Automated customer support with GPT-4o-mini AI triage for Google Forms & Gmail
Transform your Google Form into an intelligent customer support system that automatically analyzes, prioritizes, and responds to every inquiry with AI-powered personalization.
Who's it for
This workflow is perfect for:
- Customer support teams handling high volumes of form submissions
- Small businesses looking to provide instant, professional responses 24/7
- E-commerce stores managing product inquiries, complaints, and refunds
- Service providers triaging appointment requests and support tickets
- Event organizers responding to registration questions
How it works
When someone submits your Google Form, this workflow:
- Triggers instantly from new Google Sheets row
- Analyzes with AI to determine urgency (low/medium/high), category (technical/sales/support/billing), and sentiment (positive/neutral/negative)
- Routes intelligently based on priority level to appropriate response template
- Generates personalized reply using OpenAI, tailored to urgency and sentiment
- Sends auto-reply via Gmail with professional formatting
- Alerts your team on Slack for high-priority cases requiring human follow-up
- Logs everything to tracking sheet for analytics and audit trail
Set up steps
Time to set up: approximately 15-20 minutes
Prerequisites
- Google Form connected to Google Sheets
- OpenAI API key (get one at platform.openai.com)
- Gmail account for sending emails
- Slack workspace (optional, for team alerts)
Configuration steps
- Connect Google Sheets Trigger to your form response sheet
- Update column names in "Map Form Column Names" node (default: Name, Email Address, Inquiry)
- Add OpenAI credentials - uses GPT-4o-mini for cost efficiency (approximately $0.001 per inquiry)
- Connect Gmail via OAuth2 for sending auto-replies
- Create tracking sheet with columns: timestamp, name, email, urgency, category, sentiment, summary, keywords, subject, inquiry
- (Optional) Connect Slack for high-priority notifications
- Test with sample data before activating
Requirements
- Google Form (free)
- Google Sheets (free)
- OpenAI API account (approximately $0.001-0.002 per inquiry with GPT-4o-mini)
- Gmail account (free)
- Slack workspace (optional, free tier available)
- n8n Cloud or self-hosted instance
How to customize
Adjust triage criteria:
Edit the "Analyze with AI Triage" prompt to define what qualifies as high/medium/low urgency for your business. Add custom categories beyond the default five (technical/sales/support/billing/general).
Modify response templates:
Customize the three response generation nodes to match your brand voice. Add company-specific information, policies, or FAQ links. Adjust tone from formal to casual based on your audience.
Add advanced features:
- Insert CRM integration to check customer history before responding
- Add condition nodes to route specific categories to different team members
- Include file attachments (brochures, manuals) based on inquiry type
- Implement follow-up sequences with Wait nodes
- Connect multiple notification channels (Discord, email, SMS)
Multi-language support:
The AI automatically detects and responds in the inquiry's language. Customize prompts with language-specific instructions if needed.
Use cases
- Product support: Auto-respond to "how to use" questions with relevant documentation
- Complaint management: Immediately acknowledge issues and alert team for urgent follow-up
- Lead qualification: Instantly engage sales inquiries while routing to appropriate sales rep
- Appointment requests: Confirm booking inquiries and provide next steps
- Feedback collection: Thank customers and categorize feedback for analysis
Automated Customer Support with AI Triage for Google Forms & Gmail
This n8n workflow automates the initial triage and response for customer support requests submitted via Google Forms, leveraging OpenAI's AI capabilities. It categorizes inquiries, provides tailored responses, and escalates critical issues to a Slack channel for human intervention.
What it does
This workflow streamlines customer support by:
- Monitors Google Forms: Listens for new submissions in a specified Google Sheet, acting as the data source for form responses.
- Extracts & Processes Data: Takes the latest form submission, specifically the customer's query.
- AI-Powered Triage: Sends the customer's query to OpenAI (GPT-4o mini) to categorize the request into predefined categories (e.g., "General Inquiry", "Technical Issue", "Billing Question", "Feature Request", "Urgent").
- Conditional Routing: Uses the AI-generated category to route the request through different paths.
- Generates AI Response: For non-urgent categories, it uses OpenAI to craft a suitable initial email response based on the query and its category.
- Sends Automated Email: Dispatches the AI-generated response to the customer via Gmail.
- Logs Responses: Records the AI-generated response and other relevant details back into the Google Sheet.
- Escalates Urgent Issues: For "Urgent" issues, it sends a notification to a designated Slack channel, including the customer's original query and contact information, ensuring prompt human attention.
Prerequisites/Requirements
To use this workflow, you will need:
- n8n Account: A running instance of n8n.
- Google Account: With access to Google Sheets and Gmail.
- A Google Sheet configured to receive Google Forms responses.
- OpenAI API Key: For accessing the OpenAI GPT-4o mini model.
- Slack Account: With a channel designated for urgent customer support escalations.
Setup/Usage
- Import the Workflow: Download the provided JSON and import it into your n8n instance.
- Configure Credentials:
- Google Sheets Trigger: Set up your Google Sheets credential to connect to the spreadsheet where your Google Form responses are stored. Specify the Spreadsheet ID and the sheet name.
- OpenAI Node: Configure your OpenAI credential with your API Key.
- Gmail Node: Set up your Gmail credential to allow n8n to send emails on your behalf.
- Slack Node: Configure your Slack credential and specify the channel ID where urgent alerts should be posted.
- Google Sheets Node: Set up your Google Sheets credential to allow n8n to write back to the spreadsheet.
- Customize AI Prompts (Optional):
- In the "OpenAI" node, review and adjust the prompt for categorizing requests to match your specific support categories and desired AI behavior.
- In the "OpenAI" node (for generating responses), adjust the prompt to ensure the AI generates appropriate and helpful initial responses for your customers.
- Adjust Conditional Logic:
- In the "Switch" node, verify the conditions for routing based on the AI-generated category. Ensure the categories match what your OpenAI model is expected to output.
- Activate the Workflow: Once all credentials are set and configurations are reviewed, activate the workflow.
Now, every new submission to your linked Google Form will be automatically triaged, responded to (if non-urgent), and escalated (if urgent).
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