# Triage and route support emails with Gemini and Gmail: n8n workflow

> Started by an arriving email, and works across Gmail, Google Sheets and Slack. 14 steps, 1 branch: a working afternoon to understand properly.

Source: https://millionrounds.com/workflow/triage-and-route-support-emails-with-gemini-and-gmail (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 route support emails with Gemini and Gmail

Started by an arriving email, and works across Gmail, Google Sheets and Slack. 14 steps, 1 branch: a working afternoon to understand properly.

Medium

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Ftriage-and-route-support-emails-with-gemini-and-gmail)

**14 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

**3** Services it connects to

## The flow

Starts it 1 Logic 4 Service 9

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

- 1 **Fetch New Support Emails** Gmail trigger *Starts it*
- 2 **Set Configuration** Set *Logic*
- 3 **Build Analysis Prompt** Code *Logic*
- 4 **Analyze Email with Gemini** Http Request *Service*
- 5 **Parse AI Result** Code *Logic*
- 6 **Report Analysis Failure** Slack *Service*
- 7 **Log Ticket to Sheet** Google Sheets *Service*
- 8 **Mark Email as Read** Gmail *Service*
- 9 **Route by Priority** Switch *Logic*
- 10 **Draft Priority Reply** Gmail *Service*
- 11 **Draft Standard Reply** Gmail *Service*
- 12 **Draft Acknowledgement** Gmail *Service*
- 13 **Flag for Manual Review** Slack *Service*
- 14 **Escalate to On-call** Slack *Service*

## How it's built

- **Starts on:** An arriving email
- **Steps:** 14, with 1 branch
- **Size:** Medium: a working afternoon
- **Connects to:** Gmail, Google Sheets, Slack
- **Model:** None. This is plumbing, not judgement

## Questions

What does it need to run?

An n8n account, plus your own Gmail, Google Sheets and Slack accounts. You connect your own accounts after importing it; none are included.

What starts it?

It starts on an arriving email.

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. 14 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 14 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-route-support-emails-with-gemini-and-gmail)
- **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.

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

- [**Multi-channel customer support automation suite with Slack** 14 steps · Email, Slack](https://millionrounds.com/workflow/multi-channel-customer-support-automation-suite-with-slack)
- [**Triage and escalate HubSpot tickets to Jira with Slack SLA** 14 steps · HubSpot, Jira](https://millionrounds.com/workflow/triage-and-escalate-hubspot-tickets-to-jira-with-slack-sla)
- [**Answer WhatsApp FAQs with OpenAI and Google Sheets** 14 steps · calls a model · Google Sheets](https://millionrounds.com/workflow/answer-whatsapp-faqs-with-openai-and-google-sheets)
- [**Answer code of conduct questions in Slack with OpenAI and RAG** 14 steps · calls a model · Google Drive, Slack](https://millionrounds.com/workflow/answer-code-of-conduct-questions-in-slack-with-openai-and-ra)
- [**Automate API FAQ quality testing with OpenAI and Google Sheets** 14 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automate-api-faq-quality-testing-with-openai-and-google-shee)
- [**Automated customer support with OpenAI and Gmail** 14 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automated-customer-support-with-openai-and-gmail)