# Triage customer support emails with OpenAI and Gmail: n8n workflow

> Started by another system calling it, and works across Gmail and Google Sheets. It hands the judgement calls to OpenAI.

Source: https://millionrounds.com/workflow/triage-customer-support-emails-with-openai-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 customer support emails with OpenAI and Gmail

Started by another system calling it, and works across Gmail and Google Sheets. It hands the judgement calls to OpenAI. 11 steps, 1 branch: a working afternoon to understand properly.

Medium Calls a model: OpenAI

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

**11 steps** Medium: a working afternoon

**1** Branch: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 1 Model 1 Logic 4 Service 5

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

- 1 **When Customer Inquiry Received** Webhook *Starts it*
- 2 **Set Template Configuration** Set *Logic*
- 3 **Set Inquiry Parameters** Set *Logic*
- 4 **OpenAI Support Query** Open Ai *Model*
- 5 **Standardize AI Reply Format** Set *Logic*
- 6 **Check for Escalation** If *Logic*
- 7 **Email Escalation Notice** Gmail *Service*
- 8 **Email Human Support Team** Gmail *Service*
- 9 **Append Escalation to Sheets** Google Sheets *Service*
- 10 **Email AI Reply to Customer** Gmail *Service*
- 11 **Append Normal Inquiry to Sheets** Google Sheets *Service*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 11, with 1 branch
- **Size:** Medium: a working afternoon
- **Connects to:** Gmail, Google Sheets
- **Model:** OpenAI

## Questions

What does it need to run?

An n8n account, plus your own Gmail and Google Sheets accounts, and a key for OpenAI. 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 OpenAI. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Plan an afternoon. 11 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 11 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-with-openai-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)

## Workflows like it

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

- [**Answer Telegram support questions with Google Docs and Claude** 11 steps · calls a model · Google Docs, Google Sheets](https://millionrounds.com/workflow/answer-telegram-support-questions-with-google-docs-and-claud)
- [**Automate FAQ generation from Stack Overflow to Notion** 11 steps · calls a model · Google Sheets, Notion](https://millionrounds.com/workflow/automate-faq-generation-from-stack-overflow-to-notion)
- [**Automated customer support & feedback triage with Gemini** 11 steps · calls a model · Gmail](https://millionrounds.com/workflow/automated-customer-support-and-feedback-triage-with-gemini)
- [**Draft and send AI customer support email replies with Gmail** 11 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/draft-and-send-ai-customer-support-email-replies-with-gmail)
- [**Triage customer complaint emails from Gmail with OpenAI** 11 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/triage-customer-complaint-emails-from-gmail-with-openai)
- [**Triage support emails and draft Gmail replies with OpenAI** 11 steps · calls a model · Gmail, Google Sheets](https://millionrounds.com/workflow/triage-support-emails-and-draft-gmail-replies-with-openai)