Automation library · Customer support

Route support messages with OpenAI and Slack

Started by another system calling it. It calls services over plain HTTP rather than through connectors. It hands the judgement calls to OpenAI. 16 steps, 2 loops or waits: a working afternoon to understand properly.

MediumCalls a model: OpenAI

Download free
16 stepsMedium: a working afternoon
0Branches: places the flow splits
2Loops or waits
0Services by connector: it calls them over plain HTTP

The flow

Starts it 3Model 2Logic 7Service 4

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

  1. 1Webhook - New Support MessageWebhookStarts it
  2. 2Poll Support InboxSchedule triggerStarts it
  3. 3Webhook - Human Approval ResponseWebhookStarts it
  4. 4OpenAI Chat ModelLm Chat Open AiModel
  5. 5Normalize Message ContextSetLogic
  6. 6Filter - Approved by Human?FilterLogic
  7. 7AI - Classify and Draft ReplyAgentModel
  8. 8Python - Classify Sensitivity TierCodeLogic
  9. 9Send Reply to CustomerHttp RequestService
  10. 10JS - Parse AI ClassificationCodeLogic
  11. 11Send Slack Reply (if Slack channel)Http RequestService
  12. 12Route - Sensitive or Routine?FilterLogic
  13. 13Wait For ResultWaitLogic
  14. 14Notify Human via SlackHttp RequestService
  15. 15Log to Support Audit SheetHttp RequestService
  16. 16Wait - Human Review WindowWaitLogic

How it's built

Starts on
Another system calling it
Steps
16, 2 loops or waits
Size
Medium: a working afternoon
Connects to
Nothing by connector; it calls services over plain HTTP
Model
OpenAI

Questions

What does it need to run?

An n8n account, 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. 16 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 16 steps before you point it at anything that matters.