n8n Customer Support Automation: Gmail, Sheets & Gemini

Turn customer emails into automated, categorized support—instantly

This n8n Customer Support Automation workflow receives customer messages via a webhook, classifies them with Google Gemini, pulls order details from Google Sheets when needed, and sends replies or escalations through Gmail. It also uses OpenRouter to draft concise responses for general inquiries—so your support team spends less time triaging and more time resolving.

What this workflow does

• Receives support requests via a POST webhook (customer name, email, message, and source).
• Normalizes the payload into consistent fields for reliable processing.
• Classifies the message with Google Gemini into one of: complaint, order_status, general_inquiry, or spam.
• Escalates complaints by sending an escalation email via Gmail including customer details and the complaint text.
• Handles order status by extracting an order number, searching the Google Sheets “Customer Orders” spreadsheet (matching columns like “Order Number”, “Status”, and “Tracking Number”), and emailing the customer with the found status—or an “order not found” message.
• Responds to general inquiries using OpenRouter to generate a concise support reply, then sends it back to the customer through Gmail.

Use cases

• SaaS support inbox triage: automatically route complaints, order questions, and general inquiries.
• Order tracking automation: reply with status and tracking details from Google Sheets.
• Reducing support turnaround time by drafting replies while keeping escalation paths for complaints.

Technical details

• Webhook (POST) to receive customer messages.
• if, set, and code nodes for routing and parsing (including order number extraction).
• Google Gemini (PaLM) API for classification.
• Google Sheets OAuth2 for order lookup using configurable spreadsheet ID/tab and column names.
• OpenRouter for drafting concise responses to general inquiries.
• Gmail with OAuth2 to send customer replies and complaint notifications.