *Service*
- 19 **Send through channel adapter** Http Request *Service*
- 20 **Acknowledge provider** Respond To Webhook *Starts it*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 20, with 3 branches
- **Size:** Medium: a working afternoon
- **Connects to:** Postgres
- **Model:** None. This is plumbing, not judgement

## Questions

What does it need to run?

An n8n account, plus your own Postgres account. 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?

No. Every step is fixed logic or a call to a service, so it does the same thing every time.

How long does it take to set up?

Plan an afternoon. 20 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 20 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-omnichannel-customer-support-with-ollama-and-postgres)
- **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.

[Postgres](https://millionrounds.com/workflows?service=Postgres#library)

## Workflows like it

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

- [**Auto-reply to FAQs on WhatsApp with Postgres** 22 steps · Postgres, WhatsApp](https://millionrounds.com/workflow/auto-reply-to-faqs-on-whatsapp-with-postgres)
- [**Route AI-powered customer support with Slack and PostgreSQL** 18 steps · Email, Google Sheets](https://millionrounds.com/workflow/route-ai-powered-customer-support-with-slack-and-postgresql)
- [**Send Patient Appointment Reminders with Email and SMS** 18 steps · Airtable, Email](https://millionrounds.com/workflow/send-patient-appointment-reminders-with-email-and-sms)
- [**AI-powered ticket triage with OpenAI and Postgres** 22 steps · calls a model · Postgres, Slack](https://millionrounds.com/workflow/ai-powered-ticket-triage-with-openai-and-postgres)
- [**Build a support knowledge base from historical Gmail emails** 16 steps · calls a model · Gmail, Postgres](https://millionrounds.com/workflow/build-a-support-knowledge-base-from-historical-gmail-emails)
- [**Classify Gmail support emails with a local model and Postgres** 16 steps · calls a model · Gmail, Postgres](https://millionrounds.com/workflow/classify-gmail-support-emails-with-a-local-model-and-postgre)