# Triage and draft support replies with Anthropic: n8n workflow

> 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...

Source: https://millionrounds.com/workflow/triage-and-draft-support-replies-with-anthropic (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)

# 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.

Large Calls a model: Claude Retrieval

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Ftriage-and-draft-support-replies-with-anthropic)

**31 steps** Large: read it before trusting it with anything live

**3** Branches: places the flow splits

**1** Loop or waits

**1** Service it connects to

## The flow

Starts it 1 Model 11 Logic 16 Service 3

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

- 1 **Ticket Received Webhook** Webhook *Starts it*
- 2 **Set Configuration Fields** Set *Logic*
- 3 **Claude Model for Triage** Lm Chat Anthropic *Model*
- 4 **Parse Triage Schema** Output Parser Structured *Model*
- 5 **Claude Model for Research** Lm Chat Anthropic *Model*
- 6 **Research Memory Buffer** Memory Buffer Window *Model*
- 7 **Search Documents HTTP Request** Tool Http Request *Model*
- 8 **Parse Research Schema** Output Parser Structured *Model*
- 9 **Claude Model for Drafting** Lm Chat Anthropic *Model*
- 10 **Parse Draft Schema** Output Parser Structured *Model*
- 11 **Normalize Ticket Data** Code *Logic*
- 12 **Build Test Ticket Data** Code *Logic*
- 13 **Triage Support Agent** Agent *Model*
- 14 **Documentation Research Agent** Agent *Model*
- 15 **Response Drafting Agent** Agent *Model*
- 16 **Process Triage Results** Code *Logic*
- 17 **Format Research Findings** Code *Logic*
- 18 **Merge Draft with Metadata** Code *Logic*
- 19 **Check for Credentials** If *Logic*
- 20 **Evaluate Auto-Send Safety** If *Logic*
- 21 **Security Hold Code** Code *Logic*
- 22 **Mark for Auto-Send** Code *Logic*
- 23 **Prepare Escalation Request** Code *Logic*
- 24 **Construct Log Row** Code *Logic*
- 25 **Post to Reviewer Webhook** Http Request *Service*
- 26 **Append Log to Sheets** Google Sheets *Service*
- 27 **Await Human Review Decision** Wait *Logic*
- 28 **Identify Documentation Gap** If *Logic*
- 29 **Enact Human Decision** Code *Logic*
- 30 **Create Docs-Gap Note** Code *Logic*
- 31 **Post Docs-Gap Notification** Http Request *Service*

## 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.

## 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%2Ftriage-and-draft-support-replies-with-anthropic)
- **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.

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

## Workflows like it

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

- [**Automated customer support system with Gmail** 31 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automated-customer-support-system-with-gmail)
- [**AI-powered WhatsApp support bot with OpenAI and Gmail** 32 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/ai-powered-whatsapp-support-bot-with-openai-and-gmail)
- [**Answer onboarding questions in Slack with Anthropic** 33 steps · calls a model · Google Sheets, Pinecone](https://millionrounds.com/workflow/answer-onboarding-questions-in-slack-with-anthropic)
- [**Crawl websites & answer questions with OpenAI** 33 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/crawl-websites-and-answer-questions-with-openai)
- [**Voiceflow demo support chatbot with Airtable** 29 steps · Airtable, Google Calendar](https://millionrounds.com/workflow/voiceflow-demo-support-chatbot-with-airtable)
- [**Automate customer support with Slack and CRM** 27 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automate-customer-support-with-slack-and-crm)