{ "edges": [ { "to": "30e00c27-ef12-4109-b11b-6a702ca7582a", "from": "403b014d-7f34-48f6-a183-c6df88837c98", "toPort": "0", "fromPort": "0" }, { "to": "30e00c27-ef12-4109-b11b-6a702ca7582a", "from": "34e67a76-000c-46ae-9579-c888de7f9a56", "toPort": "0", "fromPort": "0" }, { "to": "ad782560-9321-4346-88aa-ae510ea65ad9", "from": "9b9d3fcd-8e3c-475c-a8fd-77a4baa07f6e", "toPort": "0", "fromPort": "ai_languageModel" }, { "to": "fd566078-162c-4dc6-b443-3c4e69376821", "from": "ad782560-9321-4346-88aa-ae510ea65ad9", "toPort": "0", "fromPort": "0" }, { "to": "50535aff-4d4f-4656-b39a-ca671143764f", "from": "fd566078-162c-4dc6-b443-3c4e69376821", "toPort": "0", "fromPort": "0" }, { "to": "b395a161-0234-4725-a4bf-b0537bec7422", "from": "fd566078-162c-4dc6-b443-3c4e69376821", "toPort": "0", "fromPort": "0" }, { "to": "de10bf4f-00ae-4447-af25-5437df28124a", "from": "fd566078-162c-4dc6-b443-3c4e69376821", "toPort": "0", "fromPort": "0" }, { "to": "ad782560-9321-4346-88aa-ae510ea65ad9", "from": "30e00c27-ef12-4109-b11b-6a702ca7582a", "toPort": "0", "fromPort": "0" } ], "nodes": [ { "id": "b395a161-0234-4725-a4bf-b0537bec7422", "name": "Records", "type": "integration", "params": { "columns": { "value": { "name": "={{ $('Normalize Channel Inputs').item.json.name }}", "time": "={{ $json.receivedAt }}", "issue": "={{ $('Normalize Channel Inputs').item.json.subject }}", "E-mail": "={{ $('Normalize Channel Inputs').item.json.email }}", "drafted solution": "={{ $json.auto_reply_draft }}" }, "schema": [ { "id": "name", "type": "string", "display": true, "required": false, "displayName": "name", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "E-mail", "type": "string", "display": true, "required": false, "displayName": "E-mail", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "issue", "type": "string", "display": true, "required": false, "displayName": "issue", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "drafted solution", "type": "string", "display": true, "required": false, "displayName": "drafted solution", "defaultMatch": false, "canBeUsedToMatch": true }, { "id": "time", "type": "string", "display": true, "required": false, "displayName": "time", "defaultMatch": false, "canBeUsedToMatch": true } ], "mappingMode": "defineBelow", "matchingColumns": [], "attemptToConvertTypes": false, "convertFieldsToString": false }, "options": {}, "service": "googleSheets", "operation": "append", "sheetName": { "__rl": true, "mode": "list", "value": "gid=0", "cachedResultUrl": "https://docs.google.com/spreadsheets/d/17AxsE2AA4qcUDu6TL5pzy-UPssAp0kTbE5Atdkvlku4/edit#gid=0", "cachedResultName": "Sheet1" }, "documentId": { "__rl": true, "mode": "list", "value": "17AxsE2AA4qcUDu6TL5pzy-UPssAp0kTbE5Atdkvlku4", "cachedResultUrl": "https://docs.google.com/spreadsheets/d/17AxsE2AA4qcUDu6TL5pzy-UPssAp0kTbE5Atdkvlku4/edit?usp=drivesdk", "cachedResultName": "csx" } }, "position": [ 1696, 128 ] }, { "id": "ad782560-9321-4346-88aa-ae510ea65ad9", "name": "AI Agent – Triage", "type": "llm", "params": { "text": "=Analyze the following support ticket and return ONLY a valid JSON object.\n\nTicket ID: {{ $json.ticketId }}\nSource Channel: {{ $json.channel }}\nCustomer Name: {{ $json.name }}\nCustomer Email: {{ $json.email }}\nPhone: {{ $json.phone || 'Not provided' }}\nSubject / Issue Category: {{ $json.subject }}\nMessage: {{ $json.message }}\nReceived At: {{ $json.receivedAt }}", "prompt": "=Analyze the following support ticket and return ONLY a valid JSON object.\n\nTicket ID: {{ $json.ticketId }}\nSource Channel: {{ $json.channel }}\nCustomer Name: {{ $json.name }}\nCustomer Email: {{ $json.email }}\nPhone: {{ $json.phone || 'Not provided' }}\nSubject / Issue Category: {{ $json.subject }}\nMessage: {{ $json.message }}\nReceived At: {{ $json.receivedAt }}", "options": { "systemMessage": "You are a customer support triage specialist. Analyze support tickets and return a structured JSON response.\n\nCLASSIFICATION RULES:\n\nTOPIC (choose one):\n- billing: payment, invoice, charge, subscription, pricing\n- technical: bug, error, not working, integration, crash, slow\n- shipping: delivery, tracking, lost, damaged, delay\n- refund: return, money back, cancellation, chargeback\n- account: login, password, access, profile, verification\n- general: anything else\n\nURGENCY (choose one):\n- critical: service down, payment failed, data loss, legal threat, security breach\n- high: major issue blocking the customer, cannot use the product\n- medium: important but not blocking, needs response within 24 hours\n- low: general question, feedback, minor inconvenience\n\nSENTIMENT (choose one):\n- angry: hostile, aggressive, threatening language\n- frustrated: unhappy but not aggressive, clearly dissatisfied\n- neutral: calm, factual, no emotional charge\n- satisfied: positive despite having an issue\n\nTEAM ROUTING:\n- billing_team: billing or refund topics\n- tech_support: technical topics\n- logistics: shipping topics\n- customer_success: account or general topics\n\nRETURN EXACTLY this JSON structure with no markdown, no code fences, no extra text:\n{\n \"topic\": \"\",\n \"urgency\": \"\",\n \"sentiment\": \"\",\n \"summary\": \"<1-2 sentence summary of the customer issue, written in third person>\",\n \"suggested_team\": \"\",\n \"auto_reply_draft\": \"\"\n}" }, "provider": "openai", "promptType": "define", "approximated": true, "systemMessage": "You are a customer support triage specialist. Analyze support tickets and return a structured JSON response.\n\nCLASSIFICATION RULES:\n\nTOPIC (choose one):\n- billing: payment, invoice, charge, subscription, pricing\n- technical: bug, error, not working, integration, crash, slow\n- shipping: delivery, tracking, lost, damaged, delay\n- refund: return, money back, cancellation, chargeback\n- account: login, password, access, profile, verification\n- general: anything else\n\nURGENCY (choose one):\n- critical: service down, payment failed, data loss, legal threat, security breach\n- high: major issue blocking the customer, cannot use the product\n- medium: important but not blocking, needs response within 24 hours\n- low: general question, feedback, minor inconvenience\n\nSENTIMENT (choose one):\n- angry: hostile, aggressive, threatening language\n- frustrated: unhappy but not aggressive, clearly dissatisfied\n- neutral: calm, factual, no emotional charge\n- satisfied: positive despite having an issue\n\nTEAM ROUTING:\n- billing_team: billing or refund topics\n- tech_support: technical topics\n- logistics: shipping topics\n- customer_success: account or general topics\n\nRETURN EXACTLY this JSON structure with no markdown, no code fences, no extra text:\n{\n \"topic\": \"\",\n \"urgency\": \"\",\n \"sentiment\": \"\",\n \"summary\": \"<1-2 sentence summary of the customer issue, written in third person>\",\n \"suggested_team\": \"\",\n \"auto_reply_draft\": \"\"\n}" }, "position": [ 800, 272 ] }, { "id": "34e67a76-000c-46ae-9579-c888de7f9a56", "name": "Gmail Trigger", "type": "trigger", "params": { "kind": "n8n-nodes-base.gmailTrigger", "filters": {}, "pollTimes": { "item": [ { "mode": "everyMinute" } ] } }, "position": [ 272, 144 ] }, { "id": "403b014d-7f34-48f6-a183-c6df88837c98", "name": "Form Trigger", "type": "trigger", "params": { "kind": "n8n-nodes-base.formTrigger", "options": {}, "formTitle": "Customer Query Form", "formFields": { "values": [ { "fieldLabel": "name", "requiredField": true }, { "fieldType": "email", "fieldLabel": "E-mail", "requiredField": true }, { "fieldType": "number", "fieldLabel": "Phone Number" }, { "fieldType": "dropdown", "fieldLabel": "Issue", "fieldOptions": { "values": [ { "option": "Billing" }, { "option": "Technical" }, { "option": "Shipping" }, { "option": "Refund" }, { "option": "Account" }, { "option": "General" } ] }, "requiredField": true }, { "fieldType": "textarea", "fieldLabel": "Message" } ] }, "formDescription": "Please describe your situation so we can help you faster." }, "position": [ 272, 384 ] }, { "id": "30e00c27-ef12-4109-b11b-6a702ca7582a", "name": "Normalize Channel Inputs", "type": "code", "params": { "jsCode": "// ============================================================\n// 03 | Normalize All Channel Inputs\n// Unifies Gmail and Form data into a single clean ticket shape\n// ============================================================\nconst item = $input.first();\nconst json = item.json;\n\n// Detect channel source\nconst isForm = json.submittedAt !== undefined || json['E-mail'] !== undefined;\nconst isEmail = json.From !== undefined || json.snippet !== undefined;\n\n// Extract name\nlet name = 'Unknown';\nif (isForm) {\n name = (json.name || '').trim() || 'Unknown';\n} else if (isEmail) {\n // Gmail From field format: \"Display Name \"\n const fromRaw = json.From || '';\n name = fromRaw.includes('<')\n ? fromRaw.split('<')[0].trim().replace(/\"/g, '')\n : fromRaw.split('@')[0] || 'Unknown';\n}\n\n// Extract email\nlet email = '';\nif (isForm) {\n email = (json['E-mail'] || '').trim().toLowerCase();\n} else if (isEmail) {\n const toField = json.To || '';\n const fromField = json.From || '';\n // Prefer extracting sender email from From field\n const emailMatch = fromField.match(/[a-zA-Z0-9._%+\\-]+@[a-zA-Z0-9.\\-]+\\.[a-zA-Z]{2,}/);\n email = emailMatch ? emailMatch[0].toLowerCase() : '';\n}\n\n// Extract the issue/message content\nlet message = '';\nif (isForm) {\n const category = json.Issue || 'General';\n const detail = json.Message || json.message || '';\n message = detail ? `Issue Category: ${category}. Details: ${detail}` : `Issue Category: ${category}`;\n} else if (isEmail) {\n const subject = json.Subject || '';\n const snippet = json.snippet || '';\n message = snippet || subject || 'No message body provided';\n}\n\n// Build clean ticket\nconst ticketId = `TKT-${Date.now()}`;\nconst channel = isForm ? 'form' : 'email';\nconst receivedAt = json.submittedAt\n || (json.internalDate ? new Date(parseInt(json.internalDate)).toISOString() : null)\n || new Date().toISOString();\n\nreturn [{\n json: {\n ticketId,\n channel,\n name,\n email,\n message,\n subject: isEmail ? (json.Subject || '') : (json.Issue || ''),\n phone: isForm ? String(json['Phone Number'] || '') : '',\n receivedAt\n }\n}];" }, "position": [ 528, 272 ] }, { "id": "fd566078-162c-4dc6-b443-3c4e69376821", "name": "Parse AI + Merge Ticket", "type": "code", "params": { "jsCode": "// ============================================================\n// 05 | Parse AI Output + Merge Ticket Data\n// Fixes single-quote JSON, strips markdown, merges both data\n// sources into one complete ticket object for all downstream nodes\n// ============================================================\nconst item = $input.first();\nconst json = item.json;\n\n// The AI Agent places its text response in json.output\nlet rawOutput = (json.output || '').trim();\n\nlet aiResult = null;\n\n// --- Attempt 1: Strip markdown fences and parse directly ---\ntry {\n const stripped = rawOutput\n .replace(/^```json\\s*/i, '')\n .replace(/^```\\s*/i, '')\n .replace(/```\\s*$/i, '')\n .trim();\n aiResult = JSON.parse(stripped);\n} catch (e1) {\n // --- Attempt 2: Fix single-quoted JSON from the AI ---\n try {\n const fixedQuotes = rawOutput\n .replace(/^```json\\s*/i, '')\n .replace(/^```\\s*/i, '')\n .replace(/```\\s*$/i, '')\n .trim()\n // Replace single-quoted string values\n .replace(/:\\s*'([^']*)'/g, ': \"$1\"')\n // Replace single-quoted object keys at start\n .replace(/\\{\\s*'/g, '{ \"')\n // Replace single-quoted keys after comma\n .replace(/,\\s*'/g, ', \"')\n // Close single-quoted keys before colon\n .replace(/'\\s*:/g, '\":');\n aiResult = JSON.parse(fixedQuotes);\n } catch (e2) {\n // --- Attempt 3: Regex extraction as last resort ---\n const extract = (key) => {\n const pattern = new RegExp(\n `[\"']?${key}[\"']?\\\\s*:\\\\s*[\"']([^\"'\\\\n]+)[\"']`,\n 'i'\n );\n const match = rawOutput.match(pattern);\n return match ? match[1].trim() : '';\n };\n aiResult = {\n topic: extract('topic') || 'general',\n urgency: extract('urgency') || 'medium',\n sentiment: extract('sentiment') || 'neutral',\n summary: extract('summary') || 'Could not parse AI response.',\n suggested_team: extract('suggested_team') || 'customer_success',\n auto_reply_draft: extract('auto_reply_draft') || 'Thank you for reaching out. Our team will be in touch shortly.'\n };\n }\n}\n\n// Guard against null result\nif (!aiResult) {\n aiResult = {\n topic: 'general',\n urgency: 'medium',\n sentiment: 'neutral',\n summary: 'Unable to classify this ticket.',\n suggested_team: 'customer_success',\n auto_reply_draft: 'Thank you for contacting us. We will be in touch shortly.'\n };\n}\n\n// Build the complete merged ticket object\n// Prefer original ticketId from normalize step, fall back to AI-generated or timestamp\nconst mergedTicket = {\n // Core identity (from normalize node)\n ticketId: json.ticketId || `TKT-${Date.now()}`,\n channel: json.channel || 'unknown',\n name: json.name || 'Unknown',\n email: json.email || '',\n phone: json.phone || '',\n message: json.message || '',\n subject: json.subject || '',\n receivedAt: json.receivedAt || new Date().toISOString(),\n\n // AI classifications\n topic: aiResult.topic || 'general',\n urgency: aiResult.urgency || 'medium',\n sentiment: aiResult.sentiment || 'neutral',\n summary: aiResult.summary || '',\n suggested_team: aiResult.suggested_team || 'customer_success',\n auto_reply_draft: aiResult.auto_reply_draft || '',\n\n // Derived helpers\n urgencyLabel: (aiResult.urgency || 'medium').toUpperCase(),\n teamLabel: (aiResult.suggested_team || 'customer_success').replace(/_/g, ' ')\n};\n\nreturn [{ json: mergedTicket }];" }, "position": [ 1248, 320 ] }, { "id": "50535aff-4d4f-4656-b39a-ca671143764f", "name": "Slack – Notify Team", "type": "integration", "params": { "text": "=:ticket: *New Support Ticket — {{ $json.urgencyLabel }} PRIORITY*\n\n*Ticket ID:* `{{ $json.ticketId }}`\n*Channel:* {{ $json.channel }}\n*Customer:* {{ $json.name }}{{ $json.email ? ' (' + $json.email + ')' : '' }}\n*Topic:* {{ $json.topic }}\n*Urgency:* {{ $json.urgency }}\n*Sentiment:* {{ $json.sentiment }}\n\n*Summary:*\n> {{ $json.summary }}\n\n*Assigned To:* {{ $json.teamLabel }}\n*Received:* {{ $json.receivedAt }}", "select": "channel", "service": "slack", "channelId": { "__rl": true, "mode": "list", "value": "C0ASJMR4MMJ", "cachedResultName": "sales-team" }, "operation": "read", "otherOptions": {}, "authentication": "oAuth2" }, "position": [ 1696, 304 ] }, { "id": "de10bf4f-00ae-4447-af25-5437df28124a", "name": "Gmail – Auto-Reply", "type": "integration", "params": { "sendTo": "={{ $('Gmail Trigger').item.json.To }}", "message": "=Hi {{ $json.name.split(' ')[0] }},\n\nThank you for reaching out to us. We have received your message and created a support ticket for you.\n\n— Ticket ID: {{ $json.ticketId }}\n— Topic: {{ $json.topic }}\n— Priority: {{ $json.urgency }}\n\n{{ $json.auto_reply_draft }}\n\nIf you need to follow up, please reply to this email and quote your ticket ID above.\n\nWarm regards,\nCustomer Support Team", "options": {}, "service": "gmail", "subject": "=We received your request ", "operation": "read" }, "position": [ 1680, 496 ] }, { "id": "9b9d3fcd-8e3c-475c-a8fd-77a4baa07f6e", "name": "OpenAI Chat Model", "type": "llm", "params": { "model": "gpt-4o-mini", "options": { "temperature": 0.2 }, "provider": "openai", "temperature": 0.2, "builtInTools": {} }, "position": [ 816, 448 ] } ] }

Triage customer support tickets from Gmail and forms with OpenAI, Slack and Sheets