# Triage support emails with EmailConnect and Notion KB: n8n workflow

> Started by another system calling it, and works across Email and Notion. It puts OpenRouter behind a retrieval step, so answers are drawn from documents you...

Source: https://millionrounds.com/workflow/triage-support-emails-with-emailconnect-and-notion-kb (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 support emails with EmailConnect and Notion KB

Started by another system calling it, and works across Email and Notion. It puts OpenRouter behind a retrieval step, so answers are drawn from documents you supply rather than from the model alone. 21 steps, 2 branches: large, and worth reading before you trust it with anything live.

Large Calls a model: OpenRouter Retrieval

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

**21 steps** Large: read it before trusting it with anything live

**2** Branches: places the flow splits

**0** Loops or waits

**2** Services it connects to

## The flow

Starts it 1 Model 11 Logic 5 Service 4

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

- 1 **When Email Received** Webhook *Starts it*
- 2 **OpenRouter Chat Model** Lm Chat Open Router *Model*
- 3 **OpenRouter Chat Model2** Lm Chat Open Router *Model*
- 4 **Simple Memory1** Memory Buffer Window *Model*
- 5 **Structured Output Parser1** Output Parser Structured *Model*
- 6 **OpenRouter Chat Model1** Lm Chat Open Router *Model*
- 7 **Simple Memory** Memory Buffer Window *Model*
- 8 **Structured Output Parser** Output Parser Structured *Model*
- 9 **Simple Memory3** Memory Buffer Window *Model*
- 10 **Check if spam** If *Logic*
- 11 **Find Best Match** Agent *Model*
- 12 **Draft escalation** Agent *Model*
- 13 **Draft answer** Agent *Model*
- 14 **Stop processing** No Op *Logic*
- 15 **Get All KB Questions** Notion *Service*
- 16 **Get answer** Code *Logic*
- 17 **Inform need for escalation to sender** Email Send *Service*
- 18 **Send answer email to sender** Email Send *Service*
- 19 **Format KB data** Code *Logic*
- 20 **If** If *Logic*
- 21 **Send escalation to human** Email Send *Service*

## How it's built

- **Starts on:** Another system calling it
- **Steps:** 21, with 2 branches
- **Size:** Large: read it before trusting it with anything live
- **Connects to:** Email, Notion
- **Model:** OpenRouter
- **Retrieval:** Answers are drawn from documents you supply, not from the model alone

## Questions

What does it need to run?

An n8n account, plus your own Email and Notion accounts, and a key for OpenRouter. 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 OpenRouter. Its answers draw on documents you give it, not on the model alone. Model calls are billed by the provider, not by n8n.

How long does it take to set up?

Take your time. At 21 steps it is large: read it before trusting it with anything live.

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 21 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-support-emails-with-emailconnect-and-notion-kb)
- **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.

[Email](https://millionrounds.com/workflows?service=Email#library)[Notion](https://millionrounds.com/workflows?service=Notion#library)

## Workflows like it

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

- [**Create business partner in SAP from Jira service desk request** 22 steps · calls a model · Email, Jira](https://millionrounds.com/workflow/create-business-partner-in-sap-from-jira-service-desk-reques)
- [**Handle omni-channel customer support with OpenRouter** 20 steps · calls a model · Email, n8n data table](https://millionrounds.com/workflow/handle-omni-channel-customer-support-with-openrouter)
- [**Create Linear tickets from Notion content with OpenAI** 19 steps · calls a model · Linear, Notion](https://millionrounds.com/workflow/create-linear-tickets-from-notion-content-with-openai)
- [**Draft grounded Gmail support replies from a Notion KB** 23 steps · calls a model · Gmail, Notion](https://millionrounds.com/workflow/draft-grounded-gmail-support-replies-from-a-notion-kb)
- [**Smart chat routing system with Gemini and Notion** 19 steps · calls a model · Notion](https://millionrounds.com/workflow/smart-chat-routing-system-with-gemini-and-notion)
- [**Route AI-powered customer support with Slack and PostgreSQL** 18 steps · Email, Google Sheets](https://millionrounds.com/workflow/route-ai-powered-customer-support-with-slack-and-postgresql)