AI-powered ServiceNow chat triage with GPT-4 — incident & request manager
Automated Incident and Request Management in ServiceNow Who’s it for This workflow is designed for IT teams, service desk agents, and operations managers who use ServiceNow. It reduces manual effort by automatically classifying chat messages as Incidents or Requests, creating/updating them in ServiceNow, and summarizing ticket updates. --- What it does Receives incoming chat messages. Classifies the message as one of: Incident (something broken, unavailable, or a complaint) Request (access, provisioning, product/order related) Follow-ups (incident or request update checks) Update action (user wants to add info to an existing ticket) Everything else (knowledge search / general query). Creates Incidents in ServiceNow via the ServiceNow node. Creates Requests in ServiceNow using the Service Catalog API. Updates existing Incidents with new work notes when the user provides an update. Pulls existing incident/request work notes for summaries. Optionally uses SerpAPI for general queries (if enabled). Returns a concise summary back to the user through the webhook. --- Requirements ServiceNow account with API access (Basic Auth) OpenAI API key (used by the classifier and summarizer) SerpAPI key (optional – for general web lookups)* --- Credentials needed You will need to set up the following credentials in n8n: ServiceNow Basic Auth (username, password, instance URL). OpenAI API (API key). SerpAPI (optional – only if you want web search enabled). --- How to set up Import the workflow JSON into your n8n instance. Create the credentials mentioned above and assign them to the corresponding nodes: Create an incident → ServiceNow Basic Auth HTTP Request1 (for Service Catalog requests) → ServiceNow Basic Auth OpenAI Chat Model / OpenAI Chat Model1 / OpenAI Chat Model2 / OpenAI Chat Model3 → OpenAI API SerpAPI node (optional) → SerpAPI key Adjust the ServiceNow instance URL in the HTTP Request node to match your environment. Deploy the workflow. Send a test chat message to trigger the workflow. --- How to customize Update the classification rules in the Text Classifier node if your organization uses different definitions for incidents vs. requests. Edit the summary prompt in the Summarization Chain to include or exclude specific fields. Add additional notification nodes (Slack, Teams, or Email) if you want updates pushed to other channels. --- Notes & Limitations This workflow creates general requests in ServiceNow using the catalog API. For production, update the Service Catalog item ID to match your environment. “Everything else” category uses SerpAPI. If not configured, those queries will not return results. This workflow requires OpenAI GPT-4.1 mini (or another supported model) for classification and summarization. ---
By RiteshComplete Webflow to Pipedrive integration with smart phone formatting
Advanced Form Submission to CRM Automation with International Phone Support Who's it for Sales teams, marketing professionals, and business owners who need sophisticated lead management with international phone number support, automated CRM record creation, intelligent duplicate detection, and multi-channel team notifications. What it does This advanced workflow automatically processes form submissions from your website and creates a complete, intelligent CRM structure in Pipedrive. It transforms raw form data into organized sales records including companies, contacts, deals, and relevant notes while handling international phone number formatting and providing real-time team notifications via Discord and WhatsApp messaging. How it works The workflow follows an intelligent automation process with four distinct scenarios: Form Trigger: Captures form submissions from your website (Webflow in this example) Advanced Phone Processing: Automatically detects and formats international phone numbers with proper country codes for 20+ countries including France, Belgium, Switzerland, Germany, Spain, Italy, Morocco, Algeria, Tunisia, and more Intelligent CRM Logic: Uses a sophisticated 4-scenario approach: Scenario A: Existing Organization + Existing Person - Links records and creates new deal Scenario B: Existing Organization + New Person - Creates person, links to organization, creates deal Scenario C: New Organization + Existing Person - Creates organization, links person, creates deal Scenario D: New Organization + New Person - Creates complete new structure from scratch Enhanced Data Management: Adds lead source tracking, custom properties, and conditional data enhancement Multi-Channel Communication: Sends formatted alerts to Discord and personalized WhatsApp messages to leads Requirements Webflow account (or any platform that supports webhook triggers) Pipedrive CRM account with proper API credentials Team notification service: Discord, Slack, Microsoft Teams, email service, or any webhook-compatible notification tool WhatsApp Business API access for lead messaging International phone number handling capability How to set up Step 1: Configure your form trigger Default setup: The template uses Webflow Form Trigger with site ID configuration Alternative platforms: Replace with webhook trigger for other platforms (WordPress, custom websites, etc.) Webhook configuration: Set up your website's form to send data to the n8n webhook URL Form fields: Ensure your form captures the necessary fields: Prénom (First Name) Nom (Last Name) Entreprise (Company) Mail professionnel (Professional Email) Téléphone pro (Professional Phone) URL du site internet (Website URL) Message Step 2: Configure API credentials Set up the following credentials in n8n: Webflow OAuth2: For form trigger authentication (or webhook authentication for other platforms) Pipedrive API: For CRM record creation and management - ensure proper permissions for organizations, persons, deals, and notes Discord Bot API: For team notifications with guild and channel access WhatsApp Business API: For automated lead messaging with phone number ID configuration Step 3: Customize international phone formatting The "international dialing code" node automatically handles: European countries: France (+33), Belgium (+32), Switzerland (+41), Germany (+49), Spain (+34), Italy (+39), Portugal (+351) North African countries: Morocco (+212), Algeria (+213), Tunisia (+216) Global coverage: US/Canada (+1), UK (+44), and many Asian countries Fallback handling: Defaults to French formatting for unrecognized patterns Error management: Uses +330000000000 as fallback for invalid numbers Step 4: Configure Pipedrive settings Adjust Pipedrive-specific settings in deal creation nodes: Deal pipeline stage: Currently set to default stage (customize for your pipeline) Deal ownership: Configure owner_id for appropriate team member assignment Currency settings: Adjust currency code for your business region Custom properties: Lead source automatically set to "Growth AI" (customize as needed) Step 5: Set up team notifications Configure your preferred notification system: Discord (default): Set guild ID: 1377297267014504520, channel ID: 1380469490139009106 Alternative platforms: Replace Discord node with Slack, Teams, email, or custom webhook Message formatting: Customize notification content and structure Multi-channel setup: Add multiple notification nodes for different channels Step 6: Configure WhatsApp messaging Set up automated lead engagement: Phone number ID: Configure WhatsApp Business API phone number (currently: 752773604591912) Message personalization: Uses prospect's first name and customizable content International compatibility: Works with formatted international phone numbers Message templates: Customize welcome messages and follow-up content How to customize the workflow Form platform integration Webflow: Use the existing Webflow trigger with site ID configuration WordPress: Replace with webhook trigger and configure Contact Form 7, Gravity Forms, or WPForms Custom websites: Set up webhook trigger with your form's POST endpoint Landing page builders: Configure webhook integration (Unbounce, Leadpages, Instapage, etc.) Form field mapping: Adjust the "Data refinement" node for your specific form structure Advanced CRM customization Pipeline management: Configure different stage IDs for various lead sources Lead scoring: Add conditional logic for deal values based on form responses Custom fields: Map additional form fields to Pipedrive custom properties Multiple pipelines: Route different form types to different sales pipelines Ownership rules: Implement round-robin or territory-based assignment logic International phone number expansion The phone formatting system supports extensive customization: Additional countries: Add new country patterns to the JavaScript code Regional preferences: Modify default formatting rules for specific regions Validation rules: Implement stricter phone number validation Carrier detection: Add mobile vs. landline detection logic Notification enhancements Multi-platform notifications: Send to Discord, Slack, Teams, and email simultaneously Conditional notifications: Route different lead types to different channels Rich formatting: Add embeds, attachments, or rich text formatting Escalation rules: Implement priority-based notification routing Integration expansion: Connect to internal tools or third-party notification services Data validation and enrichment Email validation: Add email verification steps before CRM creation Company enrichment: Integrate with data enrichment services (Clearbit, ZoomInfo, Apollo) Duplicate detection: Enhanced logic to check for existing contacts across multiple fields Lead qualification: Implement sophisticated scoring based on form responses and external data Data cleaning: Add standardization for company names, job titles, and other fields Advanced conditional logic features Intelligent scenario routing The workflow uses sophisticated logic to determine the correct processing path: Organization detection: Exact matching search for existing companies Person identification: Full name matching within relevant organization contexts Relationship preservation: Maintains proper links between organizations, persons, and deals Data consistency: Ensures no duplicate records while preserving historical relationships Smart data handling Enhanced conditional processing includes: Phone number intelligence: Automatic international formatting with country detection Message processing: Creates deal notes only when message field contains meaningful content URL handling: Adds website URLs as separate notes when provided Empty field management: Gracefully handles incomplete form submissions Custom property management: Adds lead source tracking and other metadata Error handling and resilience Graceful failures: Workflow continues even if individual steps fail Data validation: Comprehensive checks for required fields before processing Notification reliability: Ensures team is notified even if some CRM operations fail Logging capabilities: Detailed error tracking for troubleshooting Rollback mechanisms: Ability to handle partial failures without data corruption Results interpretation CRM structure created For each form submission, the workflow creates: Organization record: Complete company information with proper formatting Person record: Contact information linked to correct organization with phone formatting Deal record: Sales opportunity with appropriate stage, owner, and metadata Enhanced notes: Separate notes for messages and website URLs when provided Proper relationships: Full linking between organization, person, and deal records Custom tracking: Lead source attribution and other custom properties Team notifications and engagement Comprehensive communication includes: Discord notifications: Formatted team alerts with complete prospect information WhatsApp engagement: Personalized messages to leads with international number support Immediate alerts: Real-time notifications for instant follow-up capability Formatted display: Clean, organized presentation of all prospect data Multi-channel flexibility: Easy adaptation to any notification platform Advanced use cases International lead generation Global forms: Handle submissions from multiple countries with proper phone formatting Multi-language support: Process forms in different languages with consistent data structure Regional routing: Route leads to appropriate regional sales teams based on phone country codes Currency handling: Automatic currency assignment based on detected country Sophisticated lead management Lead scoring: Advanced qualification based on company size, industry, and message content Progressive profiling: Build complete prospect profiles over multiple interactions Engagement tracking: Monitor response rates and optimize messaging Attribution analysis: Track lead sources and optimize marketing spend Enterprise integration Custom CRM fields: Map to complex Pipedrive custom field structures Multiple pipelines: Route leads to different sales processes based on criteria Team assignment: Intelligent routing based on territory, expertise, or workload Compliance handling: Ensure data processing meets regional privacy requirements Workflow architecture details Processing phases Form capture and data extraction: Webflow trigger processes submitted data International phone formatting: Advanced JavaScript processing for global numbers Organization discovery: Intelligent search and creation logic Person management: Sophisticated duplicate detection and relationship management Deal creation: Context-aware opportunity generation with proper associations Enhanced communication: Multi-channel notifications and lead engagement Performance characteristics Processing time: Typically completes within 10-15 seconds for complex scenarios Reliability: Built-in error handling ensures high success rates Scalability: Handles high-volume form submissions without performance degradation Flexibility: Easy customization for different business requirements and CRM configurations Limitations and considerations Platform dependencies: Currently optimized for Webflow and Pipedrive but adaptable Phone number coverage: Supports 20+ countries but may need expansion for specific regions CRM limitations: Requires proper Pipedrive API permissions and rate limit considerations Form structure: Field mapping requires customization for different form designs Language considerations: Currently configured for French field names but easily adaptable Notification dependencies: Requires proper configuration of Discord and WhatsApp APIs for full functionality
By Growth AI