# Triage customer inquiries from Gmail and web forms: n8n workflow

> Started by another system calling it, and works across Airtable, Gmail and Slack. It hands the judgement calls to Groq.

Source: https://millionrounds.com/workflow/triage-customer-inquiries-from-gmail-and-web-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 customer inquiries from Gmail and web forms

Started by another system calling it, and works across Airtable, Gmail and Slack. It hands the judgement calls to Groq. 14 steps, 2 branches: a working afternoon to understand properly.

Medium Calls a model: Groq

[Download free](https://millionrounds.com/login?next=%2Fapp%2Fworkflow%2Ftriage-customer-inquiries-from-gmail-and-web-forms)

**14 steps** Medium: a working afternoon

**2** Branches: places the flow splits

**0** Loops or waits

**3** Services it connects to

## The flow

Starts it 2 Model 2 Logic 4 Service 6

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

- 1 **Incoming Gmail Message** Gmail trigger *Starts it*
- 2 **Website Inquiry Received** Webhook *Starts it*
- 3 **Groq LLM** Lm Chat Groq *Model*
- 4 **Parse Gmail Message** Code *Logic*
- 5 **Parse Website Submission** Code *Logic*
- 6 **Draft Inquiry Summary** Agent *Model*
- 7 **Check Gmail Contact** Airtable *Service*
- 8 **Check Website Contact** Airtable *Service*
- 9 **Save Inquiry Record** Airtable *Service*
- 10 **Gmail Contact Exists?** If *Logic*
- 11 **Website Contact Exists?** If *Logic*
- 12 **Alert Team New Inquiry** Slack *Service*
- 13 **Send Duplicate Notice** Slack *Service*
- 14 **Send Thank You Email** Gmail *Service*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 14, with 2 branches
- **Size:** Medium: a working afternoon
- **Connects to:** Airtable, Gmail, Slack
- **Model:** Groq

## Questions

What does it need to run?

An n8n account, plus your own Airtable, Gmail and Slack accounts, and a key for Groq. 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 Groq. Model calls are billed by the provider, not by n8n.

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-customer-inquiries-from-gmail-and-web-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.

- [**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)
- [**Classify support emails and send replies with Claude and Gmail** 14 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/classify-support-emails-and-send-replies-with-claude-and-gma)
- [**Compare iOS and Android review complaints with Apify** 14 steps · calls a model · Apify, Google Sheets](https://millionrounds.com/workflow/compare-ios-and-android-review-complaints-with-apify)
- [**Convert support emails to FAQs and triage issues with Gmail** 14 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/convert-support-emails-to-faqs-and-triage-issues-with-gmail)