n8n Telegram Support Triage: Groq Voice/Text AI + Google Sheets

Turn Telegram support into an AI triage pipeline—instantly

This n8n workflow converts incoming Telegram voice notes and text messages into a support-agent experience: it transcribes audio with Groq Whisper, uses Groq LLMs to classify intent, sentiment, and security risk, escalates risky/frustrated cases to a human via Telegram, and logs everything to Google Sheets with Slack error alerts.

What this workflow does

• Listens for new Telegram messages as the trigger.
• Handles voice vs. text: if the message is a voice note, it downloads the audio from Telegram and transcribes it using Groq Whisper. If it’s text, it uses the message text directly. Otherwise, it replies that the message type isn’t supported.
• AI triage with Groq Chat Completions: it sends the transcript to Groq to return a parsed JSON result for intent, sentiment, and security risk.
• Prevents repeat escalations: it checks Google Sheets for a recent escalation lock for the same chat ID (last 30 minutes). If locked, it sends a brief holding reply in Telegram.
• Escalates when needed: if sentiment is frustrated/angry or a security risk is detected, it records/updates the escalation lock in Google Sheets, notifies a human agent in Telegram, and sends the user a Groq TTS voice acknowledgement.
• Resolves normally: if no escalation is required, it routes by intent, generates a tailored response with Groq, replies in Telegram, and appends interaction details to Google Sheets.
• Survives failures: on any Groq or Telegram file-processing error, it posts an alert to Slack, logs the failure to a Google Sheets Errors tab, and sends a fallback message to the user in Telegram.

Use cases

• Automated first-line support for SaaS customers on Telegram (voice + text).
• Fast escalation for angry users and security-risk messages to a human agent.
• Operational logging and observability using Google Sheets + Slack alerts for n8n workflows.

Technical details (nodes / integrations)

• Telegram (trigger, downloads voice notes, replies to users, escalates to humans)
• Groq (Whisper transcription, Chat Completions JSON triage, TTS voice acknowledgements)
• Google Sheets (interaction logs, escalation lock checks, Errors tab)
• Slack (alerts on processing errors)
• n8n nodes: if, code, switch, sticky note