# Triage and escalate tenant complaints from Gmail or forms: n8n workflow

> Started by another system calling it, and works across Airtable, Gmail and Slack. 17 steps, 1 branch, 1 loop or waits: a working afternoon to understand...

Source: https://millionrounds.com/workflow/triage-and-escalate-tenant-complaints-from-gmail-or-forms (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 escalate tenant complaints from Gmail or forms

Started by another system calling it, and works across Airtable, Gmail and Slack. 17 steps, 1 branch, 1 loop or waits: a working afternoon to understand properly.

Medium

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Ftriage-and-escalate-tenant-complaints-from-gmail-or-forms)

**17 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**1** Loop or waits

**3** Services it connects to

## The flow

Starts it 3 Model 1 Logic 6 Service 7

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

- 1 **Schedule Trigger** Schedule trigger *Starts it*
- 2 **Webhook** Webhook *Starts it*
- 3 **Gmail trigger** Gmail trigger *Starts it*
- 4 **Search records** Airtable *Service*
- 5 **Normalise form inputs** Set *Logic*
- 6 **Normalise email inputs** Set *Logic*
- 7 **Loop over tickets** Split In Batches *Logic*
- 8 **Merge inputs** Merge *Logic*
- 9 **SLA breached?** If *Logic*
- 10 **LLM extract & classify** Anthropic *Model*
- 11 **Escalate to FM Management** Slack *Service*
- 12 **Parse LLM output** Code *Logic*
- 13 **Search technician** Airtable *Service*
- 14 **Create work order** Airtable *Service*
- 15 **Send ACK email** Gmail *Service*
- 16 **Update ACK status** Airtable *Service*
- 17 **Send a message** Slack *Service*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 17, with 1 branch, 1 loop or waits
- **Size:** Medium: a working afternoon
- **Connects to:** Airtable, Gmail, Slack
- **Model:** None. This is plumbing, not judgement

## Questions

What does it need to run?

An n8n account, plus your own Airtable, Gmail and Slack accounts. 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. 17 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 17 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-escalate-tenant-complaints-from-gmail-or-forms)
- **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.

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

## Workflows like it

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

- [**Automate Instagram complaint handling with Claude and SLA** 17 steps · Google Sheets, Slack](https://millionrounds.com/workflow/automate-instagram-complaint-handling-with-claude-and-sla)
- [**Route grounded RAG support tickets with Claude and Pinecone** 17 steps · Google Sheets, Slack](https://millionrounds.com/workflow/route-grounded-rag-support-tickets-with-claude-and-pinecone)
- [**Analyze pentest reports and create remediation tickets** 17 steps · calls a model · Slack](https://millionrounds.com/workflow/analyze-pentest-reports-and-create-remediation-tickets)
- [**Analyze support screenshots with UploadToURL and OpenAI** 17 steps · calls a model · Jira, Slack](https://millionrounds.com/workflow/analyze-support-screenshots-with-uploadtourl-and-openai)
- [**Draft customer support email replies with Gmail** 17 steps · calls a model · Gmail, Google Drive](https://millionrounds.com/workflow/draft-customer-support-email-replies-with-gmail)
- [**Handle chat support and escalate unresolved tickets** 17 steps · calls a model · Gmail](https://millionrounds.com/workflow/handle-chat-support-and-escalate-unresolved-tickets)