n8n Gmail Support Triage: Gemini + Google Sheets Auto-Reply

Instant Gmail support triage: Gemini-powered auto-replies with Google Sheets learning

This n8n workflow automatically reads new incoming Gmail emails, uses Google Gemini to classify them as support requests, answers using a Google Sheets Q&A knowledge base, and escalates uncertain questions to a human expert—then learns from their reply for future automation.

What this workflow does

• Checks Gmail every minute for new incoming messages and triggers on each new email.
• Classifies the email with Gemini and continues only if the message is categorized as a support request.
• Loads your knowledge base from Google Sheets by aggregating existing Q&A entries into a single context payload.
• Matches the customer’s question against the Sheets knowledge base using Gemini:
  • If confidence is high, Gemini generates an HTML reply.
  • If confidence is low, it produces a one-sentence summary for escalation.
• Sends the response back via Gmail to the original sender when an answer is found.
• Escalates to a human expert via Gmail when no suitable answer is found, using a send and wait step for the expert’s free-text reply.
• Converts the new interaction into a reusable Q&A pair with Gemini, appends it to Google Sheets, and re-reads the updated knowledge base for future emails.

Use cases

• SaaS teams automating repetitive support questions (billing, setup, usage) using a growing knowledge base.
• n8n operators reducing ticket load by auto-replying confident answers and escalating ambiguous cases.
• Automation engineers implementing a “learn-from-expert” loop to continuously improve Gmail support triage.

Technical details

• n8n integrations/nodes: Gmail, Google Gemini (AI model nodes), Google Sheets, and control flow nodes such as if, set, no op, aggregate, and sticky note.
• Scheduling/trigger: runs every minute when a new Gmail email is received.
• Credentials needed: Gmail credentials for trigger + replies + “send and wait” expert escalation; a Google Gemini API key from Google AI Studio; Google Sheets credentials.