Automation library · Customer support

Triage and draft support replies with Anthropic

Started by another system calling it, and works across Google Sheets. It puts Claude behind a retrieval step, so answers are drawn from documents you supply rather than from the model alone. 31 steps, 3 branches, 1 loop or waits: large, and worth reading before you trust it with anything live.

LargeCalls a model: ClaudeRetrieval

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31 stepsLarge: read it before trusting it with anything live
3Branches: places the flow splits
1Loop or waits
1Service it connects to

The flow

Starts it 1Model 11Logic 16Service 3

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

  1. 1Ticket Received WebhookWebhookStarts it
  2. 2Set Configuration FieldsSetLogic
  3. 3Claude Model for TriageLm Chat AnthropicModel
  4. 4Parse Triage SchemaOutput Parser StructuredModel
  5. 5Claude Model for ResearchLm Chat AnthropicModel
  6. 6Research Memory BufferMemory Buffer WindowModel
  7. 7Search Documents HTTP RequestTool Http RequestModel
  8. 8Parse Research SchemaOutput Parser StructuredModel
  9. 9Claude Model for DraftingLm Chat AnthropicModel
  10. 10Parse Draft SchemaOutput Parser StructuredModel
  11. 11Normalize Ticket DataCodeLogic
  12. 12Build Test Ticket DataCodeLogic
  13. 13Triage Support AgentAgentModel
  14. 14Documentation Research AgentAgentModel
  15. 15Response Drafting AgentAgentModel
  16. 16Process Triage ResultsCodeLogic
  17. 17Format Research FindingsCodeLogic
  18. 18Merge Draft with MetadataCodeLogic
  19. 19Check for CredentialsIfLogic
  20. 20Evaluate Auto-Send SafetyIfLogic
  21. 21Security Hold CodeCodeLogic
  22. 22Mark for Auto-SendCodeLogic
  23. 23Prepare Escalation RequestCodeLogic
  24. 24Construct Log RowCodeLogic
  25. 25Post to Reviewer WebhookHttp RequestService
  26. 26Append Log to SheetsGoogle SheetsService
  27. 27Await Human Review DecisionWaitLogic
  28. 28Identify Documentation GapIfLogic
  29. 29Enact Human DecisionCodeLogic
  30. 30Create Docs-Gap NoteCodeLogic
  31. 31Post Docs-Gap NotificationHttp RequestService

How it's built

Starts on
Another system calling it
Steps
31, with 3 branches, 1 loop or waits
Size
Large: read it before trusting it with anything live
Connects to
Google Sheets
Model
Claude
Retrieval
Answers are drawn from documents you supply, not from the model alone

Questions

What does it need to run?

An n8n account, plus your own Google Sheets account, and a key for Claude. 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 Claude. Its answers draw on documents you give it, not on the model alone. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Take your time. At 31 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 31 steps before you point it at anything that matters.