n8n Support Ticket RAG: Claude + Google Gemini Webhook

Auto-Answer Support Tickets in n8n with RAG (Claude + Google Gemini)

Turn inbound support questions into faster, safer responses. This n8n Support Ticket RAG workflow receives inquiries via a header-authenticated webhook, masks personal data, retrieves similar past Q&A using Google Gemini embeddings, and uses Anthropic Claude to draft an auto-reply—only when confidence is high.

What this workflow does

• Receives customer inquiries through a webhook and normalizes common PII patterns using masking logic.
• Embeds and searches history: creates a Google Gemini embedding for the new question and queries an in-memory vector store for the most similar learned Q&A.
• Checks similarity confidence using a similarity threshold to decide whether an auto-reply is appropriate.
• Drafts replies with Anthropic Claude using only the retrieved reference Q&A, and blocks the auto-reply if Claude indicates it can’t answer or if the output is unsafe.
• Logs and learns: when auto-answered, it records the masked question, match score, and generated reply to an n8n Data Table and returns the reply to the webhook caller.
• Escalates when needed: if no safe auto-reply is possible, it logs the case as pending and returns a “waiting for staff” response.
• Updates the knowledge base: receives staff answers via a second header-authenticated webhook, applies regex + Claude masking, then adds the masked Q&A to the vector store and updates the case as learned (or marks it for review).

Use cases

• SaaS teams reducing time-to-first-response for common support issues.
• Automation engineers building an n8n RAG support assistant with auditable learning loops.
• Operations workflows where staff-approved answers continuously improve future auto-replies.

Technical details

• Webhook inputs (header-authenticated) for customer inquiries and staff answers
• PII masking with regex + Claude masking pass
• Google Gemini embeddings for retrieval
• In-memory vector store for similarity search
• Anthropic Claude for safe, reference-only reply drafting
• n8n Data Table logging for auto-answered, pending, and learned cases