# Triage customer support emails and draft Gmail replies: n8n workflow

> Started by an arriving email, and works across Gmail. It hands the judgement calls to a language model.

Source: https://millionrounds.com/workflow/triage-customer-support-emails-and-draft-gmail-replies (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 support emails and draft Gmail replies

Started by an arriving email, and works across Gmail. It hands the judgement calls to a language model. 9 steps, 1 branch: a working afternoon to understand properly.

Medium Calls a model

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

**9 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

**1** Service it connects to

## The flow

Starts it 1 Model 1 Logic 4 Service 3

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

- 1 **New Email (info@ / support@)** Gmail trigger *Starts it*
- 2 **IONOS Cloud Chat Model** Ionos Cloud Chat Model *Service*
- 3 **Only support@ or info@** Filter *Logic*
- 4 **AI Triage & Draft Reply** Chain Llm *Model*
- 5 **Prepare Email Data** Code *Logic*
- 6 **Parse AI Response** Code *Logic*
- 7 **Route by Category** Switch *Logic*
- 8 **Archive Spam (mark as read)** Gmail *Service*
- 9 **Create Draft Reply** Gmail *Service*

## How it's built

- **Starts on:** An arriving email
- **Steps:** 9, with 1 branch
- **Size:** Medium: a working afternoon
- **Connects to:** Gmail
- **Model:** A language model, family not declared

## Questions

What does it need to run?

An n8n account, plus your own Gmail account, and a key for a language model. You connect your own accounts after importing it; none are included.

What starts it?

It starts on an arriving email.

Does it use AI?

Yes. It calls a language model. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Plan an afternoon. 9 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 9 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-support-emails-and-draft-gmail-replies)
- **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)

## Workflows like it

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

- [**AI-powered Gmail customer support with OpenRouter and Pinecone** 9 steps · calls a model · Gmail, Pinecone](https://millionrounds.com/workflow/ai-powered-gmail-customer-support-with-openrouter-and-pineco)
- [**AI-powered email support router with Gmail and OpenAI** 9 steps · calls a model · Gmail, Slack](https://millionrounds.com/workflow/ai-powered-email-support-router-with-gmail-and-openai)
- [**Automated customer support agent - Gmail + OpenAI + RAG** 9 steps · calls a model · Gmail, Pinecone](https://millionrounds.com/workflow/automated-customer-support-agent-gmail-openai-rag)
- [**Automated email support triage with Gmail and Trello** 9 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/automated-email-support-triage-with-gmail-and-trello)
- [**Create a customer support voice agent with OpenAI** 9 steps · calls a model · Gmail, Google Calendar](https://millionrounds.com/workflow/create-a-customer-support-voice-agent-with-openai)
- [**Extract customer pain points from support forums** 9 steps · calls a model · Gmail](https://millionrounds.com/workflow/extract-customer-pain-points-from-support-forums)