Gmail AI Triage Workflow: Draft Replies to Support Emails

Stop manually triaging Gmail support—automatically classify, log, and draft FAQ-based replies

This Gmail AI Triage Workflow monitors your support inbox, uses OpenAI to categorize incoming emails, logs real requests to Google Sheets, alerts urgent complaints to Slack, and creates FAQ-grounded draft replies inside the original Gmail thread (never auto-sent).

What this workflow does

• Polls your Gmail support inbox every minute using “When a Support Email Arrives.”
• Classifies each email with AI by reading the sender, subject, and preview, then sorting into one of four categories: product question, billing issue, urgent complaint, or spam/notification.
• Filters spam and automated notifications so they don’t waste your team’s time.
• Logs non-spam requests as tickets in Google Sheets (Date, From, Subject, Category).
• Sends urgent-complaint alerts to Slack via an incoming webhook the moment an urgent complaint arrives.
• Drafts a reply with AI grounded only in your own FAQ and policies, and saves it as a draft in the original Gmail thread—so a human always reviews and presses Send.

Use cases

• Reduce support backlog for SaaS teams receiving frequent product questions and billing issues.
• Get real-time escalation for urgent complaints so customers never wait for someone to check the inbox.
• Standardize responses by grounding drafts in your FAQ, refund policy, and business hours.
• Keep your inbox clean by filtering out spam/notifications automatically.

Technical details

• n8n workflow nodes include: set, no op, Gmail (trigger + draft creation), sticky note, and an HTTP request for Slack webhook alerts.
• Uses an OpenAI (or compatible) model via the “Support AI Model” credential.
• Google Sheets logging for ticket rows and Gmail draft replies stored back into the original thread.