Sales, Marketing & SupportDone with n8n
Triage support emails and draft replies for human review
An n8n workflow classifies, prioritizes and summarizes each support email, drafts a reply and posts it to Slack for a person to send.
- What They Did
- A five-node n8n workflow polls Gmail for new support emails. Each one goes to an OpenAI-compatible model (gpt-4o-mini in the shared JSON), which returns a category, an urgency, a one-sentence summary and a 3-5 sentence draft reply. The results are logged to a Google Sheet and posted to Slack. A person reviews the draft and sends it, since the author kept sending manual on purpose.
- How It Went
- The author says it takes about 20 minutes to wire up and that the drafts are good. No volume or time-saved figures are given. Commenters found bugs: one email per poll is processed, and the sender shows as an object.
- Worth Knowing
- Before production, fix the Code node so it handles every email in a poll (it uses .first()), use from.text for the sender, and add JSON parse error handling and a spam filter.
Try it yourself with n8n
Build an n8n workflow that watches [support inbox] and, for each new email, classifies the topic, assigns a priority of low, medium or high, and writes a two-line summary. Have it draft a reply using [link to FAQ or policies] and post the summary and draft to [Slack channel] for a person to review. It must never send the reply itself; you're done when a test email produces a Slack post I can approve.